Fee Glitch

[moodyboudoir]

I've recently discovered an unusually high negative balance in my payment section.

Where maybe £7/8 fee might normally build up over several weeks, for auto renewals and the odd listing or sale, suddenly I'm owing nearly £50.

Support have emailed me today to say it's because 247 items renewed in one day.

Surely this would have to be because they were all listed, at some time, in one day?

Never happened. Never ever. 

This has got to be a system glitch of some sort - unless there's now a charge for opening your shop up after being on holiday, which I briefly did a week or so ago and then put it on holiday again.

Is anybody else encountering this?

[NicoleButteryJewelry]

Definitely renew listings to only get charged for their fee but they don’t show as active, so I do it again and it works but now I’ve paid double the listing fee for about half my items. Definitely glitchy. Very annoying and half the time I just take it because to figure out what to do over 5 $ extra isn’t worth my time, but I bet they make $ off it being so glitchy 

[PrimFun]

@NicoleButteryJewelry   When you renew, do not push the button again.  Check the shop payment account to see if it went through.  Depending on device there can be a delay.

The thing is to never click twice but check first to see if it did take. 

[Former_Member]

I think they make a lot of money on glitches and fake advertising!

[OwlAlwaysKnit]

@moodyboudoir if your listings are on auto renew they will still renew when on vacation, could that be the reason.

[moodyboudoir]

No. Because as I said, 247 listings have renewed in one day and that's what doesn't make sense.

[OwlAlwaysKnit]

That doesn't seem right at all, I guess the only thing you can do is keep at Etsy until you get the correct help, very frustrating.

I don't know what else you can do.

[moodyboudoir]

Yes, thanks.

Apparently something like this did happen a few years ago with Etsy, on a large scale, just been reading about it. Everyone got refunded.

[PrimFun]

Go through your listings and the shop payment account to see when items were renewed.  Then by email, contact Etsy to review this.  It does sound like a glitch. 

I don't believe chat works for financial matters, 

[moodyboudoir]

@PrimFun as per my post, support have told me all the items - 247 of them or half of my shop - renewed in a single day.

I did email them, or at least I tried to, email got bounced back as 'unattended inbox' or something, so I followed the given link to contact from Etsy - then got a reply from the address I'd emailed in the first place. Go figure.

Not getting anywhere with this so far. I made another post in the Finance section of the forum, because I couldn't change the title of this one to better reflect the nature of the problem (mystery renewal/fee charge) - and maybe stop being told that items still turn over when shop on holiday (I know, that's not the problem, as explained!)  but seem to just be getting snark. Actually, looks like someone helpfully objected to me making two threads and it's been deleted now! Seriously, better things to do?!

Wondering whether to just shut the shop and be done with it, but I'm not paying a large fee I don't owe!

[moodyboudoir]

@etsy - I am reporting this issue here as a suspected glitch.

Please investigate/help?

[moodyboudoir]

Hi, me again!

Well, I've just had another reply from support, a different colleague, telling me they'll help me 'further' and then, like the first person, telling me that the charges are for listing auto renewals and that actually items still renew when your shop is on holiday.

To say this is frustrating .. 

How do I actually get help with this??

[WitticismsRus]

@moodyboudoir 

Was that reply via email? If so then reply to that email stating that it doesn't solve your issue and you still need help. You may have to do that a few times before you get to someone  high enough on the support chain to actually help you.

I know it's super frustrating dealing with etsy support (or lack of support). Hang in there!

[EtchedinTimeLLC]

How long was your shop on vacation?

[GlassyFields]

I use manual renewal. And every week or so I use bulk edit to make sure everything is on manual renewal.

And sometimes when I renew or create a new listing I get duplicates. I use the extra listings as templates for something else. I've also learned to wait a few seconds between listings ... and refresh my screen. A renewed or new listing sometimes doesn't show up until I do a refresh. F5 works on my computer or I click on inactive, then go back to active to force a refresh. It seems to be a synching issue.

[moodyboudoir]

@WitticismsRus Yes, email, have replied twice now, maybe third time lucky!

Thanks.

[moodyboudoir]

• Well, had a third reply from support, some more standard info given and this time, they seemed to think the items had renewed on the same day they were listed, rather than too many items impossibly renewing at once - but a 'goodwill' refund of the charge for the 247 items was refunded so that's the main thing.

Phew - I'm assuming it was some kind of glitch, I just hope it doesn't happen again!

[moodyboudoir]

Well, by the next day after refund, over £4 of renewal fees had already accrued.
That's 20+ items inferred to have been listed, at some time, together in one day.

Never happened!

This all started with the mystery 247 at one time renewals, there's obviously something wrong here and I can't afford for this to keep happening at this rate, so have closed the shop, with no view to reopen, after 6 years of business. It was a slog trying to get 'support' to understand there was a problem with the first instance.

Granted, sales were down because of wider economic factors, but I'd hung on for a long time, now this has forced my hand.

Etsy was great for me at a time but clearly that time is over.

Just a heads up in case anyone encounters the same problem with the fees!

[ButtonHive]

Yes!  I reopened my shop on 8/25 after closing for 1 day.  Etsy charged a renewal fee on all of my 3700 listings.  Every single one.  After one chat and two phone calls I got lots of useless advice such as links to fee structure and other useless poor attempts at getting rid of me.  Finally last person I spoke to said they there is a glitch.  And the engineering team is aware.  Nothing has been credited yet.  We’re talking almost $500 in fees.  Pages and pages of $0.20 fees per listing.  

[MotherOaksGarden]

Yes, this just happened to me. Etsy paused my shop to get me to update my information, and afterward, I was charged for numerous listing fees totaling over $45. They said they’d expired.