Domestic / Global Shipping Prices "Glitch"

[PoppysLoftUK]

I have read some threads from last year and cannot believe this has still not been fixed.

I am based in the UK and have made a sale to a customer in the US at the domestic price despite having a global price set and saved. I set prices higher for global customers so that I can offer "free postage" as this is recommended by Etsy themselves!

I have contacted Etsy support and they have said the engineering team will be in touch. The person I spoke to asked me to contact the buyer and explain that there are different prices for international customers. Putting myself in the customer's shoes, I don't think this is a good look for the shop, and I won't be doing this, especially as my store is new.

Having read some people's experiences about losing thousands due to this issue, I have started to lose hope in Etsy.

Is it ever going to get better? Is it worth staying?

Sorry for the rant - I am just feeling quite sad and deflated at the moment. 

[Epheriell]

Ask Etsy to reimburse you the difference. They did that with me, and with tons of others whom this has happened (and is still happening) to.

And double-check all your other listings that the prices are set correctly. I had some that glitched and defaulted both prices to the domestic price. I have now taken screenshots of ALL my listings to prove that I have all the prices set correctly for the next time this happens to me.

[PoppysLoftUK]

Thanks so much for that! I have taken screenshots and I did notice last night that the same thing happened with another item a few sales ago! I didn't know that Etsy could reimburse for the loss. This is the third time I've had an issue with something since opening my shop and every time I have contacted support it has felt like I have gotten nowhere. Thank God for this community.

[TheRedBootQuiltCo]

I've just discovered the same issue. I've got a jumble of prices being charged across multiple listings. In some cases the global listing option has been disabled (not by me) altogether. I've been online with a customer service rep and have gotten nowhere. I've asked for someone to follow up, but we'll see how I go. It seems they are hoping it will just go away.

[nemeton]

Hope you get reimbursed. I don't think Etsy are ever going to fix this so the only option is to stop offering 'free' shipping and set up shipping profiles that will allow you to charge the customer the actual cost to ship to their location. Etsy Support are, shall we say, not the best in the business (this is me with my charitable hat on, lol) but yes, thankfully there are a lot of helpful people on these forums who have shown persistence and ingenuity in coming up with workarounds for problems!

[PoppysLoftUK]

Thanks for that, I hope so too  

I made new delivery profiles last night and stopped free shipping for global buyers.

I wonder if this is genuinely going to affect search position as Etsy claim it does? 

Loved your charitable wording, I actually feel like I'm talking to a human!

[RedHotMoulds]

This has just happened to me again this morning. A sale to the USA, which has slightly higher pricing to offset the higher shipping costs, has gone through at the domestic price. I know my listings are all correct because I check them and screen shot them as proof. It has been going on for a year now at least. I don't know why Etsy can't seem to fix the issue. 

[PoppysLoftUK]

@TheRedBootQuiltCo  &  @RedHotMoulds - I can't believe how long it's been going on for either. In the response I received from the engineering team, I got the impression that they are well aware of the issue. They have offered to reimburse me for the losses, so I highly recommend that you both pursue this. The massive inconvenience for sellers like you who have been on Etsy for a long time is having to go through each global order and work out the difference. I have now stopped offering free shipping and have set prices for overseas deliveries. Best of luck to you both and I hope you get it sorted.

[RedHotMoulds · Accepted solution]

Thanks for the advice. I contacted customer support and they did credit me for the difference between domestic and international pricing on the affected orders. It wasn't a huge amount but it covers the additional shipping cost. They also advised me to deactivate international pricing, save the listing, then re-activate it and save it again.

[TheRedBootQuiltCo]

Thanks xx The engineering team is giving me the run around saying I sell digital items when I've got 50 pages (each page with 50 orders) of physical items. I'm trying not to get angry but I hate it when you are sent around in circles, especially since they know about it :o/ I've disabled most of my physical items now, I can't keep taking losses on 'free' postage.

[3DPropsGB]

The support team was no help when i last tired with them. I just had it happen again where someone from the US got the UK price, but the listing looks fine and the fact that can no longer view the old listing page don't help as that was the only way i could see any broken listings.

What i now do is set my prices to the oversea's price with free shipping and then run a UK only sale at 25% off to make the UK price back right in my case.

[Epheriell · Accepted solution]

Yep, this is exactly what they told me to try to fix the issue: 

Do this edit in your mobile browser or desktop (not the app, as it's apparently getting updated and this won't work):

Disable domestic & global pricing on the listing

Publish the listing

Edit the listing again to add domestic & global pricing

Publish the listing

No, I don't know if this will work, but I'm going to try it.

[RedHotMoulds]

Just had my first international sale since I disabled the domestic and global pricing and then added it again, and it appears to have worked. My order came through at the international price. I hope it stays fixed.

[AntiquarioUK]

Hello,

I just discovered that I'm having the same problem on all my lisitngs (it worked fine until recently).

I followed the steps but it still doesn't work which basically means I am no longer able to offer free worldwide delivery.

This is really appaling.

[AslocktonForge]

This issue is not going away!

[PoppysLoftUK]

@TheRedBootQuiltCo your digital items are clearly marked as digital downloads, I wonder why Etsy are not understanding that you have physical items that you are shipping?

@RedHotMoulds very happy you got it all sorted in the end. I hope it stays that way!

@Epheriell thank you so much for the advice

[RedHotMoulds]

I may have spoken to soon. Just had a new international order go through with a domestic price on. The ONLY thing that had happened to that listing since applying the 'fix' was that I edited it to increase the stock quantity. So the fix provided by Etsy support may well work, but if you edit a listing, even just to change the stock level, you may have to do the hack again. Every time.

[ByMlous]

I have the same problem and asked to solve this problem in the chat. Can't connect to the chat (although they did not answer my questions anymore). 

Is there an other way to contact Etsy? I would like to receive my compensation in this.

[PoppysLoftUK]

support@etsy.zendesk.com

This is the email address I have for their support team. They are not the best at replying to any emails that go here. It's worth a try though. I hope you get your money back

[DJmedievaldresses]

I have the same problem for the last week. Please fix the problem.

[3DPropsGB]

Sadly it been going on for well over a year, so it seems it will not be fixed. Along with the fact the new updated app has removed the feature is telling also.

[nad205]

Thanks for this post as it answers my question. Now I am waiting for Etsy support to answer my same issue and hopefully they will refund me the difference between domestic and internasional pricing.

[HumdingerDesigns0com]

This issue is still happening as of Sept 2 2024. I just had several International sales go through using the Domestic pricing. I have had the pricing setup since they forced it upon us. Nothing but issues lately.

[SilverByJake]

This issue is now happening with me as well. I have just declined an order as result . First time it happened Etsy sorted it second time they’re being a nightmare. As a result I’ve turned the price difference off and added a UK only sale to recreate the pricing. If this doesn’t work then I’ll have to give up the free delivery guarantee this makes me think about closing the shop altogether 

[HumdingerDesigns0com]

Issue is still happening 10-10-24 and has possible gotten worse. I can no longer make pricing changes. The International price keeps reverting to match the domestic price even though i edit the listing and "Publish Changes".