Order Confirmation

[SugarHouseSwaddles]

Hello! Is anyone else having this problem? Our customers are letting us know that their orders are not being confirmed on their receipt. They do receive an email confirmation, but not on the app. You can click on the receipt and at the top, it has a green hand that says confirmed, then shipped, out for delivery, and delivered. 

I asked our customer to send us a photo and the hand emoji that says (confirmed) is still grey even though this order was placed over a week ago. How do I fix this? I reached out to Etsy, but they don't seem to understand the issue.

Many customers are confused about why their orders aren't confirmed, even though they should be. Is this something I can fix on my end? 

Thank you!

[ArtDollsbyJD]

The order is listed under purchases in the browser.  Not sure about the app.  

They received an email in their email box that the order was received.  And when looking at purchases it shows there that the item is there and it shows the status.  I'm not sure about looking at the receipt as it really just mimics the page. 

It may be that their app needs to be updated.    

[ThePurplePuppy]

I have no idea what you mean by a green hand. I have never seen this. IS it an app only thing? 

OK--tell me this--Do the orders show in your dashboard under the link that says "orders & shipping"?  There are so many scams going around it is hard to tell anymore what is real and what is not. I see you are an expreinced seller so you should know how an ordr looks but the scammers are getting really good at what they do.

If these are real orders the buyer needs to contact Etsy as it is a problem on their end and Etsy will not discuss anything of their financials with you.

If this is one of the scams going around they usually start with asking for your email or to scan a QR code.

[PillowDetails]

Nope, I've never seen a green hand for "confirmed" on any of the apps.

[PillowDetails]

@SugarHouseSwaddles   Even though scams are prevalent, one other possibility is the Buyer did not return from their payment processor to complete the sale on Etsy.  When purchasing, if a Buyer selects Paypal or Klarna - just 2 examples - they get sent over to Paypal, and it will show as paid there, but they must then return to Etsy as the final step to complete their purchase.  It's easy to miss that.

The Buyer should only look in their Etsy profile under Purchases / Purchases and reviews - where I've never seen a "hand" symbol for an accepted purchase, either on desktop or the apps.

[SugarHouseSwaddles]

Here is an example of what I am talking about. Since I can't attach photos here, I added photos to a google drive. Here is a link to that: https://docs.google.com/document/d/15D6hnP_H-ClDXDQUWmtwn72hnepLeBwign1Y9ldaw_o/edit?usp=sharing

This customer let us know that all of her orders turn green once they are placed, but ours do not. I hope that makes more sense now! Has anyone else experience this? 

Thank you again!

[TBQSC]

@SugarHouseSwaddles  I have never noticed the "hand" before UNTIL I just now looked at one of my recent purchase orders on the orange Etsy buyers app ... yep, sure enough, the order processing steps actually ARE green, including a green hand for order confirmation!  I had to change my phone appearance from dark mode over to light mode to actually see the green; otherwise the steps appear a different color with a green aura (hard to see).  WOW, you learn something new every day, and I will for sure remember this new trick!

[PiecesOfMePaperCraft]

I just checked one of my purchases on the buyer app and there is a green hand for confirmed on the order receipt. 

There is nothing you can do to fix this for the buyer. It sounds to me like a glitch on the app.

Off topic, when I opened my app a Gift Mode alert screen covered everything and I had to swipe out of it to get to the regular app stuff. There's a bouncing Gift Mode button on the navigation bar on bottom of the screen. 

[TheFlyingWire]

I have had several customers contact me concerned that their orders from my shop do not have the green hand and are not "confirmed". I believe it is an iPhone app issue. I have been increasingly frustrated with this because of the time, concern and energy waisted on both ends. These customers initially hold the view that I am somehow not doing something that I should be, leaving me to explain something I do not fully understand myself. I have waisted time searching for an answer, for an issue they do not seem interested in fixing. I suspect that if I was running my shop via an iPhone app, my customer's would not have this issue.

[NanaLetha]

@TheFlyingWire  the buyer gets and email from Etsy when they purchase. Running your shop has nothing to do with it.

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