Can't cancel an order - Error message says "That order has a little dust on it—you'll have to contac

[LilStinkerDesign]

Error Message - That order has a little dust on it—you'll have to contact Etsy Support to cancel it." I clicked on Etsy Support and received an AI or automatic message that wasn't helpful. I responded and explained the issue once again, but without response from Etsy.

Basically, I cannot cancel an order that was incorrectly purchased by a buyer. I know how to do a cancellation, and have done it many times in the past but the option isn't available to me on this order.

Any ideas on how to escalate this so that the refund/cancellation can be initiated for the customer? She has already placed a new order that was done correctly so the original order needs cancelled.

cancel order, cancellation of order, technical error, error message, Etsy not working correctly

[TheHomespunLoft]

@LilStinkerDesign 

If Etsy says they need to be contacted to cancel it-- then I would do as they say. You don't know what might be going on financially with it.

Just keep your customer informed that you are contacting etsy to get the refund completed.

[LilStinkerDesign]

Yes, of course. I've done my best to contact Etsy, but haven't received a response. And I've been in contact a couple times with the customer. 

[TheHomespunLoft]

@LilStinkerDesign 

Just keep trying chat and tell them you need to speak to a real human rep.. they eventually put you thru to a human.

and I know you likely know this-- but Etsy works in their own time frame and not ours.

I would just tell your customer what is going on and you have to wait for Etsy to handle this. Most customers would understand this.

[PrairiefireFabrics]

I am getting the same error.  I also had to reach out to Etsy via email and respond to their very unhelpful templated email.  I'm still waiting to hear back.  I let the customer know about the issue and they said no problem.  So hopefully Etsy gets it fixed quickly.  I believe it has something to do with the $5 etsy coupon glitching out the ability to cancel the order.

It really upsets me that Etsy its so unavailable to actually help it's sellers and how they take days to respond...

[LilStinkerDesign]

Thank you - not that I want it happening to others, but I'm glad to hear that it's not just me, and its an obvious glitch in their system. Hopefully they'll fix the problem soon.

[Adorabilities]

How old was the order? Old enough to collect dust?

[LilStinkerDesign]

Their order was placed today, and I tried to cancel the order within about half hour of it coming through. I've tried multiple times since then and still cannot issue the cancellation.

[CanningCrafts]

"That order has a little dust on it" sounds like the atypical Etsy cutsey-wootsey verbiage. 

[JewelleryJKW]

I have the same problem! Since this morning I haven't been able to cancel the customer's order!

[LilStinkerDesign]

Thank you for chiming in. It's a relief to know I'm not the only one. Sounds like we'll all have to wait for Etsy to fix their glitch. Were you able to send an email to tech support? This is definitely when I wish we had better support and someone we could call!!

[lefaire]

I'm getting the same error message when attempting to cancel (the order was placed an hour ago, there's no dust on it). I was able to issue a refund but it's still in my orders queue. I was able to successfully cancel an order placed right before it (due to an incorrect mailing address) so I agree that maybe it's the Cyber Monday coupon that's causing the issue. The AI bot is unable to connect me with Etsy support so hopefully we'll get some answers? 

[LilStinkerDesign]

Thank you for chiming in. It's a relief to know I'm not the only one. Sounds like we'll all have to wait for Etsy to fix their glitch. Were you able to send an email to tech support? This is definitely when I wish we had better support and someone we could call!!

I agree - it does seem to be connected with the Etsy coupon.

[WoodlandShanty]

We've also gotten the same error for 2 different orders from yesterday only. Maybe something to do with the cyber monday coupon code? Etsy support wasn't able to help us. 

[LilStinkerDesign]

I'm curious what Etsy Support told you? What have you done to resolve the issue, then? or are you still trying to reach a human?

[PorcupinePottery]

I have the same problem.  A customer placed 5 orders accidentally, and wants them all cancelled.  I was able to cancel four of them last night, but one is stuck and also says “there is dust on this order” for the error message.

I created a support request with Etsy and so far all they have told me is to reboot my computer. God knows I’ve tried that, and have the same problem with this order on two different computers, a phone, an iPad, and it doesn’t matter what browser I use.

[Adorabilities]

Five orders from the same shop placed accidentally? Wow.

As a temporary workaround,  I might consider extending the ship date on the problem orders while Etsy figures this out. 

[LilStinkerDesign]

Thank you for chiming in. It sounds like the problem is affecting a lot of people so hopefully they'll figure it out soon.

[LilStinkerDesign]

Someone below suggested to CHAT with Etsy, so I did. They told me this - "I am able to assist you with the cancellation of the order; however, I require confirmation that the buyer will receive a refund. Once the order has been refunded, I can proceed to manually cancel the order on my end. Additionally, I will need to verify your account in order to complete the cancellation process."

Also from chat -

"I will be posing verification questions in order to process the cancellation on my end, as this is necessary for security purposes. Kindly provide the following information to verify your account: • The last four digits of the active bank account number associated with your payment account • The total account balance of your Shop Payment • The number of Draft Listings."

Once the full refund was verified and my account was verified, they manually cancelled my order.

I further requested this issue be submitted to their tech team, referencing this forum and letting them know there are many other Etsy sellers having the same problem.

Their response - "I acknowledge your desire for this matter to be addressed by our technical support team. They are informed of the situation and are actively working on it. In the interim, as an alternative option to cancel the order, we at Etsy support are prepared to manually cancel the order on your behalf."

[SurnamePro]

The same thing happened to me yesterday. I opened a chat, explained the problem, and the chat rep took care of it.

[LilStinkerDesign]

Ohhh! Good to know. If I can figure out how to find CHAT I'll try that. Thanks.

[CedarDellDesigns]

How do you find the chat option? This is happening to me too but I can only see an option to send an email 

[SmudgePlant]

What's worse an Etsy caused problem or the cutesy language that goes along with it?

[LilStinkerDesign]

Someone below suggested to CHAT with Etsy, so I did. They told me this - "I am able to assist you with the cancellation of the order; however, I require confirmation that the buyer will receive a refund. Once the order has been refunded, I can proceed to manually cancel the order on my end. Additionally, I will need to verify your account in order to complete the cancellation process."

Also from chat -

"I will be posing verification questions in order to process the cancellation on my end, as this is necessary for security purposes. Kindly provide the following information to verify your account: • The last four digits of the active bank account number associated with your payment account • The total account balance of your Shop Payment • The number of Draft Listings."

Once the full refund was verified and my account was verified, they manually cancelled my order.

I further requested this issue be submitted to their tech team, referencing this forum and letting them know there are many other Etsy sellers having the same problem.

Their response - "I acknowledge your desire for this matter to be addressed by our technical support team. They are informed of the situation and are actively working on it. In the interim, as an alternative option to cancel the order, we at Etsy support are prepared to manually cancel the order on your behalf."

[ModAngie · Accepted solution]

Hello everyone,

Issue Resolved (as of 11:51h EST). Thank you for bringing this to our attention. We identified the issue and resolved it. We appreciate your patience and apologize for the inconvenience this has caused!