Help Request for Order that Does Not Exist

[SimplyInvitingLLC]

Not sure if this is a glitch or Etsy snagged a fraud order. I received the email from Etsy that there was a Help Request but there is no order. I thought it was something with the app but I just went to my inbox on my PC and the message was listed in my inbox, but when I clicked to read the message, there are no messages or anything related to the order. Just a page with a big blank white box with no option to reply.

So maybe this was CC fraud or something on the payment end that declined the order in the same amount of time it took that person to message me about changing the shipping address...

BUT...

I also noticed Mark as Spam is now titled "Report". This is where I am worried, since changes are being made to Messages, I am worried that there is actually an order out there in limbo and this could have been a legitimate request to change the shipping address.

Did this happen to anyone else?

[DragonFireGlass]

That looks like a scam. The messages from Etsy, would go to a special folder From Etsy, all others are scams. You can also check out your cancelled orders to see if Etsy cancelled an order. Do not click any links.

[SimplyInvitingLLC]

I checked through my cancelled orders, nothing. Searched the order number too, nothing comes up. The email was from Etsy as it had the Help request badge icon and also came from Etsy in my e-email. But I did send it to spam just in case.

[WitticismsRus]

Just to clarify for future readers...the above is not exactly correct.

I'm pretty sure messages from Etsy go to the from Etsy folder NOT help requests. Help requests from customers go to your inbox and should be in the Order Help Requests folder when viewing on desktop.

Messages from Etsy means messages from Etsy staff not customers.

[CraftyCornishMaids]

have you logged into your account through a browser, and looked at your messages inbox on etsy?

not through the app, or through e-mail

[SimplyInvitingLLC]

Yup! The messages show only on the app. On my browser, it's a big blank white box.

[FruteJuce]

Once you have logged in and checked your messages take a look in the spam folder, I saw a few there that Etsy had caught and moved into spam. 

[DivineCrossings]

Never mind…I think I misunderstood the OP’s question. I got nothin’.

[SimplyInvitingLLC]

There was an order number assigned to the help request. I searched everywhere with both the name and the order number. The message was for me to change the shipping address. If it was a new order, I would have received the transaction email. I did not, so maybe they declined it.

[NanaLetha]

@DivineCrossings  Help Requests are only for someone who has already bought from your shop. If they have not bought yet, then it comes through as a regular message.

[DivineCrossings]

@NanaLetha @i agree that’s the way it’s usually done….but there have been so many issues/changes lately that I thought maybe Etsy now sees any customer contact as a help request which would also include inquiries prior to purchase. If that makes sense…??? Then I realized the OP only received an email and no message….duh!

[bradgoodell]

Weird?  Let us know if you figure it out.

[GroundZeroCreations]

This does not sound like a legitimate message from Etsy. While Etsy may try to weed out scam messages, these operatives will always find a way to get through eventually. So let me make certain I understand. 

You log into Etsy. You click on messages. Then you click on the folder that says "From Etsy". And you find that message in the Etsy folder? Because if you don't, it is not from Etsy.

[SimplyInvitingLLC]

But Help Requests don't go in the "From Etsy" folder if the message is from a buyer, right? It goes into your main inbox with the Help Request badge next to it. 

[Amaradorn]

@SimplyInvitingLLC correct - 'Help Requests' are from the buyer. So it won't be in the 'From Etsy' folder anyway.

[SimplyInvitingLLC]

I sent it to spam but the message is still showing under the "Order Help Requests" folder in my inbox.

[SimplyInvitingLLC]

This whole thing is weird only because usually if they are processing a payment and having an issue, they send us the email telling us to hold off on doing anything until it goes through.

[WitticismsRus · Accepted solution]

@SimplyInvitingLLC 

It may have been declined and canceled before it ever registered as a sale in your shop. There is a lag in all the automated messages, notifications and emails. Sometimes an order is canceled before it ever shows up as an order in your shop. If it was a fraud order and the fraudster messaged to change address immediately after ordering which is common it could have been rejected moments after. It happens.

[SimplyInvitingLLC]

That's what I thought... they ordered and sent the help request in the same time it took Etsy to decline it.

[bradgoodell]

@WitticismsRus That would be a reasonable explanation.  

[Amaradorn]

I wouldn't worry about it too much. It may be a legitimate order that is taking a while to process the transaction. Even if that is the case, I would advise against changing the shipping address. That would leave you unprotected if the buyer says it wasn't delivered. Always cancel and get them to reorder with the correct address. 

I suppose you could reply to the message on the app and just let them know that you have not received the order yet. At least that fulfills your obligations for retaining your message rating.

[SimplyInvitingLLC]

Thank you! My auto reply was on so at least I won't get dinged.

[SimplyInvitingLLC]

UPDATE: Something must have glitched on the buyer's end (maybe payment info did not match) and the order was cancelled so they just reordered.

So it was legit. Yay for me... $$$

[bradgoodell]

YES!  Congrats on the sale.

[Amaradorn]

@SimplyInvitingLLC Yay! I hope they used the correct address this time.