First Sale Fail

[ShadowedShrine]

I just had my first sale but it failed... "Unfortunately, Etsy was not able to approve the order and the sale has been removed. The item(s) have been placed back for sale in your shop and you haven't been charged any fees. "

This is super frustrating given the amount of effort and time i put into setting up my store.

There is not even a detailed description, or any reason as to why.

Can anyone help?

Thanks

[UniqueGiftOrnaments]

Most of the time it is because the buyer may have an invalid card (or possibly fraud). It's not Etsy's fault. It's for your protection, and Etsy does not give any details on personal finances.

[Marmalady]

Rather than be frustrated at the failed order consider yourself to have dodged a bullet

Etsy have cancelled the order because the payment failed for some reason -- stolen card, gone over their credit limit, something suspicious about the information given etc etc
It would have been a whole lot more frustrating to have sent the item out and then had the payment taken off you. 

They will not give you any reason as that info is private between the payment processor and the buyer

[WitticismsRus]

@ShadowedShrine 

It could be any number of reasons why the buyers payment failed. None of which can legally be discussed with you as it's private financial info between the buyer and the credit card processor. In short...it's really none of your business why if it's a credit card issue. I know it's frustrating but it sure beats the alternative of dealing with a fraud issue after you have shipped the order. It really is for your protection even if it doesn't feel like it is right now.

Now if there is something not set up properly in your shop and that held up the purchase then Etsy will let you know what the issue is. Usually it's an ID verification issue. Have you finished all of that part of shop and account set up? If not then get that bit finished.

[PlatypusDream]

This is an opportunity to ensure your items adhere to Etsy's Terms of use.

https://www.etsy.com/legal/handmade

https://www.etsy.com/seller-handbook/article/the-ultimate-guide-to-intellectual/22398703823

[TickleYourWitch]

Be happy. Etsy saved you from a potentially bad situation which you can’t afford as a new shop. This is one thing Etsy and/or the payment processor does we can be thankful for. 

[ShadowedShrine]

Hi all, thanks for the advise.

This wasnt a scam, this was a friend that asked to buy a copy of my album so I refered him to etsy, not a scammer or someone dodgy.

I checked with him and the money went out of his bank account, but it says the sale is cancelled.

Pretty concerning that etsy is charging people, then cancelling the order, and not providing me any information or details.

[audreytherese]

Was this friend by any chance with you when you referred them to your Etsy shop? If they made a purchase when logged into the same IP address as you, the sale could/would have gotten flagged. 

[PlatypusDream]

As @audreytherese mentioned it could have been flagged for Shilling.

https://www.etsy.com/legal/policy/shilling/243317364583

[ShadowedShrine]

Thanks for the advise, i dont think it was shilling. it wasnt a Friend but more of a fan of the band that wanted to buy my newest album, and he really didnt seem dodgy and was really excited to buy the item. Even if that was the case he should of been refunded. Wasnt on the same IP address as he is in a completely different city.

Is there any course of action where I can get more information from Etsy, as i said the money was paid but I never received it, so it is just sitting with Etsy.

It was a genuine sale of a good to a fan who asked where to buy the album from on my band's facebook account so I linked him to my etsy page.

[audreytherese]

He likely will be refunded, but it could take a week or so for the funds to clear back into his account. 

[audreytherese]

Since that was your first sale, it also may have triggered something in your account. Have you uploaded any necessary documents, like your government issued ID? I believe they normally put your shop on vacation if something is missing, but just throwing out ideas. 

[CarpetCollectionAU]

@ShadowedShrine It is not unusual for first sale/s to fail. More often than not, this is caused by something in your Payment Settings information. Bank Account, CC and ID Documentation undergoes an initial "automated" verification process. The first sale/s sometimes trigger a more thorough check of documentation. If Names do not match, if the addresses do not match, if the CC is out of date or if the imagery is unclear, Etsy will ask for additional or clearer Documentation. Check your Finances> Payment Settings and Legal and Tax Pages for verification information and/or your email (including "junk" and "spam") for any requests from Etsy to complete the verification process.

[audreytherese]

In the shop manager go to finances>legal and tax info. 

There you can double check information is correct and your ID has been verified. 

[ShadowedShrine]

Thanks all. My account seems like its working as normal. The only thing pending verification is my bank account which i am sorting out now. That's the only thing I can think of.

[CarpetCollectionAU · Accepted solution]

That will probably be the issue. You must have a valid and verified Bank Account for Etsy Payments to work. Good Luck sorting it out.

[PureMaddy]

Then that seems to be the reason why the sale was cancelled as your bank account has not been verified. Should a refund need to take place and for all the other additional fees (processing fees, listing fees, etc.)  -> there's no way for Etsy to even do that since there are no funds in your account nor is your account tied to a valid CC.

[JustMeToo]

@ShadowedShrine   While you are checking over your shop, be sure to add return policies.  They are very important.  Many people will not purchase if you don't have them, and etsy will side with the buyer in a dispute.