Customer Can't Complete Purchase

I have a buyer trying to purchase a custom order listing, but the site won't let her. She's been trying for several days, and neither of us can figure out what the problem is. I even tried listing the item as just a regular listing, but she still isn't able to check out. Sometimes I see the "order" on my end as an unpaid order, but then it disappears. She finally gave up and decided not to try anymore, so I lost the sale. I'm wondering how many other sales I might have lost in the last little while!

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Re: Customer Can't Complete Purchase

Is she using the app on a mobile device? A couple days ago there was a similar post. The seller told her buyer to uninstall and reinstall the app, on Forum advice, and it resolved the problem. Changing devices or browsers also often works. It's rather surprising that a serious buyer would abandon a purchase without trying to fix the issue by trying solutions.

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Re: Customer Can't Complete Purchase

I'm not sure what she was using. I suggested trying a different device, but I'm not sure if she did or not. I wasn't able to get much info from her. If she has troubles again when she tries to order next month, I'll see if I can get an answer from her on whether she's using the app. Thanks for the suggestion.

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Re: Customer Can't Complete Purchase

Thank you so much for this! I've been having a similar issue with my regular customer and felt really bad as she has never had this issue!

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UppNorthCo
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Re: Customer Can't Complete Purchase

I had this yesterday.  The buyer was using the app.  She switched to the web browser on her phone and it worked.  Maybe your buyer is using the app too.  That's all I can suggest.

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ChillwolfArt
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Re: Customer Can't Complete Purchase

@UppNorthCo 

Good advice.
Would be nice whenever something like this occurs, a Pop Up tells the Buyer this.  We certainly have other Pop Ups.

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UppNorthCo
Community Maker

Re: Customer Can't Complete Purchase

She was just persistent. 

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Re: Customer Can't Complete Purchase

If it happens again, I'll definitely suggest this. Thanks!

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ChillwolfArt
Conversation Maker

Re: Customer Can't Complete Purchase

Good advice from ChristmasIsLove and UppNorth.
The following is from Help > for Buyers 

https://help.etsy.com/hc/en-us/articles/360042784213-I-m-Having-Trouble-Checking-Out?segment=shoppin...

I will add; have been on and off periodically.  The site went down for me a short while ago.  Also older browsers are no longer supported by Etsy.
(I always use the same device, browser, etc. Never the app.  Recently getting stupid Captcha Issues (it stopped back in April; resumed 6/12).

It seems as if it's showing as an order then disappears, it (may) be something with her bank, card details, Payment Processing here; we have no idea.  Could be legitimate or a glitch.
I'm very sorry you lost the sale.  As a buyer, I wouldn't have been half as patient as yours was (no one should swim in mud to try to purchase).

 

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SugarTaffySoap
Conversation Maker

Re: Customer Can't Complete Purchase

@JoyfullySewnDesigns I know how you feel. I have a customer who can only order 3 items rather than 16. She tried on cell phone and computer. It makes me wonder how many buyers go through the same problem and how much sellers lose. Not everyone will message to let you know, they just give up and move on.

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Re: Customer Can't Complete Purchase

That's so strange! I wish we had some answers. I'm just hoping that when this lady comes back next month to order school clothes for her daughter that she is able to complete the purchase!!

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Re: Customer Can't Complete Purchase

There is only add to basket button... Hope the problem will be issused soon 

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