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.

[EnergyPeace]

@cindylouwho2 ok. the way Etsy is run it is just hard for me to see them being able to monitor daily or hourly revenue. I know nothing about that of course, just an observation. If they do that, how can they let stores that have been hijacked stay open for hours while orders are streaming in and the seller is in panic mode because the bank account has changed? Not even their security team is fast so it is hard for me to think they monitor this. 

The fact that they think it is ok to kill a small business like they are doing is just sad. But of course I already knew they do that all the time...for whatever reasons they have, some none at all, so I shouldn't be surprised.

[cindylouwho2]

@EnergyPeace they have alerts set for things they want to know about. That's how Silverman knew everyone was suddenly searching for masks in April 2020. They claim they were on it immediately. 

If they could tell that shops were hijacked with any level of reliability, I am sure they would do that. But it would be hard for a bot to tell that a shop was hijacked, I think. Anyone who just reopened their shop & updated the bank info at the same time would probably be shut down, and Etsy would take 2 weeks to get back to them...

It's extremely sad that they are constantly killing small businesses with things like this. Remember when they raised fees & how we were supposed to be getting quicker service when shops were shut down for no reason? How exactly did that help these shops, who were effectively shut down. If anything, the stories are getting worse than they were before the fee increase. 

[EnergyPeace]

@cindylouwho2 nah...I saw the desperate post and what she had been trying to do while the scammers had her store. There was no reason to not put it on vacation mode as she had asked them to do while they confirmed who she was (which was no reason to take hours and hours anyway in an emergency situation).

I know of a friend who was locked out of her shop for several days recently, no way to reach Etsy lol. Orders to be sent but couldn't get in. No phone numbers, nothing. 

But, of course if there is something the want to monitor I am sure they could. 

[weekendjewelry1]

Oh I get that, Cindylou - of course you are right.  Etsy doesn't care. But I do think it's often true, what EnergyPeace says:  when I have problems on a site, certainly if I have problems *paying* on a site - I leave pronto.  I don't trust that they'll treat my info carefully.  I just LEAVE.  You'd think that sort of thinking would concern Etsy.  

[EnergyPeace]

yup! I would feel very, very uncomfortable with a website if checkout isn't working properly. I wouldn't want them to have my payment info. And here we sit and Etsy got all our info...yikes!

[cindylouwho2]

@weekendjewelry1 @EnergyPeace  people leave the site every day for a variety of reasons; it's impossible to please everyone. When you run a large business, you simply accept that fact and only worry about the big picture. We can see that in the way they handle most bugs. This is not the big picture for Etsy.

[AnuszkaDesign]

It's terrible, such ignorance towards sellers who trusted, provided their data, earned a lot of money for etsy.
I believe that you should look for some way to reach people at higher levels in this corporation and start writing to them. Maybe they don't know what's going on in this company.
I myself intend to demand a refund of the money charged for maintaining and renewing offers. And in the longer term, I intend to apply for a refund of lost income. After all, we are not selling at this time and it is the fault of etsy.com. They do not fulfill their obligations to us sellers.

[Chockypetshop]

I waiting for Etsy technical team to get back to me , my shop have the problem as 3 weeks and counting . 

[Beadcomber]

@Chockypetshop I just put an item in my cart and would have no problem checking out from your shop. Looks ok.

[TimeSpanTreasures]

@Beadcomber 

There's no problem putting an item in the cart.

The problem is when you click to initiate payment, a red banner pops up that says :

There was a problem with your order. Please try again. 

[Chockypetshop]

@Beadcomber 

thank you very much for you kind check it for me.

yes it can put my items in cart , but it unable to complete to checkout. It will stop at this process and can not to go the another step to pay it . It show the error at the checkout.

[AnuszkaDesign]

My ticket was closed, no explanation, no solution to the problem - OUTRAGEOUS!!!

[AnuszkaDesign]

I just opened a new store, same account number, etc. guess what? It works!!!
Is it normal that the old shop is not working even though all bank and tax details are the same? I had to change the shop name and email address because it's necessary, but otherwise everything is the same.
I have a feeling that we have problems because we are cut off from etsy payments. Just why?

[Chockypetshop]

I got the reply from Etsy support that it is not about my verified account issue , because it no need to verify the ID photo because i don’t have the Etsy payment for my shop and I already verified the payment with PayPal. So it is about the problem on the technical issue at the checkout .

[cindylouwho2]

@Chockypetshop it's really, really odd - there doesn't seem to be anything the group has in common. You are all in different countries, sell different things, and most but not all take Etsy Payments. Some are able to open new shops with no issue, and others have no problem with their other existing shops. 

[TimeSpanTreasures]

It's very odd when there seems to be no logical pattern or commonality to this glitch.

[Chockypetshop]

Yes , but it happened at the same time.

[cindylouwho2]

@Chockypetshop it is almost certainly caused by the same problem (although at least one affected person had it happen before the rest of you). We are just commenting on the fact that there is no easy way to figure out what is wrong, since none of you have anything obvious in common.

[AnuszkaDesign]

We don't know, maybe we have a lot in common: a similar time when the problem arose, the type of problem, i.e. what we and our buyers see and can tell (a problem at the checkout), the fact that we all have our payment accounts confirmed and maybe some other common elements and this It's a technical issue that needs further investigation. Just a question: is it such a serious problem and technicians have a problem with its location and repair, or is no one taking it seriously?

[Former_Member]

I am not surprised by no response from Etsy.

Send them more notes again and again. One of them will answer. Send to finance department and tell them you want all fees lifted until problems are solved. I found if I send it to finance they make sure it gets answered. Good luck!

[Chockypetshop]

Yes , that’ s why we need the technical team help to solve it for us.
We really don’t know the exactly problem , but it is the error at checkout for all of us

[ReeseWoodProducts]

Did Etsy get rid of the chat feature where you could chat with support? I am sure I used that a year or two ago when there was an issue with them double billing for shipping labels.

[AnuszkaDesign]

Guys, recently I met another person who had the same problem. Luckily her problem was solved. This person gave me one piece of advice, told me to contact etsy support non-stop via email, chat, give the ticket number, and so on, over and over again. It took her 3 days, but she ended one chat and started another, almost day and night. I know it may be silly and childish, but what else is left for us...

[Chockypetshop]

Ok .so we have to hard work to fighting for our shop to bring it back to sell again. i will never give up.
Thank you very much for your sharing this.

[Chockypetshop]

@WVODDesign

I had checked it for your shop ,your shop is different problem , It show the grey color on the Checkout Icon " All payment methods for this shop are temporarily unavailable. "  It don't show the error as we got it .

I think you have to check this problem with Etsy support ,maybe you have to do some verify account for Etsy payment .

then checkout will be activated and start to sell it.