Order not received

[BagsyMeFirst]

Hi!

My customer paid for her private listing and got a ‘Thank you for your Order’ from Etsy after making the payment, but no accompanying email. Her order hasn't come through to me - although strangely it did fleetingly show in my dashboard before it disappeared. Is her order likely to come through?

Kate

[BetseysBeauties]

There may have been a problem with the payment. Ask your customer to check in their "purchases" queue to see if it's there, and also to check if the payment actually hit their card.

[BlackCatTheory · Accepted solution]

probably not. Sounds like her payment got canceled in processing. Could be a credit card issue, could be that she is using a VPN. You won't see the order anymore. You can tell her to try using a different credit card. This happens sometimes for innocent reasons.

[BagsyMeFirst]

Thank you so much for your advice. Will create a reserved listing for her this time so she can try again.

[thePaperFramer]

What the other's said. Don't even think about fulfilling her order until you get it officially from Etsy.

[BagsyMeFirst]

Thank you - I won't

My customer bought 'again' this morning and it went through okay x

[WitticismsRus]

@BagsyMeFirst 

If the payment processing failed the order should be in completed orders and say canceled. You can sort for canceled orders with the sort filters on the right. Note that this only works on the full pc site and not on the app.

[BagsyMeFirst]

Thank you for sharing your knowledge. The reserved listing went through this morning. I think private listings can be 'sticky' sometimes - they don't always seem to work. There was nothing in cancelled orders, so I expect it was a credit card 'thing'. I have a happy customer now, and that's the main thing