Customers can't add a note to me (the seller) when checking out

[MamaLoveOrganics]

I have had three customers this past week write to me, either via email or some other way, to tell me they could not add a note to their order when checking out. These are for custom orders where they need to add instructions or for my Buy Three, Get One Free Discount listings where they tell me what 4 items they want to purchase. This has come up from time to time in the past, but even repeat customers are reporting problems now! I can't buy something from my own shop to figure out what's going on. 

I asked Chat for help. They gave me a screenshot here: https://p23.zdusercontent.com/attachment/2016348/Pxo05KcxsK8Udau6L6W7brze1?token=eyJhbGciOiJkaXIiLCJ...

Neither one us sees a way for customers to add a note. They couldn't find anything obviously wrong in my shop.

[GroundZeroCreations · Accepted solution]

@MamaLoveOrganics  Did you enable the personalization feature on the listing? 

I think this will work

Here's how to do it:

• Go to your Etsy shop manager: Log in to your Etsy account and navigate to your shop manager. 
• Select the listing you want to add personalization to: Find the listing you want customers to be able to add a comment to. 
• Enable Personalization: In the listing details, toggle the "Personalization" option to "On". 
• Add a prompt for the comment: Within the personalization section, write a clear message instructing buyers what to include in their comment, such as "Please add a special message for the recipient" or "Enter any customization requests here." 
• Optional: Set personalization as optional: If you want customers to be able to purchase without adding a comment, check the "Personalization is optional" box. 

[MamaLoveOrganics]

Thank you! I had no idea.

[WitticismsRus]

@MamaLoveOrganics 

It looks like they moved it again ugg.

I just carted an item and didn't see it anywhere. I eventually found it. It's not intuitive at all (as usual ugg). 

If you look on the screenshot you posted you will see 3 dots next to your shop icon and shop name up top left. If you click the 3 dots you get a drop down with an option to Contact shop or + Add a note about this order. If I click + add a note about this order then a small text box appears that says Add a note to.... and I can type my message there. 

I'm on my desktop via chrome. No idea what it looks like on the app.

[GroundZeroCreations]

@WitticismsRus Awesome! Now she has two different ways she can choose from that will allow buyers to add their comments. Thank you for sharing!

[MamaLoveOrganics]

Wow! That is not at all obvious. Thanks for your help!

[UniquelyYouBridal]

Just before the customer pays....that last click the page has a area where the customer can leave a note to the seller.  I think Etsy tweeked the page again, because it wasn't this last step previously before you pay for the item.

[MamaLoveOrganics]

Thank you.