False Overdue Orders on Dashboard

PrevntProducts · ‎03-08-2024

Hey everybody!

For nearly 9 months now I have had a "phantom / fake" overdue order on my dashboard. Due to this, my "orders and shipping" tab on my dashboard displays 1 more order than I actually have. When I click on the dashboard warning, I am brought to my overdue order page, where it says "no orders here right now"

This all started when a customer tried to pay with Klarna, 3 weeks later, they reached out asking me where their order was. Puzzled, I asked for some clarification... After sending me screenshots of the order (of which I never saw before that), Klarna and tech support they advised them to open a case against my store.

For the last 9 months this customer has had an open case on my store, for an order that is not there (on my end) and due to this, I can't even see the case. Customer has refused to close the case as they placed multiple orders from different stores that day, and they all had the exact same thing happen.

Like a LIGHTSWITCH, my store took a massive downturn on that day, and never recovered, and being compounded by all the new fun changes happening.

I have opened 5 tickets (1 month apart, after each was closed) and all were closed for being "solved" . Without quoting chat, I am getting the exact same copy/paste response even today. After getting the same response today, I am back here asking if anybody else has any advice on solving this issue. Thanks in advance.

JMOldeVintage · ‎03-08-2024

@PrevntProducts - Until there is an order in your shop/shop manager then there really is no order.
It's possible that the buyer didn't complete the final step of the order - going from Klarna back here to Etsy.
That they made, or attempted to make purchases, from multiple shops could have been an issue with Klarna & in the end Klarna didn't approve the purchase(s).
Though I wouldn't be surprised if they did receive some sort of "receipt" from Klarna showing the shop names & amounts of the attempted purchases.

You say this buyer opened a case against your shop. Can you access this case thru your shop manager? If it's there you might try & go this route, contacting Etsy thru the case file, mention that the order was never approved/processed & that you need to have this handled asap.

PrevntProducts · ‎03-08-2024

Original post outlines customer posted emails from Klarna and Etsy (didn't specify Etsy) with the order receipt/invoice, and then the communication with their support on how I should be the one to fix this.

As outlined in the 1st post as well, I mention that as this order is "invisible" on my end, I am not able to see the case, customer provided me a screenshot of that as well as I was in disbelief.

Thanks for the messages from those that have been dealing w/ this and I hope we can get this fixed. Multiple vendors have reported when this happens, they still are receiving the funds of the order. The customer truely gets screwed and were here trying to fix a problem that is "a ghost" on our dashboard.

SVGRox · ‎03-08-2024

Unfortunately only Etsy can resolve this

SVGRox · ‎03-08-2024

Maybe this is related https://community.etsy.com/t5/Technical-Issues/Imaginary-overdue-order/m-p/142612727#M783762

BagmakerSupply · ‎03-08-2024

@PrevntProducts: "Customer has refused to close the case as they placed multiple orders from different stores that day, and they all had the exact same thing happen." This really does sound like a payment issue and that is between the buyer and Etsy, not the buyer and seller. The fact that Etsy has not closed a nine month old case says there is more to this story.

PetandWildlifeGifts · ‎03-08-2024

Etsy is notorious for sending canned responses never reviewed by a human. You need to reply from the I Still Need Help link in their replies. It usually takes 2 or 3 tries before a human actually reads it. Don't open new inquiries in a different thread, or they will automatically mark the first one as solved, then they will treat the new request as a new problem and you start all over again with the automated responses that do not solve your problem.

PrevntProducts · ‎03-08-2024

Thanks for the responses yall but I have expaned every avenue I can think of.

- New help request were only made after past once were closed for being "solved" when they indeed weren't. No help requests were made while one was still active.

- I have spoken with US Etsy's reps from their partner "Partner Hero" who are essentially the US-Based "tech side" of Etsy, and every time this was brought up, attention was given for 2 days, responses stopped, then the requests were closed as "solved" without any of that happening.

- There is a lot more to the story, as I was the one who had to provide to Etsy, the actual time stamps of the emails the customer received of their order confirmation, the emails from Klarna and Etsy stating that I was the one to reach out to addressing this

- Worst part of all is I received the customers funds. When looking though my CSV page for that month the order was not a number, but a series of characters. Example: 90&&5#=089! . Etsy acknowledged this, and communication all but ceased after I provided the whole "chain of custody"

There were about 1-3 threads monthly last year pertaining to this, appreciate those who have ran into this and can provide some solutions. Thanks