Free US Delivery for £15 item

[AlwaysHandCraft]

Hi ETSY community,

I have received an order from the US for an item of £15. I enrolled to free US delivery over $30. However this order is way below and yet it is free delivery. 

I contacted ETSY support after spending hours, thanks to links provided in the forum, via e-mail. I received a mail saying the ticket is open on the 13th and as of now 18th, 9.30am UK, didn't hear anything back. 

I am tyring to follow the links in the mail i received but it all takes me to Help home page. I can not sign-in no matter how many times i tried, from laptop, from phone, signout-signin to dashboard, clean cookies, different browsers.

My order is overdue now (I extended the dispacth date to today). 

Anyone had the same experience, any tips on what should i do. If i mail the order, it will be a loss sale (shipping, etsy commissions). On the other hand it is not customer's fault. 

Thank you in advance,

[Arcalliq · Accepted solution]

 i just tried to put into basked your earings for 10.99 - it showed free delivery to US so my bet is your shipping profiles are set wrongly.

For this case, as it seems to be your mistake, I would honour the sale, send the item and take the learning.

Edited to add - in fact the only listing i looked at, has a free worldwide delivery so you need to sort your shipping profile.

[AlwaysHandCraft]

Thank you for taking the time to reply.

I checked and somehow they were showing free delivery. I deleted the profiles. 

And I will send the product to the customer.

[BlueCatStudioShop]

@AlwaysHandCraft  Cancel and Refund, there is no reason for you to take a loss and you don't need a reason to cancel.

[AprilCottageCrafts]

I wouldn't cancel and refund if the customer didn't request it.  I'd take a hit on this purchase and send it and then make sure my shipping profiles are watertight.  If nothing else it will show good customer service.