Canceled orders that I didn’t cancel

[BundleOfVintage]

Has anyone had orders canceled that you didn’t do?  I’ve had two orders canceled in the last two days and I didn’t cancel them.  Both people wrote and asked me why I canceled their order.  I checked my log-in activity and there are no attempts listed.  I’m thinking someone hacked my account, but I’m not seeing any other questionable issue.  I’m going to change my password, and I already have the two-step verification on.  

Has anyone experienced this?  Is there anything else I can do to protect my account/shop? 

Thank you!  -Alicia-

[CappuccinoLace · Accepted solution]

etsy cancels orders. usually because they couldn't process the payment.

[BundleOfVintage · Accepted solution]

Okay. Thank you.  I chatted with someone this morning and they escalated the case.   Thank you for your response.  I’m hoping that’s all it is.  

[BundleOfVintage]

Thank you so much for your help. 

[Amaradorn · Accepted solution]

If you (or a hacker) had cancelled the sales they would be showing in your completed sales page. Therefore I don't think you've been hacked.

Etsy will cancel a sale if the payment can't be processed due to a problem with the payment method, or if they have suspended your shop.

You could suggest the customer tries again with a different payment method (may use PayPal).

Another possibility is that this might be a prelude to a new SCAM which we've not seen yet. In which case you might then receive a fake message which looks like it's from Etsy saying there's a problem with your shop payment system and to send your email address etc. But this is just me guessing.

[BundleOfVintage]

Thank you so much for the help.  I really appreciate it.  I was pretty concerned last night.  Etsy is supposed to get back to me.  They escalated my case.  We’ll see what they say.  

[CuriousityShop · Accepted solution]

Chances are it was a scam and Etsy cancelled it.

[howtobooksandmore]

There are many reasons why these sales may have been cancelled.  It could be anything from a mistake or slow phone line connection to the credit card company that caused the payment to be rejected to no order at all.  At this time of year, customers asking why their order was cancelled are a lot more common than at other times of the year but it does happen.  People don't place an order, want to know why the order was cancelled and would you send it anyways while they straighten out the payment because they need it right now for whatever reason.  Just reply that you have no order and if they still want the item, they will have to place the order again.  But don't wait for that to happen because it isn't gong to.

[BundleOfVintage]

Okay.  Thank you so much for your help.  

[BundleOfVintage]

Yeah.  I asked the one person if they canceled the order and he said no.  The other person (repeat buyer) contacted me and asked why it was canceled.  
I ropd them both tk just place the order again and I was contacting Etsy about it.  Thank you so much for your help.  I know there’s a ton of fraud going in this time of year, so I was really concerned.