Global Pricing - Intermittent Glitches?

[ImogensImagination]

I'm starting a new thread as there isn't a recent report of this. All older threads date back to early 2023 and I've never had a problem until recently.

In the last 3 weeks, I have had to cancel 3 orders because international shoppers have somehow managed to purchase at domestic rates - total value over £300.

I use global pricing to include DHL delivery into my US order and significantly reduce the additional shipping costs to all other locations. For this reason, I am unable to simply absorb these cost differences.

However, this doesn't apply to every international order. Luckily, so far, one customer was happy to reorder at the correct rate - one didn't reply to my messages and the final one was about an hour ago (so no response yet).

I used the option of "Seller declines transaction" as I don't want to get punished for frequently cancelling orders - especially as I wouldn't have to if the correct price had been charged.

Is anyone else getting the same glitch?

Have you had any joy contacting Etsy Support about this? (I realise that's a very long shot!)

[CappuccinoLace · Accepted solution]

This has been going on for over a year.

It appears to relate to the NEW listing format.

Try editing the prices in the OLD listing format.

There's no way to tell for how long that fixes it before it breaks again.

These are all threads this year

https://community.etsy.com/t5/All-Things-Finance/Charges-to-International-buyers/m-p/145552929?searc...

https://community.etsy.com/t5/Technical-Issues/quot-Everywhere-Else-quot-sales-are-being-charged-Dom...

https://community.etsy.com/t5/Managing-Your-Shop/Etsy-cutting-my-prices/m-p/145622296?search-action-...

https://community.etsy.com/t5/Technical-Issues/International-order-checking-out-with-domestic-prices...

https://community.etsy.com/t5/All-Things-Finance/etsy-is-facing-some-technical-glitch/m-p/145431197?...

https://community.etsy.com/t5/All-Things-Finance/Major-glitch-Int-l-amp-dom-c-shipping/m-p/145132407...

https://community.etsy.com/t5/Technical-Issues/Domestic-Global-pricing-problem/m-p/144794426?search-...

[ImogensImagination]

Aahhh - I didn't spot these newer posts.

It's very odd, I rarely use the "New" listings format, but will follow the advice given.

Thanks for your help

x

[howtobooksandmore]

Of course it is a glitch.  Etsy has glitches in every section of their website and they are currently working on the few they might have missed.  They even go back and add new ones just to keep it interesting.  This is what constant, unsupervised testing gets you - glitches where there were none before.

[OldShoreBooks]

We have the same glitch for 50 listing published in the last week. Although the listing is correctly showing the price for global and domestic market buyers globally are not seeing the correct price for their country. They are seeing the domestic price and a buyer in America has already been able to buy an item for the domestic UK price. 

I saw this thread and wondered if you have found a solution to this issues? We have currently deactivated the 50 listings but since we have nothing to amend in the listing (all price details are correct) its difficult to know what to do. This has essentially been a lot of wasted hours and of course the sale needs to be cancelled.

[ImogensImagination]

Sadly, I have not been able to find a solution to this problem.

I had to cancel 5 orders last week as a result of this problem.

I thought about amended my listings to remove the global pricing.

However, with more than half my listings using this tool - the scale of the task was just too great, especially in the limited time I had available last week.

If this fault continues after tomorrow, I may not have any choice.

[OldShoreBooks]

I have fixed this problem in the past by using the old listing format but this will not be possible after Tuesday

[SoigneTreasures]

We are now all using the new listing format. So guess what? A USA buyer just bought one of my items at the UK price... Order cancelled. All of my 227 listings use global pricing - it will take ages to amend them all!!

[RiverMinami]

It happened again today: a US customer paid the UK domestic price. I tried editing the listing, but the issue persists. Previously, I could edit in the old listing format, and it seemed to work, but now with only the new format available, I have no way to fix it. This has been a continual problem for over a year. I have reported this issue to Etsy several times, but it seems no one is working on it. I really hope they could pay attention to this and fix the issue.

[MyNeedleCrafts]

I just figured out this morning that if you go into your listing and remove the domestic price (turn the toggle to off and publish) and then go back in and turn it on again and add your domestic price and publish, it should fix it. I've had luck doing this so far today with a number of my listings.

[SoigneTreasures]

@MyNeedleCrafts Did you check in an incognito window by setting your location to USA or similar and putting the item in your basket? 

I can change the domestic and global prices, they look fine when viewed from UK or overseas. It is only when I put them in the basket they change to domestic.

[MyNeedleCrafts]

@SoigneTreasures  I always check in the incognito window set to US location and USD. It is so far holding the everywhere else price, even when I add to cart. I'm in Canada, so I'm not sure how it's working for you overseas.

[KJWoodturning]

Thank you so much for posting this. I have tried this and so far it seems to work. Like some others I have contacted Etsy support over this issue several times and had no solution so at least there is this workaround until ( if ever ) they fix it properly. 

[AnnekoJewelry]

This sadly did. not work for me

[ARCJewellery]

I have also been having this issue, going back about 3 months now and I reported to Etsy.  I had a couple of orders go domestic rate to USA and on both occasions Etsy reimbursed me the difference for each so I wasn't out of pocket (and the customer got a good deal).  Etsy then suggested that I only ship domestic until the issue is resolved.  So that's what I've been doing for the past 3 months, which has cost me a lot in revenue.  Today I tried the 'toggle on - toggle off' approach as suggested by MyNeedleCrafts above.  So far it seems to be stable but I'll only know for sure when I get an international order.  I really wish they would thoroughly test all aspects of their code before rolling out a new release!!  arrrrgh!!!

[SoigneTreasures]

@ARCJewellery please see my above comment

[ARCJewellery]

Thank you @SoigneTreasures I have been checking in the way you suggested and so far the correct price is showing in the basket.  My sister lives in the US and is going to do a test purchase for me too.  I'll report back.

[SoigneTreasures]

Update. Continuing my tests it appears to be working now for new listings.

If it still does not work for you you can select all listings from the listings dashboard by checking the boxes. Then use "editing options" to change the domestic prices £1 up, then £1 down. Not sure how it fixes anything, but my existing listings are all correct now after I did this, and when viewed through an icognito window set to USA location.

[AnnekoJewelry]

Yes I had this recently and no changes never been done for ages on the pricing old or new form, so a mystery,  Haver reported it

[TheDriftwoodGallery]

Yes - exactly the same has happened to me just now.  An order to the US has sold at UK domestic price - despite me checking and re-checking every listing ever since I first noticed the glitch, and it shows the starfish did have the international price set in my 'sold listings' section. I'll be £27 out of pocket if I ship it to the States and I hate to cancel an order.  It seems to be impossible to contact Etsy at all, I just go round in a loop trying to find a way - how do I get hold of them, does anyone know?  I've had a shop on here since 2014 and honestly it was never this hard contact them before. 

[AutumnWeddings]

I went on chat and I got a standard ish response via email. I kept replying and they did refund me the error amount in the end. 

[ImogensImagination]

@AutumnWeddings I'm going to try this approach for the order received last night.

Everything that I can see in my dashboard says there is no problem - the split pricing is showing up where it should do.

I used the advice from other posters, which seemed to work at the time... but we all know how Etsy like an unannounced "tinker"!

(Thank you @SoigneTreasures and @AnnekoJewelry )

Having refunded so many orders, I'm really worried about the impact it might be having on my shop quality score.

The support bot said it wouldn't have an impact, but the drop off in traffic and orders suggest otherwise - this is supposed to be my peak season!

[SoigneTreasures]

After my last post it has gone "wrong" again, i check every new listing with an incognito window with location set to the USA, but in GBP so I can check it easily. 

So now I list each new item with the global and domestic both set to the global price and then publish. I then tick the checkbox on each item from my listing dashboard, and use the editing options to reduce domestic prices by 20 gbp. This gives me the correct price when rechecked in the incognito window. I hope this helps others. No doubt it will change again!

My trick works for the EU as well, but not France. I did make a post (that no one has responded to) about selling to France. The prices there are all over the place, but no worries, Etsy Zendesk tells me they are correct even though the maths makes no sense whatsoever....

[StudioSixtySix]

Not a fix, but I've been suffering this issue for months and it's been driving me nuts.  Yesterday yet another order got placed at my domestic price (I'm in the UK) but from a buyer in the USA.  I had a hissy fit and contacted Etsy support this morning and reported every single order over the last year where this has happened.  To my complete surprise, Etsy agreed to refund me all the money I had lost, even on historic orders, which they credited to my account within 10 minutes.  So ask for a refund, if we all keep bugging them with refund requests, maybe they'll fix the problem!!!