Repeat buyer can't check out

[CatherinesAtticFinds]

I have a lovely repeat customer who contacted me last night, unable to check out. She had multiple items in her cart from my shop. She described almost an "error message" that she needed to contact me, and I needed to check my shipping settings.

She tried a couple of times last night and then again today, she had to break her order into 3 separate orders, anyone else run into this?

Thanks in advance. 

[summersweetboutique]

I have a return customer, also, that's having the same problem.  I came here before responding to her to see if anyone else is having the same issue.

[CatherinesAtticFinds]

It's odd as she has purchased multiple items before and never had a problem. Thanks for letting me know I'm not alone in this. 

[ArtDollsbyJD]

How many items?  And does she have other items from other shops?  There is a limit to how many can be purchased at any one time. 

Also is this the app or computer?  If the app is her app up to date or is there a possibility of a new phone?  

[JJewellerySuppliesUK]

@ArtDollsbyJD  Do you know what the limit is?

[CatherinesAtticFinds]

I think she did have items from other shops, she was using the app, thanks for the info. 

[BlackWaterandCo]

I’ve recently had a similar issue in my vintage shop (it has also happened before) and the problem was trying to purchase books and a non-book item. I think Etsy couldn’t combine the Media Mail shipping profile with the usual shipping profile. Could this be an issue for your customer?

[CatherinesAtticFinds]

That might be it, some of the items were free shipping and some items had shipping.

[AlexiBlackwellBridal]

Etsy is so broken it is ridiculous! Now buyers can’t even buy? No wonder Etsy is tanking. Are they kidding me?? 
You would think of all things Etsy would make sure the checkout process was working! 

[ThePurplePuppy]

@AlexiBlackwellBridal 

Checkout has always been like this since I started selling here back in 2008. There is a limit on how many things one can buy at once. I do not know what that limit is now but it used to be 10 when we had standalone PayPal.  That was not Etsy--it was because that was PayPal's limit. 

I realize a lot of things are on Etsy's "Dime" but I don't think this is one of them. The payment processor may have a limit. the CC company may have a limit. PayPal may still have a limit--or a combination of all of them may have a limit.

[vintageNCtreasures · Accepted solution]

@CatherinesAtticFinds 
What mail class do you use on Free shipping?
Mail class on items with shipping?

Since the error mentioned was shipping, most times this happens when you don't have at least one mail class in common for all items in the cart from your shop.

Example: 1 item only has 1st class and Parcel Select, 2 items only have Priority, the calculator can't combine because that 1 item doesn't also have Priority.
You'd need to add Priority to your 1st class and Parcel Select profile.

That way, all items would have "Priority" in common.