Buyers app falsely reporting free shipping

[WPshoppe]

I had a customer reach out to me with a screenshot of her cart, she had an item from my shop and at the bottom it states "free shipping" and gives the estimated delivery dates. 

I don't offer free shipping. The listing shows the shipping price, clear as day... she was nice enough to screenshot that for me too.

This is a big problem.

Anyone else have this issue come up?

[BootifulLabels]

It may be an Etsy funded free shipping offer, or the buyer may be a member of Etsy Plus (I think that is what it is called) where buyers can pay an annual (or maybe monthly) fee and get up to $20 free shipping on qualifying orders.  If so, the buyer will not be charged for shipping, but you will still receive the shipping you normally would, from Etsy's pocket.

[TheVintagePineapple]

It's called Etsy Insider, but the description is exact.  But if the buyer did sign up as an EI member, you'd think she'd know that anything in her cart will show free shipping.  

[BootifulLabels]

Thanks @TheVintagePineapple , I wasn't at all sure of the title.

[SunnytyDE]

@WPshoppe  Yes same problem here. A (repeat) buyer send me a screen shot where it says ‚free shipping‘ but the shipping amount is added. Plus it shows the wrong shipping amount. 

[WPshoppe]

@SunnytyDE 

Mine also reported a different shipping amount. The amount was more when she went to check out then what I charge. 

Etsy chat last night was a little frustrating, taking no responsibility, not looking at the screenshots I provided but eventually said it was a tech glitch and will pass it onto the appropriate team.

[SomethingToSewFabric]

This is happening more and more, probably at least once a week. I am losing customers over it. I wish Etsy would look into it and either fix it or give us a straight answer that we can pass onto our customers.

[DriftingSpirits]

i've just come here because i had a customer buy something and then ask me why they were charged for shipping when Etsy told them it was free. they were on their phone, but i don't know if they were a member of anything or just using the app.

i'm typing to Etsy support now, but the agent doesn't even seem to understand the issue, nevermind be able to tell me why it happened. (agent is telling me that the customer was charged correctly because i have a shipping charge set up for that item. YES I KNOW, thank you agent: the problem is that Etsy told her otherwise! bah.)

oh ok now agent has said that yes, the app may sometimes display an incorrect "free shipping" notice but that customers are always charged correctly. and apparently the shipping charge is visible at checkout, so that's fine then! nevermind that customers have it in their heads that shipping is free ... 

sigh.