Crazy Shop Error

[JennaWingateDesigns]

Wasted an hour stuck in the Etsy help loop, unable to find any way to contact etsy without making this public. Apparently there is no privacy afforded to sellers anymore. 

Anyway, IDK what Etsy did, but there was a sale that should have been a digital download that went through as both a digital and a physical purchase. The correct version cleared and the erroneous version has been sitting there for a month as unpaid and will not allow me to delete or cancel it. It needs to be removed so this person isn't charged twice and so it's not always sitting there like I haven't filled an order. 

Happy to send more details or screen shots to an actual person. Thanks. 

[WitticismsRus]

@JennaWingateDesigns 

Just FYI- etsy changed this to a peer to peer support forum a while ago so etsy support folks won't see your post here or reply. You need to contact etsy support directly if you need their help. 

How to contact etsy support for sellers-

There is a direct link to the support ticket page in every shops shop manager - Just go to Shop manager > Community & help > Contact us

That will open the page to start a support ticket.

Once there select 'selling on etsy' then select issues.

Depending on the issue, they offer email, phone and/or chat support. The phone support option offers toll free numbers for North America, Australia and the UK (hopefully they add more). You will need to click around a bit to get to the actual page with the contact options and at times it feels like endless maze loop of clicking and getting nowhere other than faq's that do not address your issues. You will need to get creative and click on options that may not match your issue completely. When you see 'I still need help' at the bottom of a page then click that....it usually always takes you straight to the page with the available contact options.

Keep in mind that the phone support and live chat folks are just a call center and can only handle a limited list of issues. Everything outside of that they will bump up the support chain to someone who works for etsy proper to handle. Live chat and phone are only available sometimes it seems and the availability changes throughout the day.

Remember...the key is to click 'I still need help' when you see it. 

[hopeandjoyhome]

Use the contact button and look for "manage shop" and keep clicking until you see "still need help" then a chat option will pop up. They can remove it there.

[hopeandjoyhome]

I had one that was a gift card that didn't process stuck in my sold items unpaid for 10 months! I tried the email route a couple times to get it removed to no avail, but the chat option worked.

[JennaWingateDesigns]

After about a year it just went away on its own. Never got an answer on it. Least of Etsy problems tbh,