First buyer can’t complete order- how do I get help?

[TrueClementine]

I’m new as a seller on Etsy.  My first buyer has contacted me with difficulty completing his purchase, but I don’t know how to get help with this issue.  The message he received says “double check your order details.  There was a problem submitting your order….”  Since he’s my first buyer, I have no idea what’s going on. 

[NanaLetha]

Do they have items from other shops in their cart? Do you ship to their country? Is their credit card up to date?

[SugarTaffySoap]

Did buyer complete the personalization? 

[Amaradorn]

You can't add to cart without entering text in the personalisation box.

[Amaradorn]

Maybe there's a problem with the buyers address? What country are they in?

Are you trying to order your own item? That's not allowed.

[TrueClementine]

The buyer said he completed the personalization.  His address is in Florida, so I don’t think the problem is there.  Would etsy tell me if the problem was on my end? This is my first potentialsale, so I’m wondering if I have set something up incorrectly, but I don’t know how to check that.  Is it possible to speak to someoneon Etsy, or does everyonerely on these forums? 

[PiecesOfMePaperCraft]

While you're trying to figure it out I would remove any reference to Dr. Seuss in your listing (title, description, tags) as the name Dr. Seuss is a registered trademark.

[TrueClementine]

Oh thanks- I didn’t realize. The potential buyer is asking if we can do business another way, since this etsy order won’t go through.  Is this something etsy discourages? He’s sending me screenshots of the error messages he gets while trying to place the order and I just have no idea how to figure it out. 

[SmudgePlant]

I don't think this has anything to do with the payment not going through but you should complete your shop policies. 

Let your customer contact Etsy. It sounds like the problem is on his end. Your shop shows that you have Accepted Payment Methods.

Do not let your buyer talk you into selling it off of Etsy, or sending you a check or other payment method.  Sometimes people scam new sellers.

[PiecesOfMePaperCraft]

That’s an excellent point, especially since it’s a $700 item. 

[TrueClementine]

Thank you

[SmudgePlant · Accepted solution]

Sorry @TrueClementine . You can mark his messages as spam if he keeps it up.

[SmolThingsConsidered · Accepted solution]

As a customer this happens to me every single time I use a certain card (my Venmo card)

The money is there, the date is note expired, I have no idea why but I get exactly the same message your customer is getting.  Any time I want to use that particular card I have to hit “update payment info” then hit “save update”

I never actually do anything, the info is already correct, I just have to do those extra steps.  I’ve never been able to figure out why.  

[JMOldeVintage · Accepted solution]

@TrueClementine - The following is a link to setting up shop policies - do act on this immediately:

https://help.etsy.com/hc/en-gb/articles/115014372467-How-to-Set-Up-Your-Shop-Policies?segment=sellin...

Read this regarding the mention of intellectual property:

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

Also, and I say this only because you are mentioning Dr. Seuss & Alice in Wonderland, do check on any government regulations on children's furniture.  And/or do a generalized check on furniture safety - tip over hazards, etc. 

[ChristmasIsLove]

@TrueClementine "The potential buyer is asking if we can do business another way, since this etsy order won’t go through.  Is this something etsy discourages?"

Do not EVER take a transaction off Etsy. That's a red flag for a scam or fraudulent order. Taking an order off the site is also fee avoidance, which is a violation of Etsy seller policy.