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]

@BSILVER925 the  important thing is that it is working!

[TheTypographyTipi]

Just a working theory but did anyone with this problem happen to change their shop currency twice in one day? 

[BSILVER925]

Yes, I confirm this theory.  It errors on this website

[MatteoColomboStudio]

I am actually having this issue now, and it started 5 days ago after I changed the currency from EUR to USD and then back to EUR the same day...silly mistake and now I am stuck with the checkout issue for my buyers.

Plus I don't have the option to change currency anymore.

[KoraCasaDesigns]

I'm facing the same issue. A lot of customers are liking and adding my shop items into their cart but are not able to order. I checked this with tech support and they told me that they are able to order and my shop is absolutely fine. Still some customers are complaining and I'm not getting any sales from last one month.

[cindylouwho2]

@KoraCasaDesigns I also checked your account and could check out with PayPal. 

Are the customers that are struggling in India, and do you have India Payments set up? It may be that Support is only checking the PayPal cart. 

This seller found a temporary solution: https://community.etsy.com/t5/Technical-Issues/The-checkout-bug-is-BACK-2-weeks-after-tech-team-fixe...

[KoraCasaDesigns]

@cindylouwho2 Thanks a lot for your help. The customers facing this issue are from US. Indian customers are able to purchase and my shop currency is also set to INR. 

[KoraCasaDesigns]

Important Update - I noticed that only US customers were facing this payment issue.

Orders below $35 were successful and above $35 faced this issue.

So I removed 'Free US Delivery Guarantee' and now my issue is solved.

[Fitbikinis]

This happening to me currently. Buyers are unable to complete purchase and not getting a reason or error message, just nothing in purchase history. I checked all my settings and there isnt anything on my end causing this. Im upset I have missed out on several sales this weekend.

[cindylouwho2]

@Fitbikinis I was able to move to PayPal after putting one of your items in my cart, so you are not currently affected by the same issue. Perhaps it cleared up since you posted? 

[Luedersstore]

Yeah my customer just contacted me and told me that that when he went to buy it there was a problem with the finance part we couldn't order it so I went to my finance department change my credit card but I still can't let him order it I'm new too a very frustrating and when you contact Etsy support system they got no phone service like Amazon they just got some go get help type your question type stuff it's very irritating has anybody else had the problem

[PaintEuphoriaCo]

I have the same problem, contacted support they said it was solved, but the problem continues please help

[BunadventureSeries]

I'm literally having the same thing happened to me, again. This time is another customer of mine, and she has ordered from us before with no problem. Yet, I'm contacting etsy support currently and all they are saying is to contact etsy support for customers. My customer when checking out saw the message of "there's a problem with shipping your order, contact the seller or order separately". This message is super confusing and the customer and I are just in constant loop of trying to figure out why this has happened. I informed the etsy support that this means I'm losing business since there's no way of knowing who else has this problem without informing the sellers, as well as creating a terrible customer experience. 

Currently, I don't know any other way to resolve this issue. 

[FabioMcMustache]

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[BagmakerSupply]

@BunadventureSeries: You might want to start a new thread so that your issue does not get lost. Since it is a repeat customer it is probably not one of the scams going on, but there have been previous posts in this forum about single combined orders from multiple sellers having issues. I don't think that there has ever been a definite answer or solution.