Item was showing a lower price than actual listing to customer but she was charged more?

[BlossomOnBlooms]

Hi all,

I've just had a very concerning exchange with a customer overnight.  She purchased an item.  All was well until she saw that she was charged $41.93 for an item that to her (I have screenshot evidence) was listed as $29.70. 

The actual listing price of all items in my shop is $40 including standard postage.  I am in Australia, and this was an Australian purchase.  Now this customer feels very ripped off by me/Etsy as she was charged around 25% more for an item upon purchasing it.  

Is someone able to help me out with this as I'm really concerned this is going to happen again and affect my reviews.

Thank you

[bradgoodell]

It's possible she had her currency set to USD or another currency that is lower than Australia's.  Once she went to place her order and entered the Australia address, the currency adjusted and GST was added.  

Last week a woman freaked out because her prices looked much higher than normal.  Turned out she was looking at them with CAD as currency, rather than USD.  It happens.

[Amaradorn]

Perhaps the customer has their currency setting set to US or CA dollars?

Does the screen shot of the lower price definitely say AU in front of the dollar sign?

[givemeacrown]

I just visited your shop front and changed my currency option to USD and it shows as "US$29.70". 

The $41.93 that she was charged would be the AU$40 + a currency exchange fee.

If a customer of mine had this kind of unexpected shock I would offer to refund and cancel the order if they would prefer not to go ahead with the purchase. 

[CarpetCollectionAU]

Just to confirm I got the same result as @givemeacrown when testing your Listings

But I did not get a USD before the $ 29.70 so it is possible that the Buyer had the incorrect Currency set and did not notice the difference.

[Lolasbounty]

Simply refund the difference by going to finances and finding the sale. You will have the option to do a partial refund.

[CarpetCollectionAU]

@Lolasbounty There  was no "overcharge" or "difference" to be refunded. The Buyer had the incorrect Currency showing (whether by mistake or glitch) The price was showing in USD $$ not AUD $$$. This is not unheard of when preices are in $$$.

[BlossomOnBlooms]

Thank you for the replies.  That's what I thought had happened, that it was to do with a US currency exchange glitch when I googled what the exchange might be.  This is really bad.  I asked her to look at my shop to see what all my items were listed as to check this theory, and when she did it swapped to the $40 per item without her having changed a thing.  Really upsetting how this can happen.

[bradgoodell]

Not a glitch.  If she had her currency set incorrectly, or was looking at your shop using a VPN which hid her location, that would explain it.  

[CraftyCornishMaids]

@BlossomOnBlooms 

They had the currency set wrongly when viewing, when they purchased it, they corrected it, and hey paid the correct amount

so when they went and viewed later, the currency was fine, as they had already re-set it.

It can also happen if you flip between app and browser, or different devices, because if etsy can't work out where you are, it picks up the location from the device - which could be set to usa

This is user error

[HolySerendipity]

If this customer is concerned and you think there will be an issue just cancel this order . I am amazed at how individuals do not realize each country has their own currency and currency fluctuates . What are we teaching in school these days ? 

[CostumeCoutureNaomi]

Is she using a VPN?

[HazelsSewingSupplies]

I'm surprised that with all these seasoned sellers offering advice that none of them mentioned the fact that you have no policies in place.

That's something you need to do immediately, if not sooner.

Otherwise, your shop looks fine, although since you are selling an unusual item, I would love to see an About Page.

[HazelsSewingSupplies]

By the way, in USA (North Carolina) price to me is $37.13 with free shipping.