Order Not Showing on the Orders & Shipping Page

[TheLazyPeacock]

I had an order earlier today that is still not showing up on the Orders & Shipping page.  I messaged with Etsy Support, they confirmed the order was valid, but couldn't tell me why it wasn't showing up.  They escalated it to Technical Support, who also couldn't tell me why it wasn't there (they did inexplicably offer to cancel the order?!).    They could not offer a timeframe for when this might be resolved.  I need to ship the item tomorrow. 

Has anyone else had this issue?

[PrevntProducts]

Yes been experiencing 1 for nearly 3 months, and another "ghost" order came up yesterday after a customer that paid with Klarna had a payment fail for some reason. If you google "Etsy", "Klarna" etc you will see many such cases of customers being stiffed of their money, and vendors having orders disappearing.

Are you able to see any history of the purchase on your "finance" page. That way you can give technical support the order#, time, etc?

- Essentially doing their job for them...

*** Oddly enough, each time, technical support has offered to cancel the order for me to. When I responded with "yes please" all communication stops, or they backtrack and act like that was never mentioned, even when I rebuttle with screenshots of them offering to cancel it.

Wonder how much money gets lost into the ether each year with all of this...

[TheLazyPeacock]

Thanks for the info.  It does show up in my finances, as well as the confirmation email, so I was able to provide them with order number.  But none of that seemed to help.  I still have no way to ship it through Etsy.

[PrevntProducts]

Does it happen to say "refund to buyer not eligible" or something along those lines ON the finance page? That has been showing up when customers pay with Klarna. Bit disturbing lol

I would not ship the order if you do not have any order to "mark complete" on Etsy. Send the customer a message and let them know you can't ship or even refund as it is not showing up in your orders. If the customer reaches out to Etsy w/ screenshots you have sent them, that is probably the best way for anything getting resolved.

Each time this has happened, the funds have been deposited to me, order disappears (except finance page history) and the customer lost their funds. Feel like I'm being used as a patsy...

[TheLazyPeacock]

No - I don't see that. The "issue a refund" link is there.  

[PrevntProducts]

IF you have the ability to refund, but the order doesn't show up on your order page, I would be refunding if I was in your shoes...

The customer probably has the ability to review the invisible order if you actually see a "refund" link

[TheLazyPeacock]

I guess I'll give Etsy til tomorrow to resolve.  I would not feel comfortable shipping without being able to mark complete.  Thanks for all your info:)

[PrevntProducts]

Best of luck w/ it. Screenshot everything you can...