I was online with Etsy customer service for over an hour with this issue. Customer service rep confirmed it was a system bug. Fortunately the customer reached out looking for her tracking number, so I was able to confirm what item she purchased and the shipping address by getting her to send me some screenshots of the order on her end. The email even showed it was her first time contacting me, so I almost marked it as Spam until I realized what happened!
I asked the customer service rep if they would be reaching out to customers affected by this bug to let them know what is going on, since sellers have no idea who purchased their items, and he said they wouldn't be, they weren't allowed due to "security concerns".
Makes me wonder, who is doing Etsy's UX? Definitely not taking a human-centered approach to design or their user experiences! There should be protocols for Etsy to communicate with buyers and sellers when their system fails...
"I asked the customer service rep if they would be reaching out to customers affected by this bug to let them know what is going on, since sellers have no idea who purchased their items, and he said they wouldn't be, they weren't allowed due to "security concerns".
They told me the same thing when I had this "mystery order bug" in my shop in March. So what is the customer left to think ?! -- that we are sitting on their order and not sending it out! It makes the seller look bad.
I don't understand how a simple announcement to let people know there have been issues with some orders not processing properly can be a "security concern."
Well, now we have a new problem, these orders that never showed up on dash are now showing as late!!!! really??? So now I'm late to ship orders that I never saw!!! and the algorithm will probably hurt me for this. Chat saying it's under review! but for how long?
I ended up shipping mine anyway after the customer contacted me. Not going to make her suffer for the glitch. I think Etsy needs to start providing some answers though... might be time to take it to Twitter or escalating it beyond the useless customer support chat (which I feel is bot driven anyway)
Well, now we have a new problem, these orders that never showed up on Dash are now showing as late!!!! really??? So now I'm late to ship orders that I never saw!!! and the algorithm will probably hurt me for this. Chat saying it's under review! but for how long?
Bumping this thread to see if anyone can help getting this issue resolved. Had multiple tickets closed after getting no response about it. Thanks in advance
