Free Shipping Guarantee - customer charged

[BCInspirations]

Hi,

I have the free shipping guarantee turned on for my shop. A customer living in the USA purchased more than $100 in items and was charged for shipping. I contacted Seller Support and was told that the customer selected "First Class Shipping" as an upgrade. I tried to explain that the USPS doesn't offer First Class and that when they did, it wasn't a shipping upgrade. 

Is anyone else having this problem?

[WitticismsRus]

My first thought is that it's a glitch due to etsy not updating the shipping options. They haven't changed first class to ground advance yet in shipping settings so maybe thats the issue. So the two bits are conflicting and causing it to malfunction and charge for shipping. Hope that makes sense.

[CappuccinoLace]

They may have been using an outdated version of the app to purchase. That's still the case where FSG isn't in that version, and therefore it charges shipping.

[audreytherese]

I can't say why that particular service would have been charged, but if I put something of yours in my cart I have 2 options. The first that it defaults to is clearly labeled as 'FREE', or I can choose an upgrade option from the dropdown menu. While of course it could be a glitch, it sounds like the customer specifically chose a shipping upgrade. The actual service chosen is fairly irrelevant, since Etsy's system hasn't been updated in almost the year it's been since changes were made with the available options, so they're not necessarily going to be correct anyway, an upgrade is an upgrade. 

I would reach out to the customer and ask what their preference is. Were they trying to get it quicker? Is there an available service for you to ship quicker based on what the customer paid? (vs if the next service is would have actually been significantly more)

[BagmakerSupply]

@BCInspirations: Do you perhaps have Parcel Post (now Ground Advantage of 16 or more ounces) as an option? Then First Class (now Ground Advantage of 15.99 ounces or less) would be viewed as an "upgrade".

[ArtDollsbyJD]

I just checked a listing and the FSG is working.  You have upgrades so did the buyer choose a Priority upgrade?

Is the buyer using an old version of the app?  That might be the reason if you just enabled FSG.

I would sumply refund the buyer the shipping with apologies.