Etsy erroneously charged shipping on order that should have received free shipping.

[RobertWGilmore]

My shop is RobertWGilmore and has a guaranteed free shipping promotion for all orders that total $35 or more. However, a shipping charge of $4.00 was added to Order #2585328483 by Etsy in error. I've refunded the shipping charge; I'm just notifying you about this in case you need to make sure the Etsy system isn't doing this on other orders. Thanks. Robert Gilmore

[MothersCharms]

I am seeing a fee of $4 to ship on all of your items. I do not see the free ship of $35 or more in your shop.

[CelebrateFunTimes]

It does "say" free shipping over $35 - when you select something, there will be a "blurb" about buying 2 items together and getting free shipping. His store has this.

[CelebrateFunTimes]

For US, you show free shipping over $35. Was your customer in another country?

[CappuccinoLace]

This also happens when a buyer is using an outdated version of the app.

[GalleryAntiques]

Etsy support does not read the forum, we are only other Etsy sellers like yourself who can give advice, etc.

I am in the UK so I cannot see what other posters see, as you do not ship to the UK, but they are saying that you have a $4 shipping charge.

If the buyer was in the US and should have received free shipping and did not, it would be best for you to contact support through the help pages with the order number. https://help.etsy.com/hc/en-gb?segment=selling

[RobertWGilmore]

Thanks for all helpful advice.  I was not able to contact Etsy in a timely manner about the issue.  Free Shipping was working fine in my store until I received a new order the day before yesterday.  Then it stopped working.  Etsy continued to indicate in my dashboard that I was offering Free Shipping but, in fact, the system was no longer processing orders correctly.  I haven't been aware of any notification from Etsy about changes to the set-up process for free shipping; perhaps I missed the notification - Etsy's system for making important changes known to stores is not always successful.  However, I've worked through the problem myself.  Free Shipping now has to be set up through the drop down in the "shipping profile".  I added the Free Shipping notice in my banner because of the way Etsy is now encouraging customers to combine specific items in order to receive free shipping; because of the way Etsy is doing this, customers can not readily see that free shipping is guaranteed on all orders that total $35 and in any combination of items.  It looks as if the free shipping guarantee is working once again in my shop - if any other forum readers see differently, I'd really appreciate hearing from you. 

[RobertWGilmore]

The Free Shipping guarantee process still doesn't work correctly, so please disregard my last post.  I'll have to try to contact Etsy through email or other method on Tuesday.  In the meantime, I'll just have to refund all of the incorrect shipping charges to customers.

[Adorabilities]

This happened to me once. I refunded the customer's shipping fee and let Etsy know. They looked into it and couldn't determine how it happened -- but they reimbursed me for the refund I gave the customer. 

[RobertWGilmore]

I did receive a telephone call-back from Etsy Support a few minutes ago. The agent looked into my issue while I waited, and the result was the same as your experience.  Everything seems okay with shipping in my store & it looks as if the charge on the order was a one-time glitch.  I want to note that Etsy Support was helpful, courteous, and responsive.  Thanks, Adorabilities, for your post and thanks for all other replies as well!