Global Pricing UK

[cmr386]

I have just made an international sale and the customer has only been charged the UK domestic price so I have lost the international shipping costs. I have checked the original listing it is correct and clearly shows the "everywhere else" price.  This has been a problem for sometime and UK sellers were advised to use the original listing form but we are no longer able to do that so Etsy have clearly not corrected the problem before withdrawing the old form. So what is the solution?  Any advise would be appreciated. I would rather not stop selling to the US but if Etsy is losing me money on every international sale then I will have no choice.  

[dianedowgill]

I am sorry I don't know the answer, but I just wanted to say your animals are adorable!

[cmr386]

Thanks so much you've made my day. xx 

[dianedowgill]

I am sorry you have still no answer. I just listed something yesterday with free UK shipping, so I went into my delivery settings last night to add a charge for shipping to the US. I will see if this works.

[cmr386]

Until Etsy sort out the problem that is one way round it by going back to a separate  shipping fee. I shall look at that as I'm not confident Etsy will sort this out anytime soon. thanks x 

[SmartDollBoutiqueUK]

I am having the exact same issue and losing money… it’s really upsetting and it’s worrying to see it’s been going on for such a long time. I opened my shop in January and have announcements everywhere to say I offer free shipping worldwide - so I can’t change my policy. Each time I make a sale and lose money my heart sinks - my items take a lot of time and effort to create - and sometimes I barely make anything - it’s really horrible. Etsy keep saying they’re looking into it but how long can it take to fix this horrible glitch x

[cmr386]

I agree I would rather keep free shipping as I've been doing that for some time. I also would not cancel the sale which is another suggestion and what apparently a lot of people are doing. Many of my sales are return customers and have been for years in some cases, It's not their fault so I would rather stand the loss myself then do that. 

I am going to be very careful with editing as I think that is where the problem could be. So if you edit after you have published before publishing again cancel the global pricing and re enter it even if it looks right when you view as a seller it may not when viewed by a buyer internationally. It's worth a try. 

[StudioSixtySix]

I suggest requesting a refund of the money you lost for items which Etsy sold at the incorrect price.  I did that this morning and was expecting Etsy support to quibble, but they paid up straight away!

[dianedowgill]

@SmartDollBoutiqueUK 

Ditch the Internatiomal free shipping, or try the global pricing. I haven't used it myself, but I'm sure there will be details in the Seller Handbook.

[LittleGemsJewells]

@cmr386  if you go to the top of the page and use the forum search and type in global shipping intermittent glitches there is a thread from May where if you scroll down through it one lady found a work around that works for some but not all and another seller talks about getting reimbursed by etsy for the difference she was out because of etsy's error. Check if the hack works for you and then seek recoupment from etsy.

[cmr386]

Thanks very much I've checked that post and I'm going to give a few things a try and keep checking. At the end of the day this is an Etsy fault and putting pressure on them is probably the quickest way to a solution. 

[AutumnWeddings]

I have been arguing with them about this. They say its the app as this function isn't on the app so it defaults. But it happens when I edit from my laptop too. They obviously don't know what the issue is and it's been going on for over a year so I don't think they care. I'm just having to check the listings every time I edit now. 

[cmr386]

I have never used the app for my listings I've always done them via the website so it is definitely not just an app problem

I edited my last one to correct a spelling mistake, I checked the global pricing was correct and again after I had published and it was still correct. But I am going to try cancelling the global pricing and re enter it because even if it looks right when you view as a seller it may not when viewed by a buyer internationally. It's worth a try. 

[FruteJuce]

I had this happen few weeks ago on two items to the same seller which left me £12 down. I got Etsy on chat and they reimbursed the amount to me. Their advice was to go into each item and re-add each global pricing info, which I did on each of my 58 items. I have not had another international sale since so no idea if this has worked or not but hopefully that has sorted it. 

[FruteJuce]

Gah! that should have said two items to the same buyer! 

[cmr386]

I am definitely going to do this it's worth a go and it may be where the problem is. Of course it would be even easier if Etsy sorted out their glitch!  

[ImogensImagination]

Urgh - I feel you pain...  sent another support request about this issue earlier today.

Order received last night, bound for Ireland, IOSS charged, but the customer was charged my UK price.

I ONLY ever manage my shop through my studio PC (in a desperate attempt to keep a work life balance!)

I sent screen grabs of my Listings (in Dashboard) and the product in question - both show the correct split pricing for the product.

I was told it would be passed to the relevant team and that they would email me - I'm hoping to get a reply this evening due to the timezone difference.

However, if I don't get a reply by tomorrow, I will have to cancel yet another order. I can't suck up the difference, on average it's between £30-40 per order (due to postage costs/Etsy fees - not my profit!)

I thought about amending my listings, however with over 200 affected listings, it's simply not practical... especially when everything I can see in my dashboard is correct!

It does only appear to be specific designs, so I don't want to waste my valuable time changing things that don't need to be faffed with.

However, I have no idea if these refunds are impacting my shop quality score - support says no, but with sales slowing dramatically (this is my peak season!) since the problem came to light, I'm not sure that I believe the bots!

[cmr386]

Can you remember if you edited after you had published and then re-published it. 

There is a thought that could be where the problem is and it may be worth unticking the global price link then re-entering before you publish again.

With such a large listing I agree amending all of them is just not possible but you could try that on any future ones. 

[ImogensImagination]

@cmr386  - I've tried a variety of ways to try and get the pricing to correct itself.

None have worked on a permanent basis.

I've had to bite the bullet and re-list one of the affected items as a brand new listing.

REALLY annoyed about having to do this as it was my best performing listing in my Ads, and quite a few people had it it in their basket... fingers crossed they will revisit my shop and find the new listing.

Support said they would reimburse me for the deficit on "this" occasion - but as I can;t tell which products are affected, I will attempt to claim again if it happens on different design.

I used the call back feature to speak to an actual person (only possible after 12 noon GMT)

I have had a reply from the Technical Team and I'm going to send them a list of the all the affected orders that I've previously cancelled.

I'm going to be as helpful as I possibly can because I really want this to be fixed properly :o(

[DavidAschDesign]

I literally noticed this just now when I had to make a missing item claim with Royal Mail. When I went to get proof of value, I noticed an item to the US had been sold at domestic price. This seems to have been happening with all my orders for several months.

I checked my listings, they all showed the same price for domestic and international until I edited and amended one, and then suddenly they are all showing the correct pricing.

I contacted support, they said it's a known issue and I should keep my apps up to date - by the sound of it, they need to fix the bugs in their apps!

Basically they gave me a long-winded shrug.

Fortunately for me, it's only a £2 difference - it still adds up - but I feel for those who are potentially losing much more.

[cmr386]

This is so annoying how much effort are Etsy putting in to correcting this. I have never used the app to list my items so that sounds like an easy excuse. Some of my listings are quite heavy so I add £10 for international sales so it's quite a substantial loss. 

I will pay a lot more attention to the editing and try to avoid doing any editing after I've published.  

[Rubycrazycrystals]

I have listed all the countries I ship to separately on my profiles and have not had this problem. I know it’s a lot of countries if you ship everywhere, but might be worth it 

[cmr386]

I only sell to five international countries and they are all listed separately. But it is worth trying everything.  

[cindylouwho2]

It's been going on for 14 months, but Etsy can't be bothered fixing it. 

Open a ticket and get Etsy to reimburse you for the difference, as they have done with others. They only pay attention when they lose money. 

[cmr386]

I think you're right hitting them in the pocket will probably get the fastest solution.