Phantom Overdue Orders

[LenAndLaine]

This is day 7 that we’ve had an “overdue order”. The problem is, there is no technical overdue order as it is a glitch between Etsy and Klarna. I have talked to Etsy Support three times with little to no resolve. I’m starting to get worried that this is hurting our show as we are down a whopping 70% today despite being told we’re “in good standing with Etsy”. However, being in “good standing” doesn’t mean that our listings are getting shown to anyone. I’m incredibly frustrated that Etsy isn’t seeming to take this issue seriously or care that top sellers (or any sellers in all honesty) are being affected. Has anyone had this issue resolved? 

[JDTotesnDolls]

Did you cancel and refund the order?  Or are you saying there was never an order?  Was the order never completed?  Did the payment processor not approve or did the buyer not complete the klarna order?

If this is a technical glitch then chat cannot help you.  Ask them to forward the information to a specialist or send an email.  Chat can do some things but financial and technical exceed what they can do,

[LenAndLaine]

There is no way to refund the order. When the order number is typed in, there is nothing there. Etsy has said this is a known glitch, but it has said I have an overdue order for nearly 2 weeks now and nobody seems to care to fix this issue. 

[BagmakerSupply]

@LenAndLaine: And what does the shipping CSV file on your Star Seller page say? Is it showing an unshipped order?

[dartifactoryretro]

This is a known bug that Etsy hasn't made any announcements about and it is affecting a lot of purchases.  I believe one Etsy Mod said it was related to Klarna purchases in another thread.  These are the threads where it is being discussed.

https://community.etsy.com/t5/Technical-Issues/Phantom-Order-and-Overdue-Shipping-Issue/m-p/14272032...

https://community.etsy.com/t5/Technical-Issues/Why-has-Etsy-not-informed-anyone-of-the-Order-2-s-Bug...

https://community.etsy.com/t5/Technical-Issues/New-order-not-showing-up-on-Order-page/m-p/142720368#...

https://community.etsy.com/t5/Technical-Issues/Overdue-warning-bug-no-orders-are-actually-overdue/m-...

[DaysofYoreTreasures]

@dartifactoryretro Thank you for posting these links.

[dartifactoryretro]

@LenAndLaine this affected an order of mine that was placed over a month ago, was reported to Etsy about 3 weeks ago, and still have not received anything official about what is going on, or a resolution.  I only found out that the bug was related to Klarna orders by scrolling through the forums... It is really awful that Etsy hasn't posted anything about this, or provided any updates to affected buyers and sellers. 

[PrevntProducts]

This is effecting my store as well. Just received a message from the customer that tried to purchase w/ Klarna and triggered this event in my store. They told me that Klarna AND Etsy told them to reach out to me for their funds. I keep continually being told by Etsy an order number that isn't in fact a real order number is the culprit. My store as well has suffered roughly a 70% loss in revenue due to this.

[LenAndLaine]

100% agree. 

[JJewellerySuppliesUK]

Heads up!  You have a Christmas message on your Announcement. 

[LenAndLaine]

I know—pregnancy, pregnancy loss and a new pregnancy…the announcement is the furthest thing from my mind. 

[dartifactoryretro]

@LenAndLaine Did you receive the email from Etsy on Friday?