Messages missing from personalisation box on orders

[AlteredChic]

Hi,

We have had a good few orders recently where the customer has provided information for their order in the personalisation box on the listing but when the order has gone through we (as a seller) have only received the first word of their message. We assumed this was a customer error at first but as this has happened on multiple occasions now we are sure that there is a glitch somewhere.

I can provide an order number for at least one order on which this has happened.

With thanks,
Lisa

[JJewellerySuppliesUK]

Here is Etsy's article:  How to Offer Personalised Listings – Etsy

[AlteredChic]

I have been offering the personalised listings for many years so we know that it is set up correctly but we have had another order where the order only has part of the customer's personalisation message.

For example, the customer added "Forever in our hearts Shannon
Love Mum & Dad xx" but on the order we received it just says "Forever in our hearts Shannon
Love".

Thankfully the customer noticed on her email receipt and sent us a message but on other orders they have not noticed so orders are being printed incorrectly.