Sale Showing But Not There

[#1]

Hi all!  In my Shop Overview on the Dashboard page shows a sale for today with the dollar amount.  However, I can't find it.  It's not listed under Recent Activity.  It's not in my Current Orders.  It's not in my Finances page. 

The total Sale count in my Shop did calculate another sale.

Anyone else have this happen?  Maybe the payment is waiting to go through?

I'd hate to not fulfill an order in a timely manner if it is a real order. However, it's not there to fulfill.  Yikes!

[Crochetlovemelbourne]

Yep, same here! Weirdly the new app in my iPhone is showing an extra sale, however I use the old app on my iPad and the sale isn’t showing up there....hope the glitch unglitches soon!

[FindsOfTimes]

This debacle gave me the idea to look for job openings for Etsy's customer service team because I'd love to do that.  However there are no listings online. They need some help, because it seems no one who works in the department has experience buying or selling here. And clearly the chain of command is non existent. Don't they want feedback? Without us they aren't anything... so you'd think they'd have a little bit more consideration for us. Where's the suggestion box? Oh, it's over there in the trash can?

[SilverandEarth]

"And clearly the chain of command is non existent. Don't they want feedback?"

Exactly! There doesn't seem to be a chain of command. Like I mentioned in my post on the previous page, during my THIRD call to customer service I asked to speak to a supervisor. The rep told me they don't have one!

I then asked if I could speak to someone in the tech dept. (since I had already asked 2 other reps to do that the day before and nothing was being resolved). I was told that sellers aren't allowed to contact them directly. So I asked the 3rd rep to PLEASE pass this on to the tech team. She said she has no way of contacting technical support because they are located in a different building and dept. (I realize the phone reps are out-sourced and in a different building).  But come on --- they have no way to pass a message along? Give me a break!!

[CookOnStrike]

After 7 days all six of my ghost orders are finally visible as "cancelled" in the completed orders tab. 

[SilverandEarth]

Well, isn't that lovely! Who knows how many orders are being missed because of this glitch that Etsy appears to be doing NOTHING to fix!

[RosemaryAbby]

Yep!  Mine showed up too in Completed Sales.  Canceled, not paid.  Now I know who the buyer was.  I guess I could email them, but maybe better to just leave everything as it is?

[SilverandEarth]

@RosemaryAbby  It's hard to say. I wonder what your buyer sees on their end about why it was cancelled. You may want to contact them, just to let them know that you didn't cancel the order -- that it's a "glitch" in the Etsy checkout system. (Just a suggestion).  I contacted my buyer because it was a repeat customer.  She was glad that I did because she said she could tell something didn't seem right when she checked out and she was surprised no one from Etsy contacted her. I relisted the item and she was able to repurchase it just fine.

[CookOnStrike]

@RosemaryAbby It depends.. if your buyer noticed that the payment didn't go through and didn't try again, they probably didn't want the thing enough .. Or they may be completely unaware..

@SilverandEarth in theory, all of those missed orders should eventually appear in completed orders tab; you can filter by status (cancelled) to check

[SilverandEarth]

@CookOnStrike  True -- if they all eventually show up there. What if some orders aren't even reaching the "completion, but not quite completed stage" (don't know what else to call it)   because of this glitch?

[SaveTheForest]

The thing is a lot of Etsy stores have been having a really tough time. When you actually get orders the very last thing you want is a cancellation!! I would definitely contact  your customers politely and explain the glitch. Then they can decide if they want to re-order. It is important that they don’t think you declined the sale. I’m quite worried my order gets cancelled and the customer just gets put off. I really hope this is temporary. I’ve even seen people on Reddit complaining about this so it’s a fairly wide spread problem. 

[clotheslinesvintage]

Same issue. Phantom sales. So many glitches these days. This one feels particularly frustrating.

[ChillwolfArt]

@clotheslinesvintage   What I can't figure out; this issue still exists for many people, has been going on for a week now, yet no Announcement about it.  There is obviously a problem.

[SilverandEarth]

Yep, it's a total MYSTERY why Etsy has taken no steps to fix these MYSTERY orders!

[urbansavanna]

Same problem here, happened a couple days ago with one order but now today it's happening more frequently. Nothing showing in completed orders as cancelled they just vanish.

[22fno883rg8d7inc]

Same thing happened to me. My Dashboard says I made a sale today and gives me an amount, 25.11. But no record of any sale anywhere. Who can I contact?

[TinkerANDWhimsy]

I’m having this issue too…. It’s like a ghost sale. Shows that I made a sale and the amount but then nothing I can fulfill. Also shows no sale in other areas

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