Free shipping error, chat error

[DragonflyDreams1]

A buyer was shown free shipping when she went to check out (which I do not offer) and once she clicked to complete with Apple Pay the proper shipping amount was added and she was charged for it. She was angry and asked for her order to be canceled (which I did). I was provided screenshots of checkout showing free shipping. So I decided I would report the issue to Etsy and brought up chat. It asked for 3 verifications, I entered them and it now shows "Details could not be sent. Try again". I am now stuck in a chat that will not work. 

[BlackSheepDyeworks]

There's another thread about this here: https://community.etsy.com/t5/Technical-Issues/Etsy-Phone-App-Shows-Free-Shipping-Known-Issue/m-p/14...

I tested it, using the buyer app as a guest, and my own listings, and confirmed it shows shipping as free.  I'm not sure how long it's been going on, if it's intentional, or a test, or an error.  I wouldn't put it past Etsy to do this intentionally, unfortunately.

[GlassyFields]

Double check your shipping profiles, promotion coupons, sales and make sure you're not signed up for the free shipping guarantee. Might be an Etsy glitch but it would cause me to double check everything. 

[DragonflyDreams1]

I stopped the free shipping guarantee a long time ago. I have two shipping profiles both are calculated. I have never created a free shipping coupon. 

[BlackSheepDyeworks]

@GlassyFields, it's showing free shipping regardless of any coupons, shipping profiles, etc.  You can test it yourself (assuming it's happening for everyone) ... open the Etsy app and add one of your listings that does NOT have free shipping to your cart.  Does it show shipping is free?  That's the problem.

[OpalKobus]

Customer of mine has just mentioned the same issue. She has got a discount applied, but there's no free shipping offers active. Have just advised her to go ahead and I'll cover it if does end up being free by the time she's paid.

[ModJose · Accepted solution]

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