Customers are being charged the wrong price - please check your orders!

[WoodsmokeAndWillow]

I'm a Canadian seller, so I have a different product price set for customers in Canada because I am required by Etsy to include some taxes in my Canadian prices.  

This last week, my last few buyers in the US have been charged the (higher) domestic price for my items rather than the "everywhere else" price.  I contacted Etsy support, and they told me this is a technical error and their engineers are working on a solution.  

This is frustrating on many levels because (1) my customers are being unfairly overcharged and (2) this must mean the wrong, higher price is also being displayed to all buyers regardless of their location.  My sales are dramatically down, and I wonder if this is part of the reason.

If this is happening in your shop, please let them know so they can know how widespread this problem is!

[MokuMokuPens]

Sadly, this is a known issue since a very good while and they know it...I have seen such issue very often on the forums.

[WoodsmokeAndWillow]

Does it affect shops randomly, or as a whole?  It's just the last few days for me, but all of my American orders in the last few days were charged the wrong price.  The day before it began, the correct price was charged.

Bizarre. I hope it will be corrected soon, but so far not yet.

[MokuMokuPens]

That I have no idea. I have the same price for both settings so I don't get this kind of issue. Etsy does the Canadian tax gathering for me.

[WoodsmokeAndWillow]

To make things even more bizarre, when I go back and look at two of the orders that I know were charged the wrong price (because I sent them to Etsy support) they now show the correct price was charged.

But the last two orders still show that the wrong price was charged.  I wonder if it will change on the order form eventually too.

[cindylouwho2]

It's been going on for over a year. 

"when I go back and look at two of the orders that I know were charged the wrong price (because I sent them to Etsy support) they now show the correct price was charged." Hmm, maybe Etsy is doing this to compensate you? 

[HipstoricalHome]

Hello,
I'm currently experiencing the same problem with domestic prices being displayed to customers abroad. There is no help from Etsy, on the contrary; since I brought the problem to their attention, I can no longer reach Etsy via the message function. They seem to have blocked me. We are making a massive loss right now. 800€ in 6 months.
Have you found a solution in the meantime?
Greetings Melanie

[MattsCustomArtShop]

I listed a painting at £199 for the UK and £358 Everywhere else. But the item sold to a customer in Italy for £199 with free delivery!

[PoochandTabby]

I would refund if you're going to lose money. Etsy was previously refunding some sellers because it's a known issue, but now they are just being firm and denying. You may get help if you get a good support person, but who knows...

[KaleidoscopebyAmyLou]

This is happening to me right now and I'm losing serious money. For me, customers are purchasing at much cheaper prices. They're able to buy at my UK domestic price for international orders

Etsy was responding to me at first and now I'm being ignored:(

It's absolutely appalling that they can't fix this and even more appalling that they won't assist me.

[MattsCustomArtShop]

When you reach the contact options request a call back. They started ignoring me on the chat but when I requested a call back they dealt with it there and then. She was great actually. She could see it was etsys fault so paid me the remainder of the balance which showed up in my account instantly 

[KaleidoscopebyAmyLou]

Me again. I've now turned off international shipping until the matter gets resolved as I don't know what else to do? Will it ever get resolved though? Etsy can you please help!

[MattsCustomArtShop]

They said its an issue with the app so do all your pricing and shipping costs on desktop 

[PoochandTabby]

Yah, no. I only use the desktop and it's a complete nightmare. No solution sticks for me. As soon as you touch the listing or someone buys it, it changes again.

[MyNeedleCrafts]

@MattsCustomArtShop I don't think it matters where you do your pricing. I only use desktop for managing my shop and the pricing tool is always screwing up.

@KaleidoscopebyAmyLou if you do a search in the technical issues forum. there have been a few workarounds that have worked. For me, I set the prices the same for both domestic and everywhere else with the everywhere else price. Then I select the items and use the edit tool at the top and decrease or increase the domestic price to the correct amount. It is a total pain but it seems to work. I do go back and check periodically in an incognito window using the appropriate currency selection to see if they are still correct. I've noticed that sometimes a price will get changed when an item is renewed but not always. Also, any edits you make to the item with also throw the price back to the incorrect amount. At least that's my experience. So frustrating.

edited to add: this has been going on for me for a very long time, so I wouldn't expect any fixes from Etsy any time soon