Items Sold Out But No One Purchased

[AmethystBlossom]

Hello! I had created a listing with 3qty items. I had someone message me elsewhere to purchase and I provided them with the direct link to the item on etsy. They showed me a screenshot that they went to purchase 1 item but somehow all 3 qty were added to their cart and they were unable to remove them or do anything. No order ever came through however, my shop removed all 3 qty as if I sold them and I had to renew the listing and add additional quantity in order to get the listing to show up again since it was showing "Sold Out". At that time the person was able to add 1 qty to cart and check out normally and I received their order.

I have been trying for hours to figure out how to get Etsy support to fix this because currently my stats show that I've sold 4 of this item today, my stats are messed up as well as my earnings AND I've had to pay to renew a listing that was not actually purchased. I seem to be getting an endless loop on the etsy help page when I look for my question meaning, no articles are helpful so I click on "Contact Support". The page loads and it just takes me to the support home page. It says that they cannot give me more options for support unless logged in however, I cannot log in on that page. Clicking the Log In button just reloads the page and does not take me to a log in screen, it only reloads the page. I have no idea how to open a ticket or what to do. I have tried on the PC, I have tried on several browsers, I have tried on my cell phone.

[ChillwolfArt]

I've seen other Threads re: items looking like they've been sold, but nothing about a sale.  I think there are some glitches going on.  There is no Admin Announcement at the top of Tech. Issues thus far.

Re: contacting Etsy.  Another Seller posted having the same trouble as you (the endless loop).  
Have you tried going in through your Shop Dashboard, Left Column > Community & Help > Contact Us?  
I hope something will help.

[AmethystBlossom]

Sadly I’ve tried to access help from everywhere including in my shop and I keep getting this weird endless loop. 

[ChillwolfArt]

@AmethystBlossom   I'm sorry.  Did the call back from ZehOriginalArt help you?

[AmethystBlossom]

@ChillwolfArt  I’ve been at work all day but I’m going to submit now. It allowed me to put in a contact phone # so we shall see!

[SilverandEarth]

@AmethystBlossom  Yes, please call and report it. I called early this morning and didn't get much of a solution. The rep said she would pass it along, but here we are this afternoon and not one word from Etsy about this and nothing has been fixed. Maybe if enough people keep calling, they'll get on it sooner.

[ZehOriginalArt · Accepted solution]

Try this link for a callback:

https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback

[AmethystBlossom]

Thank you! I will try this!!

[AmethystBlossom]

It worked!! And I was able to bookmark this for the future. 

[treasures570]

Yup, this just happened to me.  I noticed my item count was off and went into sold out section and there are items there but no order shows.  I wish Etsy would stop messing about all the time !

[2numerous]

This has been a reoccurring glitch since JANUARY.

Go to the sold out section on the listing page and you can see which item has been sold or affected by this glitch.

[SilverandEarth]

Yes, you can see what sold there .... but there still is no invoice. So you have no idea who you sold it to and the shipping address so you can mail it!

[TheVintageHutchFinds]

Our shop is having the same issue showing an 8 track player sold yesterday but we do not have an order. 

[RosemaryAbby]

I telephoned Etsy support.  They returned my call immediately.  I explained this is happening to a lot of sellers.  She was very nice, but did not have a solution.  She said she will report it to her "team" for investigation.  She said sales can take 48 to 72 hours to process.  I've never, ever had a sale take that long.  And this is something different because I can't even see who purchased.  I told her I was concerned about the buyer having to think I'm a bad seller by not processing the order.  She said the buyer can see that their purchase did not go through and can contact Etsy support on their end.  Ugh.

[ExquisiteNightmares]

I had the same thing happen about a month or so ago.  Now, July 2023, another item that someone is interested in is showing as sold, though there is no open order and it is NOT sold.  If this has been going on since earlier this year, I don't know why it isn't fixed yet.  Yeah... I'm not going to pay again for listing if it's not my fault!  UGH!

[ExquisiteNightmares]

Seems like the glitch happens when the item is in someone's cart.  I contacted the person and asked him to remove it from his cart, and it came back up as an active listing.  Luckily, it was a previous buyer I've kept in touch with so I was able to do that.  But it shouldn't be happening.

[ModJose · Accepted solution]

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