My customers can't checkout the basket

[RareAsiaCo]

Hello,

I just launched my shop on Etsy 2 weeks ago. My customers can't seem to checkout the products in basket. The grey button "proceed to checkout" doesn't function. Has anyone had a similar problem and managed to resolve it? Initially I thought there must be a problem with my bank account details but things seem to be in order. I did technically change my bank account details or rather actually retype them in to ensure it's all smooth functioning but pretty sure it has no correlation with this. Another Etsy seller mentioned that once you input your bank details, Etsy sends a small amount ( £0.20p) to you bank account to ensure smooth flow of transaction and you have to verify this. I haven't received any such amount in my account from them. I have raised in a chat and in an email (stating technical issues) to them but I've had any useful info from their bots. Any advice on how to manage this? Many thanks in advance

[CraftyCornishMaids]

You have no payment methods shown,

have you filled in all the verification,

do all your names match exactly, everywhere

does your address match

does your "selfie" match the picture ID

is the bank a proper bank, and not something like wise

and put your UTR in the additional taxpayer ID field?

[RareAsiaCo]

Hello @CraftyCornishMaids Cornish. 

Thank you for the checklist. It's extremely useful. I don't understand when you say you have no payment methods shown. When I go to Payment Methods in my Payment Settings, It is showing my bank details and Accepted Cards for Payment options. However my Brand Name is Different to registered company name. is that a problem? 

My selfie doesn't match the picture ID of the shop as that's the brand logo. But I see many logo's on Etsy.

I'll run your list once again through my settings and recheck . Thanks so much.

[CraftyCornishMaids]

@RareAsiaCo 

If you go to your main shop page, that buyers see,

scroll down,

there should be a section for payment methods - you don't have one.

...

The picture ID you sent etsy should have been your UK passport, or your UK drivers licence, that you sent a copy of to etsy
the selfie has to match that picture

....

If you have a registered business , with the UK government  then you tick business, not personal, in the legal and tax information page, and put in the business registration number

and you put the business UTR, in the UTR field, not your personal one.

Where did you register yourself as a business - companies house?

or are you not a business, just a sole trader - trading as .....

[NanaLetha]

You must enroll in Etsy Payments. Right now you have no way for people to buy - https://help.etsy.com/hc/en-us/articles/360002120927-What-is-Etsy-Payments?segment=selling

[RareAsiaCo]

Hi @NanaLetha and @CraftyCornishMaids . Thank you once again both.

That is exactly the problem. I have already enrolled with Etsy Payment. And yet payment method is not showing. It seems like a technical error on Etsy's part. I have raised in the chat but haven't had a useful response.

My picture ID has been verified by Etsy. It is my UK drivers license 

I am a UK registered business, registered on Etsy as a business. All info you mentioned has been updated in Legal and Tax.

Is there a phone number where once reach customer service. The phone no I found on website has no response.

[CraftyCornishMaids]

If you are a UK registered business,

You need to put your companies house number, in the 
Business Registration Number

field,

and you need the business UTR (not yours) in the additional taxpayer ID field.

....

something somewhere is not making sense to Etsy

[NanaLetha]

@RareAsiaCo  There is no phone number to call. You must contact Etsy via chat on your dashboard or email.

[RareAsiaCo]

@CraftyCornishMaids ... yes indeed ! Somewhere something is amiss and not being understood by Etsy. I just can't spot what it is. Already written to them and raised it in Chat. Nothing gainful has come out of it. I don't know what to do. 

Thank you @CraftyCornishMaids and @NanaLetha. Appreciate your support and prompt responses.

[CraftyCornishMaids]

they will just keep sending you to the standard pages.

I checked your business number in companies house,

are you

room with a view enterprises ltd

with

KAUSHIK, Kanupriya

as the owner of the account?

[TouchOfWinter]

Hi @RareAsiaCo a customer reached out to me today, saying she cannot check out the basket either! I have been selling on Etsy for several years, and had no problems selling, up to this point. I'm sure this is a technical error on Etsy's part. I have tried to raise this issue in Chat, but I cannot seem to reach an actual human being on the other side to explain the problem....

[NanaLetha]

@TouchOfWinter  Suggest to the buyer they use a browser and not the Etsy app.

[TouchOfWinter]

@NanaLetha Thank you for the advice! I will tell the buyer.

However, she mentioned she can purchase from other sites, it's only glitching when she's trying to buy from me...

Etsy support agent said my account is active and can accept orders

[LeParisMetro]

The way you have your shop set up, you look like a reseller. I am not saying you are but if Etsy thinks you are, maybe that is why you are having trouble?

You say you work with a production partner in the descriptions but you don’t list one in your About Section.  You also don’t show you designing the items which is required when using a production partner.  Fill out your About section with pictures of where you design the items, it would help to show your sketches or you making the designs in your workshop.

[TouchOfWinter]

@LeParisMetro 

Thank you for your message. I am definitely not a reseller, all physical items are made from scratch and the digital items are the result of my creations.

I have removed the production partner (it was my mom), because the listing she worked on is no longer active, so I don't officially have a production partner anymore.

I think the issue with the check out cart is global, because browsing through this forum I have found several threads mentioning the same thing. There seems to be a technical issue, but not sure Etsy understands it, seeing that Etsy support agent's I had a conversation with seems to think there's nothing wrong. 

I thank you for your advice, I will look into adding more information to the about sections and photos. I appreciate your help, it's always good to hear constructive feedback to improve my shop.

[CraftyCornishMaids]

It's not global

I can get to checkout, just up to actual purchase, I didn't buy, but I could have

[RareAsiaCo]

@CraftyCornishMaids  Hello again.  Yes That's me. I'm Kanupriya Kaushik. The brand name is RareAsia Co and is registered under the legal entity Room with the view.

[CraftyCornishMaids]

it looks like it is set up properly, as that's the number \I can see,

 so not sure which bit isn't working

[NancyQstudio]

Etsy chat support is a great group of contracted folks. But they don't always give accurate information due to having limited information.  Etsy buyer support might be better than Etsy seller support which tends to be poor?  

[RareAsiaCo]

@Nancy Studio. Thank you for reaching out. How do I reach buyer support ? 

[NancyQstudio]

@RareAsiaCo We can't.  Only the buyer can.  One of my local buyers shared with me she had to email Etsy with a problem.  She said she received a detailed response which was nice to hear.  BUT, I just went into this section to check on it for you.  I didn't see anywhere I could contact Etsy as a buyer liked she described.  It looks like buyers are now referred to the shop via an order number to open a case which doesn't help with this specific situation.

  I'm so sorry RareAsiaCo.  I'd suggest contacting support again to see if you can get a more knowledgeable rep.  Sometimes when I've been given completely incorrect information from the Etsy chat folks I'll end the conversation quickly and politely so I can get back on with a different rep. I have had them forward my response to an Etsy specialist and received help that way.  But it has taken a few days.  I wish I could help more?  

Editing:

Looks like you've already contacted chat again.  Maybe one of the Etsy forum mods can chime in for assistance with getting this issue to the right help area?  If you feel this is a technical issue, repost it in the technical problems area in the forums where it will likely be viewed by Etsy.

[RareAsiaCo]

@TouchOfWinter Thank you for getting touch. I'm still stuck exactly where I was last week. I have received a couple of responses to my emails to Etsy Support. One of the agents claimed it could a bug in the system that caused technical error but didn't tell me what was the solution to this problem except the standard - Clear the cache, use a different browser...all of which I have done eartlier.

@CraftyCornishMaids  & @TouchOfWinter Another agents response claimed all my information (needed to set up shop) is in place. And yet I have not received the test deposit that Etsy usually sends once the bank is verified. Can you tell me how soon after Etsy shop launch does this test amount come into your account? My account info shows my bank is verified.

Should I be considering closing this shop and restarting a new one with a new name? Will the algorithm interefer with that in any way in your experience? I worry they have my product pictures associated with my current shop. Not sure if reloading them under new name will be problem again. Would appreciate your advice on this. I don't see what could be my next steps?

Thanks you once again for your advice and support.xx