Buyers not seeing preview images.

[SignsInDistress]

I have a few shops on ETSY that cater to buyers who would like personalized printable items.  My sister and I have both noticed that some buyers are not able to see their preview images when we send them out for approval.  We are directing them to update their ETSY app and to also log onto their PCs to review these messages.  People who are having issues not seeing these files are also getting messages on ETSY  -  "UH OH!  You're trying to view a receipt that does not belong to you."  Now the buyer is concerned and confused!  They know they purchased something from us but are getting rogue messages that are inaccurate. 

This is tremendously frustrating since buyer support is available 24/7 yet seller support is seriously lacking when we are expected to work 24/7!  On top of that some of my buyers are asking for refunds and to cancel orders since ETSY is no help.

Anyone else having this issues?  If so, what kind of information are you getting from support so I can inform and help my customers? 

HELP!

[PillowDetails]

@SignsInDistress It sounds like you are sending a format that they can't view.  Are you sending files, or images?  You can try direct emails, if the Buyer has already purchased.

From what you sell, I would think you could just send an image in a convo.  What have you been doing, when it worked in the past?

* You are a Star Seller, and should see the chat icon in the lower right of your Dashboard, right now (on desktop).

[SignsInDistress]

For the past few years we've been sending images as a .jpg without issue.  We send a message to the buyer and attach a simple image file.  This doesn't happen to everyone on every order. 

Yes, I get the chat icon on the bottom - they've been no help and give me canned responses for help.

[PrimFun]

Aren't you sending them out through message and/or email?  That is how many of the shops I buy from show me how it looks for my approval. 

[SignsInDistress]

Hi JD.  When the order comes in I'll send them a message stating that I need them to review the artwork (simple .jpg) and let me know if it's okay to print.  Some of our orders are 100% custom and there's no way to proceed without this vital communication link.  For the past 4-5 years (+/-) we've had no issue and so far I've had it happen 3 times in the past 7 days.  I'll send a reminder to the buyer to check their account and maybe see if their app is out of date and to go on their PC.  Bigger issue is they get the message they are trying to view an order that isn't theirs. 

We send image files - never a design file to protect our work. 

[SignsInDistress]

I'm sorry I forgot to mention that if the ETSY system doesn't seem to be working we do send private e-mails through our private server to the customer to try and reach them that way.  I'm not comfortable with that 100% just in case there's an issue and there's no record tied to our invoice.

[givemeacrown]

I've seen the message about viewing an order that isn't theirs a few times in the past.

A few legitimate ways it can happen are:

1. People with multiple Etsy accounts.
I have two Etsy accounts which I use in two different browsers. If I buy something in the account I have open in Firefox, then receive the order confirmation email to my email program, when I click on the link it opens in Chrome where I'm logged into my other Etsy account and I will see that message.  I have to instead copy the link from the email and paste it into Firefox to view it with the correct account (or I open Firefox and go into my messages directly).

2. People who buy as a guest but also have an Etsy account.
When someone has an Etsy account but they purchase as a guest, if they click the link in the email it can open a browser in which they're already signed in then they will see that message. They need to sign out of their Etsy account and then click the email link and it should work, or else they can follow the instructions from the help center about how to link the guest purchase with their account.

[SignsInDistress]

Never thought of that.  Thanks for the info.