Phantom Order and Overdue Shipping Issue

[Former_Member]

I received an email saying that I got an order on June 16th, but when I clicked on the order number, there is an error and won't let me access the order. It doesn't show up on my dashboard, but I can see it in my payment account section. The order number listed under the tax section looks correct, but the order number for the sale is %2$s, which also doesn't go anywhere. I have a notification on my dashboard that the shipment is overdue, but I can't access the order at all, nor can I issue a refund (there is no option). Has anyone else had this issue, and if so, how did you get it fixed?

[ChristmasIsLove]

Did you try a different browser?

[Former_Member]

I've tried firefox, chrome, safari, and the app.

[PrintFanaticShop]

Are you able to cancel the order? Then message the buyer to re-purchase?

[Former_Member]

Usually, there's a "Refund" option under the payment on file, but there isn't one on this one. I've been in contact with the seller about the issue, and they're also trying to clarify what went wrong with Etsy.

[ArtDollsbyJD]

I would contact Etsy with the payment and ask if it was cancelled by them but it didn't get resolved completely.   Sounds like a computer error on Etsy's end. 

[Former_Member]

I have since talked with Etsy, but with no resolution unfortunately. I would have thought that they would be able to at least cancel the payment on their end.

[ThePurplePuppy]

"I received an email saying that I got an order on June 16th"

Wasn't the buyers information in the email? When I do get an email the buyers info is there. If so I would just have packed and mailed the order. You said it showed in your finance page so you should be able to tell what it was from there, even tho it is not in your orders.

Good luck!

[Former_Member]

I definitely thought about that, since I did get the buyer's info in the email. But, I use Etsy shipping for discounted shipping costs, and I couldn't even generate a shipping label. Also, I'd still have the order "Unfulfilled" on my account, and I'm pretty sure that negatively impacts my account.

[ThePurplePuppy]

@Former_Member 

If this happens in the future you can buy a label thru Pirateship. The cost is the same or less than Etsy labels and they integrate with Etsy so it will mark your item shipped on Etsy (If that is possible).

[NanaLetha]

@Former_Member  they can cancel. It all depends on the rep you were talking to. 

[ButterflyFeetDigital]

I have a similar issue. I got the confirmation email, but the link in my Activity in the shop manager didn't go anywhere. So I looked in my Orders and Shipping and there was no order there. So I looked in Finances, and the payment went through, but the order number showed only in the taxes field. In the Payment field, the order number is #%2$s. Also, the order disappeared completely from Activity. I contacted support through chat on the 23rd. They said it was a pending order, and to contact them again if it didn't resolve itself in 48 hours. So, yesterday I got on chat again with the ticket number, but that chat person said they needed a screen shot. While I was trying to get that to them, the chat timed out and hung up. Today the order still doesn't show up in my orders, and the Finances still has the same weird information. 

[GlassyFields]

@ButterflyFeetDigital

I don't understand how the payment shows going through in your finances if it is a pending order.

The chat person sounds lame - both times.

I'd get on chat again and ask them to escalate your issue.

[SewCuteDolly]

I TOO have a phantom order!  have talked the Etsy two times...they assure me it is a bug on their end and they are trying to fix it. They said many sellers have this issue too.  It will not affect and STAR Seller status...as it's not real!

[RobinsNestQuilts2016]

I had one come in this afternoon. Hope that this gets resolved on etsy's end.

[CynthiasCraftShack]

I am having this same issue now with 2 of my orders. Orders not showing up in the "new" section however it's on the left showing as orders but I can't see them. I got cha-chings for both ordered and I got Etsy Order confirmation emails for both, but they're just not showing up. The orders appear as Order #%2$s in the finances section. I have been dealing with this for a week now. As of today those orders are overdue. I have no way to process the orders, no way to contact the buyers, can't refund them, can't purchase labels nothing... nada. I've contacted Etsy every day for a week now, nothing has been fixed. I think they are clueless on how to fix it. 

[Former_Member · Accepted solution]

For everyone also having this issue, I finally got this response out of Etsy:

Our engineering partners are currently aware of an issue where the Shop Manager Dashboard shows an incorrect amount of overdue orders. We've added your report to the ongoing investigation so the team can take a deeper look into what's going on.

At this time, we do not have a timeframe for when this issue will be resolved, but please know that we prioritize our technical issues by impact to our marketplace.

---

They apparently know what's happening, and are working toward a fix. 🤷🏽‍

@CynthiasCraftShack@RobinsNestQuilts2016 @SewCuteDolly @RobinsNestQuilts2016 

[CynthiasCraftShack]

Same response I got a week ago.

[LAGlass]

I had the same issue on June 26, just scrambled order #. I reached out for Etsy help and never received a reply, I also went on chat for about an hour and was still not resolved. I am sure the customer expects the shipment and I have no way of sending the order or sending a convo to explain the situation since no order/invoice appears in my account, but yet my dashboard says I am overdue on 1 order, assuming it is this order, but of course can't ship it. During chat I was told it was being reported to tech support but they did not know how long it would be when I would hear back.

Still waiting, it has now been since June 26 and no answer.

[SilversmithcoUSA]

How could the software developers be so slow?

[MamaBearBabyWear]

That's bull - it's STILL happening as of 9/4/23 and I was told the same thing via Etsy chat. This is a MAJOR impact for sellers but along with all of their other Etsy issues they simply don't seem to care. In the mean time they are earning money off listing fees and these orders while sellers and buyers suffer the consequences. 

[SilversmithcoUSA]

Are you still having this issue? I still have it. 

[PillowDetails]

 If you still have the emails, it shows the Buyer's user name, as well as their address, and a link to contact them, so you can let them know what's going on.

[JMOldeVintage]

@PillowDetails  - The cynic in me wonders if contacting the buyer could be opening a can of worms?

The order is there in the payment account, but not in with other orders. Can't purchase an Etsy label. There is no order to cancel/refund, but it's overdue.

While contacting a buyer seems like the right thing to do, if there was a payment method problem & the transaction denied...it all just sounds like a mess. An Etsy glitch that needs handling but possibly one that can't (or shouldn't) be tended to by the shop owner? 

[BagmakerSupply]

It might also be a good idea to check the Orders CSV file from your Star Seller page daily to see what status the system is assigning to the orders.