Payments are not processing and customers are frustrated

[PerryLancasterWood]

I have recently had several people complaining payments for their orders are not processing, I was able to resolve the ones that people made me aware of, but it appears the problem is bigger than I thought after a customer contacted me this morning with the following message;

"Could you tell me what has happened to the order I made some weeks ago for 3 sculptures. According to my credit card the payment was approved but has not yet been taken & I have had nothing other than the initial email response from you"

The email they received was automated so you would expect the order had been placed, however I had no notification and this is the first I have heard, who knows how many orders have been placed and the customer has been left in the lurch. It looks really bad for the seller.

Please sort this issue out.

[SiroccoAndNorth]

Only Etsy can help you with this one. If you haven't seen any notification of this sale and have no record of it (not even an email) then there isn't much that you can do. Perhaps the buyer has you confused with another seller? 

[SiroccoAndNorth]

Just to add that it appears that several people have posted about pending payments so there is an issue there.

[OwlAlwaysKnit]

There seems to be an on site issue as others are posting the same problem, the more people who report it directly to Etsy the quicker they will know about it. They may not see it via the forums

[SpencerOggPatterns]

I'm having problems too - every order this morning is still in processing - must be an issue - hopefully Etsy will let us know what is happening today

[CortenStore]

the same in my case. A few of recent orders with "payment processing". By the way, do you know guys if the chat option on Etsy is still available? I cannot find the icon of chat anywhere

[SpencerOggPatterns]

Yes, go through to help, click through all the standard answers and finally you will get a box that says 'I still need help'. That will then get you through to chat

[CortenStore]

thank you. Now there is only a phone call option as far as I see.

[WillowandBumble]

My orders are all processing payment pending too

[AshleyHigginsDesign]

This happened exactly the same time last Friday up to around 11am, all orders eventually went through but did not sync to click and drop so had to be entered manually, this is just the latest in a long line of technical problems at the moment which is very frustrating...

[makeyourmark2020]

Same here - about 5 still payment processing

[PracticalPrintsByLee]

Weird some have gone through others haven't, currently out of the 8 orders this morning 6 have now gone through and 2 haven't its really odd as 2 payments are from the same person, 1 went through the other hasnt

[CoquetteBath]

I had a pending one at 4am (heard the ding) and it just resolved now, about 3 hours later.

it may be payment gateway issue. Or not.

[lucileskitchen]

I had this too on one order yesterday. After a few hours of order processing, Etsy cancelled the sale. The customer tried again : Etsy cancelled the sale again. The customer reached out to me - very upset - with insulting words to Etsy.... No doubt he will never try to order again...