Issues with orders payments weekend

[RebekahAnnUK]

Hi. 

I have a customer who has ordered twice this weekend. First on Friday evening, The order was showing as pending then vanished yesterday. Now she has placed the order again after checking her bank account and reaching out to Etsy. Esty first gave some strange reply to her saying it might be to do with the fact the item was showing as out of stock so couldn't' process but the item wasn't out of stock. I double checked but not out of stock. 

The second order placed today, the payment is showing on her account (screenshot shared) but not showing anywhere for me as processing order and no emails received by either of us. She's reached out to Etsy again who have now escalated it, shes also shared this message with me. 

Is anyone else having any similar issues at present?

Thanks so much,

Rebekah

[givemeacrown]

@RebekahAnnUK - There could be a few reasons for it but do you happen to know if the buyer is in the Netherlands and trying to pay with iDEAL?

If she is, then it sounds like she is not completing the order.  When she goes through the checkout and reaches her bank, she needs to complete the bank's iDEAL page to return to Etsy after authorising the payment. 

Here's some information from the help center about checking out with iDEAL: https://help.etsy.com/hc/en-us/articles/360016125273-How-to-Check-Out-With-iDEAL?segment=shopping

[PillowDetails]

Yes - this was my thought too - there are a couple payment methods where you need to return to Etsy to complete that final step.

[RebekahAnnUK]

Hi This is really helpful to know, thank you so much. This customer was UK based on this occasion. 

[Jaynescards]

I have the same problem, the customer has sent me a screenshot of the' Thank you for your order' which clearly shows my shop and shows the picture of an item in my shop, but I have not received an order through from Etsy.

[PillowDetails]

@Jaynescards   It could just be a delay or processing issue.  Nothing you can do on your end.  How long has it been?

[Jaynescards]

I have just been on etsy chat and they have checked the order number and they also don't have a record of the order, so they have asked me to ask her to contact them, really strange because I have not had this issue before.

[RebekahAnnUK]

Thank you for all your help. The second purchase went through after my customer reached out to Etsy support again. They haven't explained what the issue was. But appears to be fixed and funds received.

[BootieBags]

This happened to me last weekend. Customer purchased 5 items from my shop. Etsy sent me an Email telling me I had a pending sale. Later in the day it was cancelled. The next day the buyer reached out to me for help, stating her Amex card was in good standing. I told her to contact Etsy, but she didn't receive help from them. So she redid the order on another card and Etsy cancelled that and suspended her account. She was very frustrated and of course I haven't heard anymore from her. Not sure if she was a scammer or Etsy made a mistake.