Order

[LotusByElizabeth]

Hello,

I have a technical issue with an existing order.  Is the only way to contact someone through chat? Or is there another way.  I am not getting the answers through chat.

[BrooklynStVintage]

You can try to get an answer at the bottom of this page

https://help.etsy.com/hc/en-us?segment=selling

[LotusByElizabeth]

I did not see a number at the bottom of the page.  What do I look for at the bottom of the page

[BagmakerSupply]

@LotusByElizabeth: "I did not see a number at the bottom of the page" There is no published phone number or eMail address for Etsy customer service and any you find online will likely be a scammer. You need to try one of the options that others have suggested.

[DreamGreatDreams]

here is a link to the “how to contact support” from the seller’s handbook.

here is a link to initiate chat or email.

here is a link to request a callback.

or try this link or this link to email them.

if you email them you *should* get an automated reply and once you do, you must reply to this email that their automated best guess solutions did not work (something like “i still need help” is sufficient). *if you do not complete this step, no further action will be taken on your issue/question so it’s critical.*

it’s easy to think “the squeaky wheel gets the grease” and barrage support with multiple daily emails thinking it will speed things up. in reality doing so actually slows things down, because the software used to log and keep track of customer support calls and e-mails uses an automated ticketing system.  the date/time stamp of your last email will become your new place in the queue where it will search to see if you have other support tickets and combined them all into one (so all of your issues/questions can be addressed at once.) every new email resets the time stamp associated with your issue/question and takes you back to the end of the queue.

*** none of these links seem to work all the time. also know they may, or may not work outside the usa, may or may not work outside non-standard usa business hours (m-f & 8-5) and like many companies on major holidays, support may be limited, if available at all ***

[Amaradorn]

You need to learn where the support link is and how to use it so that you can find it in future.

Go to your shop manager and click on Help (it's the 11 link on the left menu)

Then click on Contact Us

Then Selling on Etsy

Find a category that is appropriate (or click through the options until you find something similar)

The method of contact will depend on the nature of the problem.

[AutumnHollowStudio]

By "someone" do you mean Etsy support, or your customer? What sort of issue are you having? Perhaps we can assist, and if so it will likely be faster than trying to contact etsy if that's what you're looking to do.

[LotusByElizabeth]

I did mean Etsy Support is not answering the chat.  The issue I am having is that a customer ordered 2 sets of 12 ornaments so total 24 but Etsy only charged for 2 ornaments.  So either I did the quantity discount wrong or it is a tech glitch.  But I am trying to see how to fix it.

[AutumnHollowStudio]

@LotusByElizabeth maybe refund and cancel the order and have the customer do it again. I don't think this is something that Etsy can fix that way.

Maybe it would be best to make a custom order for this person with the correct price and write in the description exactly what they will be getting.

[HazelsSewingSupplies]

Yeah, we are a lot faster than Etsy help and generally know more than they do, so put your problem out there and you will probably get a good answer.

[TastefulArtisan]

If it's the "paint splatter" ornament, your pricing is weird and may explain why this happened.

You have that I could get 1 for 19.95 or 12 for 17.95 or 50 for 14.95 or even better...100 for 10 bucks

So, based on how you have your item set up, you've sold 24 ornaments for 35.90 or 1.49 each

In this case, I would cancel and refund. Then read the seller handbook to effectively and properly use variations so this doesn't happen again.

Edited to add, you seem to be doing POD so you may need to contact them.

[UppNorthEh]

I didn't get it either.  couldn't see where one was a quantity of 12.  or did they buy 2 of the 12 quantity?  if they bought two of the quantity of 12 then I don't see a problem except the pricing makes no sense.  hurt my head too much.

[LotusByElizabeth]

There is not a good description of how to add in discounts for quantities is there?  I have not found it.

[DesertChains]

@LotusByElizabeth 

You need to create quantity discounts through your variations. Create custom variations with prices vary for options.

[LotusByElizabeth]

That is how I did it but then if you do  a custom quantity discount variation, Etsy still has a drop-down for quantity so it is confusing.  There is a double ask on quantity when you add Quantity  as  a custom variation.

[UppNorthEh]

you don't have to do the quantity option.  you can make it one and buyer will choose one of the quantity they want. or you can make a quantity of each variation as one.  you will have to manually renew either the whole listing or the one variation that sold out,  

[LandKbeads · Accepted solution]

Yeah, quantity discounts are confusing but it's up to the seller to set it up correctly.

Presumably, you want:

• 1 for $19.95
• 1 SET of 12 for 12*17.95=$215.40
• 1 SET of 50 for 50*14.95=$747.50
• 1 SET of 100 for 100*$10.00=$1,000.00

Those would be your variations with quantities of 1 of the selected SET.

Your customer would have ordered a count of 2 of the variation SET of 12 and they would pay $215.40.

I have no idea how this would work sending the order over to your POD. To them it might look like 2 total and that's all they would ship the customer.

Can sellers "unhook" a specific listing from the POD company and still order it as a special order?

[LotusByElizabeth]

Well I  have changed my variations and eliminated most quantity discounts until I can figure it out.  I will look into special orders too.  Thanks for the information.