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!

[SilverandEarth]

Well, just got off the phone with PayPal. The transaction number the Etsy rep gave me to give to them to locate the order was invalid! So they weren't able to provide me with any information since PayPal payments go into Etsy's account -- since they took away our ability to have our OWN PayPal accounts. So for the PayPal rep to try to locate my specific order is like trying to find a needle in a haystack! So now I'm going to call Etsy back again for the THIRD time and ask them if they can give me the correct transaction ID #. By the way, the PayPal rep wasn't aware of any processing issues on their end.

[SmallthingsbyAmanda]

@silverandEarth Etsy should not be giving the transaction number and paypal should not discuss it with you as it's a transaction between Etsy and the buyer. We as Etsy sellers have nothing to do with that transaction. In most countries it would be illegal for paypal to give any details about it. 

[SilverandEarth]

The Etsy rep TOLD ME TO CONTACT PAYPAL   !!!!!!!!!

[SmallthingsbyAmanda]

They should know better it's like them giving you info and telling them to call my bank to talk about a transaction I made. I do wonder sometimes what if any training they give the support staff.  

[CharmedEnchantements]

Truthfully, I don't have any information on the transaction because it's not showing in the order que. I don't know how the buyer would have paid for the item or who the buyer is. The only evidence I have is when I pulled up stats on March 1st, I showed making a sale and the $ amount of the sale but there was nothing in the order que. I went ahead and renewed the item as it was showing sold that day. The funds are not in my account even though they are added into my monthly financial sales.

Could it be a Plaid issue? An Etsy processing issue? It doesn't seem Etsy is interested in investigating this. What if this becomes site wide involving millions of sellers and not a few of us? I also think it's possible that there may be other shops that this could have happened to but haven't even noticed. Especially those with high volume sales. 

[SilverandEarth]

@CharmedEnchantements 

Same here. I just see the revenue for the order in my daily stats and the item is marked sold out and in my sold section. No invoice, no buyer or address info.

Just got off the phone with 2 different Etsy reps. The first one transferred me to the "shipping dept" because she said it was a shipping issue. I told her it was not a shipping issue and more of a tech issue with the payment checkout system. I asked to be transferred to the tech dept, but she told me we aren't allowed to contact them. So I asked her if she would please make them aware of this since many of us are waiting for some sort of resolution - but she insisted it's not a tech issue. She said we just sent you an email with information regarding your "issue ticket", so I went to read it while I was on the phone with her and all it said was the typical "canned response" -- We hope your issue has been resolved by now. If not, here is a link to the Help Section that might help answer your questions.

So then I talked to the rep in the "shipping dept", and she told me the payment is still *processing* and that it is not considered a "tech issue" until 72 hours have passed. So in a few hours, my order will be at the 72 hour stage.

[RosemaryAbby]

I just finished chatting with an Etsy customer service rep.  He checked into it and said basically that the order doesn't exist and this happens from time to time, so I'm not receiving the payment or any further information from the order, and not to worry that it won't affect me at all.  Hope he's right.

[ChillwolfArt]

@RosemaryAbby   I'm glad it won't affect you and you were told not to worry about it.  But if happens from time to time, I've never seen it (since 2011).

[CharmedEnchantements]

It's affecting my stats because I'm showing an extras item that sold and the amount is added to my monthly intake plus, I paid a relisting fee for the item that supposedly sold. It seems like they are not going to do anything about it.

[ChillwolfArt]

@CharmedEnchantements  These items that show as "sold" but really are not...where does the item show within "Listings"?

Active, Inactive, Sold Out?

[RosemaryAbby]

Mine doesn't show the item was taken out of my inventory.  And the amount was not added to my finances.  Sounds like there may be more than one issue here.  My order is completely invisible.  

[ChillwolfArt]

@RosemaryAbby   So is your item still under Active in Listings?

[CharmedEnchantements]

I first looked at stats which had the sale with the dollar amount, but it wasn't in the order que.  I found an item in the sold-out column, so I renewed the item in order to put it back in my shop.

I am showing an extra item sold for this month and the number of sales includes the invisible order as if I actually sold the item.

Each day I am losing more confidence in Etsy because by reading this post it's obvious they have no clue what happened to many sellers on March 1 and doesn't seem at all interested in finding out what the problem is. I'm guessing it's happened to more than us but has been overlooked, especially if they have a high volume of sales. 

Whatever happened needs to be investigated, one day it may be in the 1000's. I think this will throw off Etsy's count too if they are showing sales that didn't happen, even though one rep said it didn't matter, it does matter.

Someone tried to place an order and for whatever reason it didn't process and go to the order que. But it showed in my shop as a sale and sold out, even though the dollar amount was not added to my deposit amount. 

[ChillwolfArt]

@CharmedEnchantements   You're right, it does matter.  And I don't know what's going on with all of these glitches.  As well as no Communication about them.

[DatedandAntiquated]

Same issue, but i have not spoken to anyone on Etsy's end. It is an issue because it messes with your total and shows money that you did not receive.I had to renew the listing so it could be purchased and now it shows it 2x's in sold listings.

[RosemaryAbby]

@ChillwolfArt 

Shoot,  now I'm not sure if it was taken out of inventory.  I just added more of the item.  But it is not in my finances or new orders.  This has never happened to me before.  I think it was added to my sale count on my shop page, too. 

I don't think we are going to get any assistance from "customer service."

[SilverandEarth]

"Each day I am losing more confidence in Etsy because by reading this post it's obvious they have no clue what happened to many sellers on March 1 and doesn't seem at all interested in finding out what the problem is."

I get the same feeling. They seem to have no interest in figuring out what the problem is --  especially since they told me there is no way for us to contact the tech team. I then asked her if SHE would contact them and she said she couldn't because they are in different building and department! So really ??? Etsy customer service (which I realize the reps on the phone are out-sourced and not at headquarters) has NO way to contact the tech team???!!! Give me a break! When I kept insisting it was a tech issue, that is when they said it isn't considered a tech issue until 72 hours have  passed. I told her sales could be lost over this, but it appears Etsy doesn't seem to care.

[DatedandAntiquated]

Same issue  here. I was able to figure out who attempted to buy it and reach out to her. I renewed the item so it would be active and she could purchase again. It now shows 2 x's in sold listings even though there was one item. It is an issue with Paypal and Etsy as that was how she attempted to pay. The first attempted sale needs to be removed as it does skew the numbers in the wrong direction. Has anybody had any luck getting this issue  resolved?

[RosemaryAbby]

How did you figure out who purchased?

[DatedandAntiquated]

I got lucky, somebody had favorited it shortly before it sold. So I reached out to see if she was the one who purchased it.

[hurdyburdyvintage]

Morning,I don’t suppose your buyer mentioned what things looked like from their end? I mean, did they think the original sale had gone through ok or did they know it hadn’t? Thanks, Bev 

[CookOnStrike]

@RosemaryAbby "the order doesn't exist and this happens from time to time"

No it doesn't. I wonder how they explain the fact that these "non existent" orders are being counted in shop stats, items are being removed from active inventory, and the non existent ghost money is included in the revenue total. 

Also, I have two sorts of the non existent orders: semi-existent and completely hidden. It's interesting that the buyer can see them all and can submit a "help request" for each order, so they do exist in some form.. 

Almost 48 hours later, no change here.

[RosemaryAbby]

It is not in my finance page.  I wish the buyer would contact me.

[CookOnStrike]

@RosemaryAbby Mine are not included on the Finances page either (thankfully, no visible fees for invisible orders!) but they are present on the Stats page and on the dashboard overview - both the order count and revenue. 

[FindsOfTimes]

Has anyone heard anything about resolutions yet? or has anyone's "payment processing" orders this week successfully been processed yet??

I'm in the same boat, I tried to read most replies, but didn't see any about a fix in the mix. #frustrated