Free delivery over $35 is displayed but I do not provide free delivery.

[Poethan]

Recently a customer asked why they didn't receive free delivery on their order that was over $35. I stated that I didn't offer free delivery over $35, but rather $100 (which I apply via discounts). The customer sent me the following screenshot that states free delivery over $35 but I have no idea how to remove this. Any ideas?

I also am unable to see on the app or website that it is free delivery over $35, I can't seem to replicate what she is seeing. 

Here's what the customer is seeing: https://ibb.co/yPSMs9n 

[ExtremeCreation]

Go to your Shop manager, scroll down to, Settings, then click Ship Settings. It will take you to your Shipping profiles. Click on the tab for Free shipping guarantee and be sure that it is not active.  

Also check the listing the customer purchased as you may have accidently click free shipping guaranteed for that one listing and its my understanding that if you set up free shipping guaranteed, it will apply to your entire shop. 

[GetLuckyVintage]

I don't see it on any of your listings. 

[GlassyFields]

The buyer may have seen an ad for an item in another shop or a generic Etsy ad ... I've seen them say something like many items ship for free.

If you had the free shipping guarantee turned on and a domestic order was for $35 or more - shipping would not be applied. 

So I think the buyer has confused an item from your shop with the expectation of free shipping they picked up elsewhere.

At any rate the buyer should have seen the charges when they checked out.

If it was me and the buyer expected free shipping that you do not offer, I would offer to cancel the order.

[TBQSC]

Be careful ... scams are running rampant on Etsy ... as real as it may look, it's possible the picture is actually a fake!  Check your orders on the website ... if nothing is found there, you have most likely been duped!  Never click on any link provided within a message or within the Etsy forum ... many times those links will actually download malware onto your device.  Instead, mark those messages as SPAM and let Etsy take care of it!

[CappuccinoLace]

I'm gonna say this is an app bug.

That particular text is what appears when you have the FSG turned on, which only applies to US orders. As the screenshot is in AU$, I assume they are a domestic customer, and even had you turned on FSG it wouldn't apply.

[GetLuckyVintage]

Post this in Technical Issues. I listen to a weekly youtube show about Etsy and just learned your customer is not the only person this is happening to. Apparently the Company is randomly adding and removing free shipping offers on transactions. 

[funkydreamsmosaics]

I had a customer contact me yesterday that stated that they thought they should get free shipping.  I let them know that I don't offer free shipping.  (Never have.)  I suggested that maybe they confused my items with items from another shop.  But now I'm wondering.

Still, their order was for $15 so even the FSG wouldn't have kicked in, so I still think they might have been confused.