Ordering Issues for Customer

[whispersofanangelart]

• Hello, looking for some help. I wrote yesterday but received no input so trying again.  I have a repeat customer who is trying to purchase another stone which I did custome work on. She went to go purchase it and it's saying she needs to set up apple pay?? She's purchased once before with zero issues but also signed in as a guest.

She tried again and it's saying this: i just copied and pasted

"Choose a payment method. You will not be charged until you review this order on the next page-

Card

VISA

AMERIAN EXPRESS

DISCOVER

Sorry, there was an error. Please try again.

If the seller you're purchasing from accepts PayPal, you can also try using your card through PayPal. Having a PayPal account may not be required.

If you continue to have problems, please contact support."

She tried her husbands card and same issue.  

I'm not sure what to do?

[DontForgetTheFlowers]

Hi! Have you tried logging out of Etsy and logging back on? There may have been a glitch....but I have had this happen to me when I had a customers item open that she was trying to buy. I was checking something on the item and she could not purchase. Once I logged off and back on it worked for her. I hope this helps!

[whispersofanangelart]

Sorry I replied in the wrong area.  I replied to you below:)

[LAKEandFELLart]

Due to data protection and privacy laws as sellers we cannot resolve payment issues for customers - we don't have the access to do this If the customer is having payment issues they will need to contact Etsy direct for resolution.

Also due to the same laws Etsy will not discuss the issue with you only the account holder.

[whispersofanangelart]

That's understandable.  I figured it may be a problem on her end.  I just wasn't sure how to handle this and thought maybe other sellers had customers who ran into the same issues.  Thank you for respinding!!

[whispersofanangelart]

My husband did add her item in the cart to see if he could order it and he was able to if he wanted to.   He had zero issues.  Of course he did not order it though.   I figured this might be a problem on her end?  But I can still try logging off then back on.  We told her maybe shut down your computers as well?....not sure

Thanks for the advice. 

[SmudgePlant]

I have had this happen to me on other websites, not the Apple Pay part but it wouldn't process my credit card, I think one was Joann Fabrics. Not sure why, or if it was just happening to me, but the only way I was able to check out was through the PayPal option.

[whispersofanangelart]

Oh no, I hope she is able to figure it out.  I'll  have to find another way to get it to her if not.  It's a custom order.  She's purchased an item of my a month ago too.  

Thanks for letting me know 

[SmudgePlant]

Here's another forum post I found, it sounds like she might have an Apple product that automatically defaults to Apple Pay.

https://community.etsy.com/t5/All-Things-Finance/Apple-Pay/m-p/125130061

[whispersofanangelart]

Thanks so much! I can relay this and see if this info helps in any way.  She did mention she purchased elsewhere recently, not on Etsy and something like this happened 

[BeJeweledByDEBORAH]

Don't know if anyone else has mentioned this, but it could be her browser. Suggest she try a different one.

[whispersofanangelart]

I mentioned maybe turn her browser off then go back on.  But that's a goid idea.  Not sure if she had the possibility to do that but I'll ask her.  Thanks so much!!

[TBQSC]

Apple Pay is connected to the iPhone ... she must be accessing your Etsy store via the app and that why she is having the issue.  Instead, have her use a computer browser to access your Etsy shop ... that way, she will not get the Apple Pay option.  

[whispersofanangelart]

Thank you!! I will let her know.