My order got cancelled and the buyer did not cancel it, twice???

[SheilaJcrafts]

My shop order got cancelled and the buyer did not cancel it, twice??? I don't know what is going on??? He ordered an item yesterday, I processed it last night and he messaged me this morning that he was notified it was cancelled so he re-ordered. It was cancelled again. It is set to be picked up... Why can't I contact someone at ETSY???

[SheByTheSeaStickers]

Sounds like it's his credit/debit card being denied

[NanaLetha]

That means Etsy's payment processing company could not approve the payment.

[BagmakerSupply]

@SheilaJcrafts: "My shop order got cancelled and the buyer did not cancel it" Only the seller and Etsy can cancel an order. Have you checked in your Completed tab of the Orders And Shipping page to see if the order is marked as cancelled. Etsy usually only cancels because they (or their payment processor) has determined their is a problem with the payment.

[VintageRescueSquad]

Yes, most likely a payment problem. And even if you do contact etsy, they won't tell you because of privacy concerns.

[PillowDetails]

@SheilaJcrafts    It's for the Buyer's protection, as well as yours - tell him to contact Etsy Support, since they handle all the financials - there is nothing else you as a Seller can do.

[DizzyDaizyShop]

The same thing happened to me over the weekend. A buyer placed an order, Etsy cancelled it and emailed the buyer saying that if they'd cancelled it in error he should place the order again. He did, and Etsy cancelled the order again. The buyer gave up and moved on. Thanks Etsy.

[dayspringcollectible]

There's a good chance the buyer was too close to maxing out his card for Etsy to be able to process the order.  During this time of year, many buyers put more on their cards than they realized.  For whatever reason, Etsy can't do anything if the payment doesn't  clear.

[SheilaJcrafts]

Thanks for your response. I guess I will start waiting 24 hours because of this. My buyer ordered 3 times and was cancelled 3 times. He contacted ETSY and he has ordered now for the 4th time...he really wants this gift for his wife and he has tried so hard I am shipping it today, regardless. I will eat the cost if I have to...Happy Holidays to you!

[timelapse]

I know it is hard to wait 24 hours after an order comes in, but this is the exact reason I do it. We never know when or why a payment will be refused by Etsy, and if the item is already on its way...not much we can do to recoup.

[SheilaJcrafts]

Thanks for your response. I guess I will start waiting 24 hours because of this. My buyer ordered 3 times and was cancelled 3 times. He contacted ETSY and he has ordered now for the 4th time...he really wants this gift for his wife and he has tried so hard I am shipping it today, regardless. I will eat the cost if I have to...Happy Holidays to you!

[NanaLetha]

@DizzyDaizyShop  Etsy does not cancel orders. They have contracts with payment processing companies who handle that.

[TBQSC]

"It is set to be picked up..."

Do not ship it until payment has cleared!!!

[ChillwolfArt]

@SheilaJcrafts  I'm sorry this happened. But on the plus side, it's good that you didn't send out the package yet. I've seen too many Threads where the Seller did send it out, then the Order was Cancelled after (for some reason, it got by Payment Processing). So I'm glad this didn't happen to you.

[ElfDelights]

Check your Prinify orders. If they are canceled, check with customer service priority. They were great when this happened to about ten offers. They said I did it, I did not. So, as advised, I manually resubmitted all of them. It was easy to go. And the orders are getting delivered today. So not sure what happened. But I will have to keep an eye on it. Good luck to you all. 

[thececiliatyche]

Hi how did you submit cancelled orders again? Thank you

[PillowDetails]

So you are shipping anyways - without an order?  Because the Buyer really really wants it as a gift for his wife?

That's really nice of you.  Come back and let us know how that turns out.

[SheilaJcrafts]

I did ship it anyway, at that point I was so upset with the situation I gave up. After the customer ordered his item for the 4th time it worked. So, yes I got paid for the item. He had to contact Etsy, wait for them to call him back then everything worked.??? It is really frustrating  that as a shop owner you CAN'T contact ETSY!!! I spent so much time on the website going around in circles until I gave up. How hard would it to have a HELP line??? Not even and email to send...just random people on the forum giving you advise. OMG!

[BagmakerSupply]

@SheilaJcrafts: "How hard would it to have a HELP line???" Not disagreeing with you but we would not be able to get through anyway because it would be swamped by all the sellers complaining about their Star Seller stats due to their refusal to take the time to read the rules.

[thececiliatyche]

Hi,

I had the same issue today, with 3 different clients and I called sellers line. They said everything is good on my shop account and the problem is with buyers. Even my repeat customer’s payment is declined even though she got a package several times. I am not sure what is going on. Etsy’s system is not good. It is super sensitive and detects everything as a fraudulent activity whether it is or not. They need to find a solution…. ! 

[BagmakerSupply]

@thececiliatyche: Whether you want to agree or not, many payment processors consider business such as yours high risk and quite a few banks and processors would likely turn a business such as yours down for a real merchant account.

And it is Etsy's payment processors that make the risk decisions, not Etsy.

[thececiliatyche]

I see but there are many sellers like me in spiritual field on ETSY, I don't know how they pick up a shop and decided that it is risky especially when my client's bank has seen my shop info several times and confirmed the transaction. It is just doesnt' add up.. thanks for your reply by the way.