Purchases Not Going Through

[DreamingBuddhaGems]

Over the last 2 weeks I have had several customers contacting in both of my shops saying that they made their purchase but haven't received any confirmation email so have checked in with me.

In all instances the buyers had received the thank you for your order notification but no orders were actually placed.

I have noticed also that listings are being refreshed on my front page like they usually would when I have a sale but there aren’t any sales. I believe this may be the reason why.

[JJewellerySuppliesUK]

Check your payment account to see if anything has been going through.  What are you doing when the buyer has received a thank you but you don't have an order?  Are they receiving anything?  

It sounds like you might have been hacked!

[ChristmasIsLove]

Without knowing more, it sounds like it might be a scam. I hope you didn't send them anything when you didn't find an order to match the thank you note. The other possibility is that the buyer's payment could not successfully finish processing, so the order was automatically cancelled by Etsy's payment processor.

[IndependentReign]

I am a Seller and I just made a purchase from another Etsy shop a few hours ago and I did not get an order confirm, nor do I see the purchase/order under "Purchases" on my account.  I logged out/in, switched browsers, cleared cache, etc;.  I wanted to double check the ship date...but the order is nowhere to be found.  I received the PayPal confirm that I made a purchase.  Very odd...  I will reach out to seller to see if the order came through on their end, because it is not showing up under my Purchases...

[DreamingBuddhaGems]

Thank you all so much for reaching out to me about this, I really appreciate it.

I don’t believe I’ve been hacked, the problem is intermittent and in both of my shops. My attention has been drawn to the issue by two separate customers, one for each shop who have placed orders, paid for them and then noticed that no funds have been taken and no order has been placed. 

I don’t think it’s a scam, the latest customer sent me over a screenshot from her phone showing the thank you for your order screen, she hasn’t been charged or received any confirmation messages.

[ArtDollsbyJD]

If she does not receive the email, it did not go through. Are the buyers using IDEAL?  If so they may not be completing the order.    How to Check Out With iDEAL – Etsy Help

[DreamingBuddhaGems]

IndependantReign

That sounds a little like what’s going on with me but the payment has been taken for your purchase. I hope you get it sorted x

[FairlyIdioticArts]

This is happening to me. I get the thank you for you order message but, the items are still In My basket? And I can't view the order details.