Customer did nor get free shipping on an order over $35

[SnipRipHooray]

Is this a glitch? I have never had this problem before. The listing is 3 years old and it has worked fine before. Customer is upset and understandably so, she thought I was scamming her.

[BeachPleaseCreations]

Hmmm. strange after all that time listed too. Can you refund her the shipping charge and explain it was a glitch?

[ChristmasIsLove]

That can happen when the buyer is using an outdated version of the app. You can easily refund the shipping to the buyer.

[PiecesOfMePaperCraft]

I hope you get it figured out. 

I just want to say thank you for filling a need. I was diagnosed with stage 2 BC in 2017 and I turned to Etsy for hats. Yours look very nice and comfortable!

[PrimFun]

The $35 is working.  Old app maybe?  Have her update.  Did she use BIN?  That doesn't combine.  

Maybe her browser has high security on it.  Maybe the phone is interfering with her purchasing.  Is she using another device like a Kindle?  

Hopefully you can reassure her.    

[SnipRipHooray]

Thank you everyone! I had no clue it could be from using an older version of the app. I did refund her, I would just prefer that it would not happen again. Just worried that I could be losing sales if people see they are charged shipping.