Order but no sale. Support refuses to help

[TextureVibes]

I got an order about 3am yesterday so I went to my monthly statement to calculate if I made any profit on this one, but there are only fees and no sale. On my previous orders, the order comes in, the value of the sale is credited to my statement then fees are debited. 

This time there is no sale, only fees. Money has gone out of my account for for the transaction, including the relisting fee, transaction fee etc but no money has gone in.

I've tried to contact support but they just keep repeating the same information about payment reserve. This is not that. I sold another item on the same day and it immediately created a sale and listed the amount with the note funds will be available on May 30th, that's not what happened with the second order, there was no sale at all.

So my stats shows 3 orders but my financials show 2 sales. I don't know what to do, I'm not going to fulfill an order that I'm not getting paid for but I can't get anyone at Etsy to listen

The order has already been passed through to printify but I haven't sent it to processing yet

[TextureVibes]

Looks like it automatically got sent to production this morning so I'm just sh*t out of luck on this one. Customer gets their product, etsy gets their fees and I get shafted 

[CryzalisDesigns]

You will have to contact them again and give them the order number.

If it is showing 3 orders in your order section of your dashboard, give them the order number and ask them why there are no funds showing. If they persist that your account is on reserve, inform them about the other 2 orders.

You can request a call back from Etsy

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR3XJULkao3ZPR8XcOEf2A7143n87Xt...

[AnniebelloPaper]

I see three sales in your shop. Check your shop payment account to see if it has updated. I don't know how it works with POD and integrated orders. Try contacting printify to cancel the order until you get it sorted.

[Amaradorn]

Make a note of the order number and search using that. Sometimes the items in the payment account recent activities appear in a strange order. If you received another order at the same time then it might be behind that or on a previous page.

Check that the order transaction actually completed. Check how the order was paid (open the order on Etsy and scroll to the bottom of the page) - it should say 'paid with Etsy payments'. Does the order say 'Cancelled' in red at the top??

The sale should show in your account activity immediately, however the funds won't be available to be deposited until the next day (or after 3 days if you are within the 90 day period for new shops). If you are on payment reserve then it's 45 days.

[TextureVibes]

I found the money! It seems the buyer paid through paypal and it went directly to my personal paypal account. Which is actually super confusing. Does anyone have any experience with that, is it better to turn that off? Are the paypal fees less than the etsy fees?

[RandysExoticWoods]

My Etsy account is set up the same way. If a customer pays with PayPal, the money shows up immediately in my PP account.

I like it that way. In fact, I would prefer if I got paid instantly for ALL of my transactions like it was in years past.

[NightWingFineArt]

The PayPal fees (assuming there is no currency conversion involved) are less than Etsy's fees. However, if I understand correctly, you would be paying both --- i.e. PayPal will deduct their fee directly from the incoming funds in your PP account, and you mentioned earlier that the relisting fee, transaction fee etc have been debited to your Etsy account.

[TextureVibes]

I've paid the transaction fee and relisting fee and regulatory operating fee but not a payment processing fee. If I calculated it correctly the etsy fee would have be 72p vs paypal's 67p. But it does add an extra administrative headache

[PiecesOfMePaperCraft]

I suggest you add your location and production partner to your shop.