Buyers Unable To Complete Checkout - 8 Days, No update from support

[#1]

On the 10th customers started sending messages to let me know that they were unable to complete checkout. Customers are able to see, favorite, add to cart but they get an error message when they try to complete checkout. 

I spent several hours on chat and on the phone with support, they are unable to see anything on my account that would be causing this issue, they escalated it to Etsy Tech support. That was 8 days ago. 8 days of no sales = no revenue, not to mention the long term affects of my listings not being purchased and the algorithm lowering their ranking. 

Ironic that Etsy requires sellers to reply to all messages within 24 hrs but sellers have to wait 8 days (and counting!) for a response. 

I'm posting this to see if anyone has experienced anything similar in the past or is currently experiencing anything similar.

[Chockypetshop]

yes ,it still have the the problem of the bug at the checkout ,my customer can not to complete to buy my item ,it stop at the checkout which show the error , I still have the problem since 9 Jan and until now . 

while i waiting for the hope from Etsy ,

After I replied on my ticket of the problem on yesterday that i still want Etsy help to fix my problem at the store .

Today It is very disappoint that Etsy support closed my ticket one for this problem as "This request is complete".

How is complete ? I still have the problem ,my store can not to sell to my  customer ,it still unable to complete the checkout ,

the error still there .T_T

No #standwithsmall anymore.

[MyRusticPlace]

Is this the reason why my shop is dead???  I'm about ready to close my shop after 12 years, I use to make a living here but now I can't even afford to eat.

[TimeSpanTreasures]

@MyRusticPlace 

It doesn't appear that your shop is having the issue that some sellers are having with buyers unable to complete check out.

I tried checking out an item from your shop, and I didn't see the red warning banner that shows in some sellers' shops, where checkout cannot be completed.

[cindylouwho2]

@MyRusticPlace I am able to check out from your shop, so no, you are not affected by this issue. 

As for your drop in sales, you may want to start a thread with more details about when this happened, and ask for a critique. With the huge increase in sellers here compared to 3 years ago, all of us old timers really need to up our games considerably just to keep pace. (14+ years here)

I hope things pick up for you soon! 

[MyRusticPlace]

Thank you cindylouwho2 and TimeSpanTreasures for checking!  

[TheTypographyTipi]

Small Update:

I received a reply from Tech Support (only took 17 days). 

[This content has been removed by Moderation. We ask that you please review Section 1, Item 2 of our Community Policies prior to posting.]

In my case, the bank account name was my full name and the legal name on my Etsy account was slightly different. I have updated it so that they match. The issue is not fixed but I don't know if that's because the system needs time to recognize the change or if it is not the problem at all.  I have let tech support know that the issue is still persisting but I thought I would post here so that people experiencing this issue with their stores can check their information and give it a go as a possible solution.  

Edit: The removed content suggested that we check to see that our bank account name and our legal name in account information, match. There wasn't any sensitive information included, only a suggestion that this could be the problem.

[cindylouwho2]

@TheTypographyTipi seems unlikely that is the issue (as Etsy usually tells shops when that is the issue), but crossing my fingers for you! 

[TheTypographyTipi]

@cindylouwho2 Yeah, I checked again after a couple of hours and that wasn't the issue. 

They replied again and said that the engineering team will look into it and I should expect a reply in a few days. 

[LittleGreenWillow]

They've just sent this same one to me too.
Hopefully this is it now & everything will be sorted for everyone

[EnergyPeace]

Are you saying that it was perfectly fine for the longest time and then all of a sudden people can't check out and they claim it is because the name doesn't match banks account perfectly?

And no recent changes to anything, it just happened out of the blue?

[LittleGreenWillow]

Yeah that's what they're claiming. I started in 2016 and it's always worked until the first week of Jan when it stopped.

I just verified my new account today and it still doesn't work, so that's not it. I don't know where to go from here now.

[WVODesign]

Could you solve that problem ? i am struggling with the same problem "all payment methods for this shop are temporarily unavailable etsy"

[ModFabio]

Hello!

We ask that members please refrain from sharing any sort of personal/sensitive information (yours or other people's - this includes, and is not limited to: Names, Addresses, Phone Numbers, Email Addresses, Tracking Numbers, Private Messages, etc.). This also includes any verbatim communication between you and Etsy Support, as per Section 1, Item 2 of our Community Policies.

Please be mindful that this is a safety measure for you and everyone else potentially involved in the matter, which is why this is such an important aspect of our Community Policies. 

Thank you!

[AnuszkaDesign]

My store has the same problem at checkout: "You can't place an order. Please try again." No help from etsy support and no response to my requests. I don't even have confirmation that someone is taking care of my case. They only contacted to say they didn't see any problem. When it turned out that there was a problem, however, the contact broke off.I am completely blown away by the slogan I read in the chat: "Thank you for your trust". My trust is dead!!!

[AnuszkaDesign]

@HerrMosstache Please help me and other sellers to solve the problem. We all ask for it ourselves, but nothing changes, our stores do not sell. Is there a chance that the bug will be fixed, or is someone seriously working on it? Can we ask for details?

[TripleTPrints]

@AnuszkaDesign it took 17 days for me to get any acknowledgment that the case was being looked at, other than the copy and paste "We're aware there's a problem, engineering team is looking into it" (which, by the way, they were not, because tech support is now waiting to hear from them). It's still not fixed but at least I got a reply to my case, it's a start. Do you at least have a case number? If so, keep updating it from time to time to tell them that the problem is still persisting. If they closed the case, you might be able to ask chat support to open it back up?

[AnuszkaDesign]

I still have an open ticket, contact chat but no progress.

[EnergyPeace]

they probably have no clue how to fix it. Meanwhile, lets make more changes to the website!

I am so sorry. 

[AnuszkaDesign]

The only thing they confirmed to me in the chat is that everything with my account is fine, all my data is verified, etc. and that it's a technical problem they're working on.

[OHETHNO]

I am so frustrated with the ongoing issue and the lack of clear communication from Etsy. Despite reaching out multiple times, I have yet to receive any updates or resolution from the technical team. It would be helpful if Etsy could provide more clarity on the situation so we can move forward.

[weekendjewelry1]

You'd think that buyers not being able to make a purchase would be a huge, major issue to Etsy.  It's not just a silly little Seller request for help or something.  Customers CAN'T PAY.  And Etsy is "looking into it"?  For weeks? Excuse me, but WTF?? 

[EnergyPeace]

it is really odd. Especially when you read things like Etsy telling the shop to tell their customer to contact them, customer contact Etsy and they tell them to go buy the item in another shop....like wow! 

When checkout doesn't work, customers LEAVE the website. That is what happens. How would they know it is just some shops? I wouldn't feel confident if I was on a website and couldn't check out. I would leave. 

Can't believe this has gone on for weeks. 

[cindylouwho2]

@weekendjewelry1 It's not really a critical problem for Etsy, because they tell buyers to purchase from another shop (I'm not kidding; some buyers have provided screenshots to sellers). So Etsy still gets paid.

They don't care about us, if you hadn't noticed already. 

[EnergyPeace]

@cindylouwho2 I disagree. Many customers will just leave. Especially anyone new who doesn't have an account on Etsy. 

Some items,  though it should be many more and it isn't, are one of a kind. Or creations from a handmade shop and no one else sells the item. 

I bet they are losing business. Most of the stuff I buy here I can't find anywhere else. I just wouldn't buy unless I find the sellers website if they have one. 

The real issue is this; as a large corporation, no one keep proper tabs on what is happening, probably not until a quarter ends and they look at the reports. They may not even notice because they don't know what they lost unless there is a large change in revenue.

It is plain pathetic. 

[cindylouwho2]

@EnergyPeace the thing is, very few shops seem affected by this. So a few buyers will leave, but it would cost more for Etsy to put a huge team on solving it, so they are fine with that tiny loss. If you don't believe me, note that the only shop we know of that had this fixed so far was a large supply shop: https://community.etsy.com/t5/Technical-Issues/There-was-a-problem-with-your-order-Please-try-again/...

Etsy definitely watches daily revenue (even hourly revenue), so if this was having any real impact on the bottom line, they would have fixed it already. 

It's all about money - Etsy's money.