Phantom Order and Overdue Shipping Issue

[#1]

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?

[SilversmithcoUSA]

Thank you. That's what I thought. 

[SilversmithcoUSA]

It makes sense because when a person has a difficult time getting caught up with their orders, they stop getting orders sent their way, until they catch up. Even though I've never been late sending out an order, I think the false-late order is affecting search placement.

[PrevntProducts]

It certainly is effecting SERP's. I search for my products via private browsers and VPN's very religiously and my ranking has completely fallen off. Additionally, My ad data stops for the day at 6pm (west coast time) now, when June 30th, it restarted for a new day at 9pm.

Freaking out to put it lightly.

[SilversmithcoUSA]

Me too. 

[SilversmithcoUSA]

I called and spoke to someone today and again they've said they fix these issues in order of how many people they affect. Since it doesn't affect everyone it's unlikely to get fixed. 

[RascalsRarities]

Same here with the overdue order showing but no order.

[PrevntProducts]

Bumping this thread to see if anyone can help getting this issue resolved. Had multiple tickets closed after getting no response about it. Thanks in advance

[RascalsRarities]

I still have the "overdue order" showing. It hasn't seemed to affect my sales though which is good. I have no information to share on how to fix/remove the notification. I did let etsy know about the issue when I first noticed it but nothing was ever resolved. 

[PrevntProducts]

Bumping this thread again as this is becoming increasingly obvious, that even though star seller status isn't affected, store's performance is. Store's performance completely fell off a cliff the day this happened, ads which had an 4X ROI for nearly 2 years has fallen to barely breaking even on them.

Really hoping this issue can be addressed as someone attempting to finance a $5 purchase has caused all of this....

When I bring all of the facts and chain of events up to Etsy reps, they ask the customer bring the issue up to Etsy.

[RascalsRarities]

My resolution was my buyer bought the item again and therefore paid twice. But I was able to then ship it to her. Etsy notified me they had handled the issue in that all buyers were refunded from the orders that didn't show up/phantom orders. However, etsy failed to cancel the order for us and clear it from our dashboards. Therefore, it shows as overdue. I was not able to clear the overdue order notification on my own. Etsy has not helped in this regard when it was reported to them. I have decided to just ignore it. Personally, my sale rate has not been impacted by this notification and it appears it doesn't affect star seller status as well. 

[MamaBearBabyWear]

Apparently this is still not an important enough issue for Etsy to deal with per their own customer support response:

Juan

Hi Amy
 
Juan here from Etsy support! Hope this email finds you well. 
 
I totally get how important it is for you to make sure you can locate your orders and continue fulfilling them. 
 
Please know:
 
Our engineering partners are currently aware of an issue where some orders may not be accessible on the Orders & Shipping page. 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. In the meantime, it's possible you may be able to access this order via the Sell on Etsy app. If that is not the case, just let me know and I can cancel the order for you. 

Please don't hesitate to reach out with any additional questions!

Best Regards,

Juan
Etsy Support

[SilversmithcoUSA]

Yeah, I still have the phantom order lurking in my orders. 

[SilversmithcoUSA]

Has anyone been able to get theirs removed?

[PrevntProducts]

Just checking in. I have not yet, and don't expect it to. I've had 6 separate support tickets closed regarding this issue. All opened separately, and closed because "issue was resolved"

This will be 4+ months of this issue on my account

[SilversmithcoUSA]

Since April for me. So, 7 months.

[PrevntProducts]

Even though I have maintained my star seller status, everything tells me Etsy's algorithm is seeing my store as one that has overdue orders, as soon as it happened my store lost 25% in monthly revenue, down nearly 60% YOY at the moment.

[SilversmithcoUSA]

Thank you for validating that.

[ModFabio · Accepted solution]

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