Please check your prices - Wrong Prices Showing for Product Variations

[#1]

Hi Everyone,

After reviewing some orders placed between Tuesday (04/15) and today (04/16), I noticed that there were some price discrepancies. The products purchased had price variations. Either the buyer was overcharged (with us having to issue a refund), or the buyer underpaid for the item (with us incurring a loss).

As a result, we've had to put the shop on vacation temporarily until we can review all our listings. So far, only a few orders were affected.

As a precautionary measure, please check your listing prices if you have product variations.

Best wishes and much success to all of you!

[thatregina · Accepted solution]

Hi folks,

Thank you for your reports here. I've referred them for investigation. If you have an open support ticket on this issue, could you please reply to it with the affected listing ID (or IDs), and any actions you took in editing the listing? 

[ColoradoCollectionUS]

I am soooo confused. I got a message from Etsy today. This happened a few weeks ago. What the heck? Why should I open an investigation?

[thebeadedlily]

I don't even know how to open a ticket. IT's not immediately obvious.

But the affected listing is 1026753381. It sold a 14k piece for a sterling silver price. Huzzah! I deactivated the listing.

[BirdAndKeyUK]

Etsy have replied claiming I've done a bulk edit (which i'm pretty sure I didn't.. and if I did it had nothing to do with pricing or variations as these haven't changed for years).. and that's resulted in my prices randomly changing on only one out of my 262 listings (the one which happens to be my best seller).. someone riddle me that!!

[DragonflyDreams1]

Variation pricing continues to disappear. If I try to edit some (not all) listings with variation pricing, the pricing disappears. The "prices vary"  selection for variations has been deselected. If I were to, for example, update the quantity and save, all the variation pricing would be gone. If I back out and do not save, then the variation pricing remains. Alternatively, I would need to reenter all variation pricing for any listing that I need to update or change.

[DragonflyDreams1]

It is disappearing from listings that I have not sold or tried to edit. It seems to be impacting listings where there are two variations and the second variation is used to determine the variation pricing. I am not 100% sure, I need to look further but don't have the time right now. 

The listings are acting the same on my computer and on the app, which indicates it is an issue within the listing, not varying by platform.

[DragonflyDreams1]

It is happening on listings that have only one variation option as well.

[DSGardenShop]

At first I thought it was only my expired (Etsy expired 135 of mys listings at once) or sold out listings that had lost variation pricing issue but now I am realizing many of my live listings are affected. Now I am noticing I have many live listing with no variation pricing. I have not been able to figure why some have retained variation pricing whereas others only the lowest price remain, but what an absolute s*** show. Had to converse with two customers yesterday explaining Etsy update glitch, thankfully we caught the mistake prior to making/shipping product and the customers were gracious and repurchased at the correct price. This is terrible for consumers on an already declining market place. How hard can it be to proof an update before launching?

[DSGardenShop]

Surprisingly received this email from Etsy yesterday

Hi there,

We recently identified an error that may have affected some of your listings with variations. This error could have caused these listings to be displayed to buyers and sold at incorrect prices.
We know this may be concerning, and we want to assure you that our team is actively working to resolve this issue and minimize any disruption to your business.

What you should do in the meantime:

- Review your listings with variations: Please take some time to carefully review all of your listings that offer variations to ensure the prices displayed to buyers are correct.
- Check your recent sales history: Look for any orders that may have been processed with incorrect pricing.

Next Steps:

- Please feel free to reach out to our Help Center (help.etsy.com/hc/en-us/requests/new) with any questions you might have.
- We will provide further updates and guidance once we’ve fixed the error.

We sincerely apologize for any disruption this may be causing.
Thank you for being a valued member of the Etsy community.

Sincerely,
The Etsy Team

[ColoradoCollectionUS]

I go the same message today. So frustrating!

[CustomShowerCurtains]

Since this glitch has started happening recently again, a quick way to check is by looking in Listings Manager and sort by "Expiration: latest first". To the right side of "# in stock" is where they show your LOWEST-HIGHEST price if you have variations. If you only see the lowest price without the dash/minus and without the highest price, then this listing was affected. Unfortunately, there doesn't seem to be a way to fix this unless you do it manually or use Vela to batch edit the variations. See attached photo here:

https://i.etsystatic.com/icm/7c249d/764791074/icm_fullxfull.764791074_gjdv9l9qmagcsgc0gc44.jpg

[ColoradoCollectionUS]

Thank you! You have a solution, not check your listings and past sales!

[BluKatDesign]

I will check  thanks, I have had variation photos go blank a few times lately!

[AmoreTreasure]

Do we know when this bug was introduced so we know how far back we have to go to check listings and orders?

[CustomShowerCurtains]

From sellers' posts, it seems like it started happening again 2 weeks ago (hasn't happened in my shop in years).

My 1 affected listing has been fine until 9PM Wed Apr 23:

SOLD: Tue Apr 22

SOLD: Wed Apr 23 1PM

SOLD: Wed Apr 23 9PM

With this last sale, it seems to have renewed without its Variations Pricing.

I haven't made any changes at all in my shop, nor do I use the app.

So it was completely random and on Etsy's side.

And I didn't catch it until today and I got Etsy's convo about the issue.

Though I'm pretty sure I didn't lose sales, as I'm sure savvy shoppers would have ordered plenty at the displayed lowest price!  IF they have been able to place orders in the first place.

[AmoreTreasure]

@CustomShowerCurtains Thank you for all of the info you have shared in this thread. I have found it VERY helpful!!!

[FunkyJunkyVintage]

Just sitting here shaking my head and sighing from the mental exhaustion of this latest round of etsy screwing us over with nothing more than "sorry for the inconvenience" and sellers having to send in the evidence of their screw up.

[BirdAndKeyUK]

Success! I sent a spreadsheet to Etsy with all my affected sales showing the price they were sold out and the price they were supposed to be and the total revenue I therefore lost. I also sent the links to this post and others on the forum showing that many sellers have had the issue and asked when they were going to reimburse me for the loss of revenue they had effectively defrauded from me and have just had a message back to say they are issuing me a credit for the full amount! So I'd encourage those of you affected by this to do the same 

[CascadeIronCo]

Same thing happened to use as well

[FutureRetroGolf]

Just had this happen to me with a sale today. I've seen the email to us all from etsy. So this glitch is still ongoing. I'd not edited that listing at all, sold one correctly last week and it's glitched for some reason today, defaulting to a lower price. Had to manually enter all the variation prices again. Frustrating! I assume Etsy will be reimbursing us for our losses....

[SMGEMSIndia]

says: Hello in my listing i was check my variation has been change automatically , I was mention 14k or 18k gold prices different now both prices showing same in mostly listings

[NanaLetha]

https://community.etsy.com/t5/Technical-Issues/Please-check-your-prices-Wrong-Prices-Showing-for-Pro...

[ColoradoCollectionUS]

I DO NOT have time to deal with ETSY'S ERRORS:

I got a message from Etsy stating there maybe issues in Variations in past sales and current listings. It states Hi there,

We recently identified an error that may have affected some of your listings with variations. This error could have caused these listings to be displayed to buyers and sold at incorrect prices.

We know this may be concerning, and we want to assure you that our team is actively working to resolve this issue and minimize any disruption to your business.

What you should do in the meantime:
- Review your listings with variations: Please take some time to carefully review all of your listings that offer variations to ensure the prices displayed to buyers are correct.
- Check your recent sales history: Look for any orders that may have been processed with incorrect pricing.

Next Steps:
- Please feel free to reach out to our Help Center (help.etsy.com/hc/en-us/requests/new) with any questions you might have.

We will provide further updates and guidance once we’ve fixed the error.

We sincerely apologize for any disruption this may be causing.
Thank you for being a valued member of the Etsy community.

Sincerely,
The Etsy Team

This inbox is unmonitored, so if you respond to this message we may not see it. If you have a question about your shop, you can chat with a member of Etsy’s support team 24/7 from our Help Center (help.etsy.com/hc/en-us/requests/new)."

SOOOOOO FRUSTRATING!!

[TheVintagePineapple]

It's been happening for a few weeks now, so know you're not alone with this latest problem.  

Solved: Please check your prices - Wrong Prices Showing fo... - Welcome to the Etsy Community

(Fyi - We're not supposed to post a private message verbatim here in the forums.)

[FabricJunkie1640]

I sell pillow covers and have variations set up to charge different prices for each size.  Lately when the listing renews because of a sale the variations are eliminated and it is charging one price for all sizes.  Has anyone else had this problem?  Is there a way to contact Etsy for help?