Important surprising info on abandoned cart coupon (freshly after Etsy chat) FUMING

[#1]

I have listed a dress literally less than 14 hours ago. Etsy has sent "abandoned cart" offer to a buyer in less than 24 hours of the item even being on the site. Buyer applied coupon and purchased. Thing is, I was convinced that there must be at least 24 hrs for item being carted for this to even happen. I contacted Etsy via chat and after being pushy and not letting go, the customer service ADMITTED that now there is no time limitation for this type of discount anymore! Quote:[This content has been removed by Moderation. We ask that you please review Section 1, Item 2 of our Community Policies prior to posting.] Oh wow. Shouldn't such info be available so that you know precisely what you get your shop into?? But guys, keep reading, it only gets better. 

 I kept being pushy calling them out on absolute lack of transparency and it only got better from there... Here comes literal quote from the chat about the ABANDONED CART OFFER:[This content has been removed by Moderation. We ask that you please review Section 1, Item 2 of our Community Policies prior to posting.]. This made me lose my mind. I have sent them literal quote from my dashboard [This content has been removed by Moderation. We ask that you please review Section 1, Item 2 of our Community Policies prior to posting.] And I asked how on earth am I suppose to conclude from this dashboard info that offer ISN'T IN REAL abandoned basket but something entirely else ?! And can be sent out by Etsy randomly, not just in case of abandoned basket as stated ?! THIS IS LITERALLY MIND BLOWING. They have forwarded my case to specialists who should reach out to me via email. I will update this thread when I receive such email.

This is absolutely horrendous case of misinformation and I am not just leaving it like this. Especially that they had audacity to tell me I should be happy item sold. It would have sold full price and I know it but it isn't even about that anymore. It's the principals. How is it even legal? Even though I'm reading this forum daily and am aware of much worse things going on recently (refunds of delivered items make my skin crawl), I am still shocked. It's like they told me "yeah, we say it is A but in real it is B, sorry for confusion, hehe, ciao". U N R E A L

[bradgoodell]

@PiecesOfMePaperCraft I'm with you on this.  I've always known that any coupon offered could be used at anytime by anyone for anything, I'm surprised that it's a surprise.  

Also, it's not just emails.  I have my promo emails turned off.  Etsy instead gives me pop-ups when shopping that say something like "This seller offered you 10% off".  This has been going on for a couple of years. I figured everyone knew about those too.  

Honestly surprised there are so many sellers who are unaware of this.

[LastCentury]

Well that is disturbing news. I looked at setting up a coupon on the Marketing page. I couldn't find any details to answer questions like, when is the coupon sent, how long after the item is in the cart is it sent, are other items also included not already in the cart... but no link to info or coupon terms. Unless I missed something?

I did see an etsy feedback survey link though which I filled out. It's 3 questions long. 
https://survey.alchemer.com/s3/6595575/Etsy-Feedback-Survey-b5vv4vh5af?survey_id=7303678

I hope etsy refunds your discount. That is not cool.

[OneEyeCatStudio]

Well we are certainly expected by Etsy to refund for selling things NAD, aren't we?

Yet Etsy is doing exactly that.

[hopeandjoystudios]

The point is they should not advertise it as an abandoned cart coupon if it is a "you carted an item" coupon.  Some may be fine with AC but not an immediate discount for carting where the buyer was obviously fine with paying full price. NOT transparent or even honest as they described it differently. 

[TheUglyJumperClub]

THANK YOU for putting it in simple words. This is exactly why I am so upset. 

[LastCentury]

It's like Etsy does not want fees on 100% value of the item.

They'll push for a potentially faster sale & settle for fee$ on a rushed coupon-discounted item.

[TheUglyJumperClub]

@LastCentury Precisely my thinking. 

[ForeverWindingWool]

@TheUglyJumperClub  With the apps that "harvest" discount codes now-a-days (Capital One, Honey, etc.), I feel that ANY time I create a discount code I'm making it possible for anyone at any time to purchase all my items with that discount.  I feel you are arguing semantics.  Could Etsy have sent a discount code right away?  Sure, but the customer also could have utilized an app that gave them a list of current discount codes and they simply picked the one they wanted.  We cannot always dictate how and when and by whom coupon codes are used any more.

[TheUglyJumperClub]

But we can expect rules that were imposed by Etsy to be followed by Etsy itself, no? 

[hopeandjoystudios]

Hah!

[ForeverWindingWool]

@TheUglyJumperClub I wish it were so!  Etsy has a history of writing rules until they find the need to change them; then they rewrite them.  Generally, we (sellers) don't aren't notified of rule/policy changes; we've always had to do our own research on changes Etsy makes (this is why I LOVE the forums!).  

In all honesty, I appreciate you posting about this and I DO understand your frustration!  Based on your knowledge, you felt you had a bit of control over the selling price of your items.  Then, it turns out, the customer can get around what you tell them (edited to add: with Etsy's help).  

[bradgoodell]

@ForeverWindingWool  Quite true.  

[SmallthingsbyAmanda]

“you felt you had a bit of control over the selling price” we have complete control over selling prices. if at anytime you are going to offer any offer codes or run any sales then you take that into account when setting selling price that's just how business works. If it sells without any of the discounts being applied its a bones if it sells with a discount its the price you wanted for the item. 

[TheUglyJumperClub]

@ForeverWindingWool  Thank you for your kind and clear reply. I guess I got super emotional because I literally caught them red-handed in real time and their team not only tried to brush it off but gave me information that was completely opposite to what Etsy policies state. This is first time I ever posted on this forum even though there were many things I did not like in the past. The whole thing just felt plain unprofessional to the point it got my brain boil. Once again, thank you for wording it this way, your reply made me realise it was always a case (sellers looking after updates/ discovering updates and changes themselves. It just slaps hard when you find out about "a change" the way I did this morning. Best wishes to you 

[hopeandjoystudios]

They often update policies and change categories allowed with little or no notice. Only if you regularly read the policy will you notice a updated on XYZ date at the bottom and you are left wondering what they changed. The latest was the medical claims FDA mention thing that caught many FOOD or Food container sellers out with legit FDA mentions as they had used FDA approved glazes/ingredients..that now get you bot deactivated. That is the only way they found out about a policy change sudden bot deactivation of many items.

[TheUglyJumperClub]

@hopeandjoystudios  Omg so this is what all the "cosmetics are over" posts were about ?! Was it also like that ?That's how they found out? I haven't had time in recent days to read these posts thoroughly, I just had a brief look...The longer I'm here the crazier this place feels. 

[hopeandjoystudios]

@TheUglyJumperClub well to be fair there were MANY making unsubstantiated claims about the medical properties of items from cosmetics to crystals.

[TheUglyJumperClub]

@hopeandjoystudios Ahh I see, okay, that puts different light on it. 

[dayspringcollectible]

The whole thing just felt plain unprofessional...

A good portion of what this site does is unprofessional.

[TheArtfulTwig]

@Adorabilities 

Can you really program a code for a single person on your site?  I only have experience with the "coupon harvesters" that @ForeverWindingWool mentioned.  

I was using coupons by name for repeat customers until a new buyer found the code and used it.  Now, at least on Etsy, I know any code can be used by anyone using those apps like Capital One, etc.

Just out of curiosity, I wanted to confirm that you actually found a way to go under their radar and create single use codes?  That's so great if you did!

ETA:  Isn't it possible in the case of the OP's case that the discount "harvester apps" are able to see the coupons immediately when they are created, outside of Etsy's control, and that Etsy really can't commit to or control for the 24 hour time frame?  Of course they shouldn't say they can if they can't, but those new "harvesting apps" seem all-knowing!

[SmudgePlant]

I guess I'm in the "I don't understand" camp. That's why I don't do Abandoned Cart coupons. The Buyers who love your items, and want to buy right away pay full price and the "Hold Outs" get a discount.

[EccentricHandbags]

I see it this way too.  You may be giving a discount to those that would devalue your work.  

I have never turned any coupons on.  Online coupons have an unlimited and eternal existance and I want control over the price of what I'm selling, not surprises.  Any discounts I offer are a  sale that gives everyone the same opportunity and has a beginning and ending date that I choose.   

[DragoninKnots]

I agree.However, if Etsy is offering a feature, it ought to work as specified, so that sellers know what they are opting in for.

[Adorabilities]

@DragoninKnots It should work as specified. And it's not impossible for it to work as specified. I can set up dynamic coupons on my website that can only be used once, by one person/email account. It can be programmed that way.

[JJewellerySuppliesUK]

I don't really get your point.  If you were happy for it to be sold tomorrow via Abandoned Cart, why aren't you happy it sold today via Abandoned Cart?  You still sold it!