Save and Share not applied to transaction

[KTBudDesigns]

I used the Save and Share link for a specific listing and sent directly to the buyer (was a custom order).  The link was used to make the purchase but the Save and Share was not credited to that purchase.  I did click the copy link in the item listing and the message did pop up confirming the save and share would be applied.

I've used save and share in the past and it has worked fine. I even did a second custom order for a new customer, did the same exact thing, and Save and Share applied to that transaction.

Has this happened to anyone else?  If so, did you contact Etsy and they helped resolve the issue? 

[CostumeCoutureNaomi]

If you send the link via Etsy messages, it does not work with the Share and Save program.

The link must come from an outside source, such as a FB or IG message or post.

If your customer contacted you via Etsy messages before you sent the link, it also will not work with Share and Save.  The first contact must come from the link outside of Etsy 

[KTBudDesigns]

Thank you for the input.  I sent the link via text message (phone) as I know the person personally.  I did this for a second person (send via text message on their phone as I also know them personally) and the save and share was applied to her purchase.  I did a quick look at the Save and Share rules and didn't see off hand that it doesn't apply to custom orders but maybe it's more in how I sent the link - just weird it was a different experience for the same exact process followed.

[NanaLetha]

Share and save does not work like that. The buyer must click on the social media link 

[GlassyFields]

I think that Save and Share only works if the buyer is new to Etsy.

I've had it applied a handful of times and all the messages were on Etsy. I got custom requests via Etsy messages and sent the link to the custom listing via Etsy. I saw the Save and Share credit after they purchased.

I don't have any way of knowing if the request was from an existing Etsy customer or someone new.

[BagmakerSupply]

@GlassyFields: Share and Save will work for any account of any age - the key is that the link must be clicked on OFF of Etsy - so, for example, the link in an Etsy Message will not count. Also, Share and Save leaves an identifier cookie so the purchase must be made on the same device.  And the same incognito browser session if that is applicable. Also, it must be the "last" link clicked when comparing to off site ads, etc. https://www.etsy.com/seller-handbook/article/1187231088945

[Adorabilities]

As others have said, the link has to be clicked off of Etsy to count. Also, if the customer clicks on a offsite ad after clicking your share and save link, you will not get the fee refund. 

[audreytherese]

I recommend reading all the fine print. 

As already noted, if someone reached out to you and you created a custom order link and sent through Etsy messages, it won't work. 

https://www.etsy.com/seller-handbook/article/1187231088945

• You only get refunded for traffic you drive from other places to Etsy. While Etsy messages and listing descriptions are still great ways to share details about your items with buyers, you can’t save on fees by sharing your trackable link in those places.
• Share & Save eligibility per order is determined off of a buyer’s last click prior to purchasing. If a buyer’s last click before visiting your shop was on an Offsite Ad, that order won’t be eligible for Share & Save and the Offsite Ads fee will apply.

[GlassyFields]

I don't use social media to promote my Etsy store. I barely use social media at all.

I've gotten requests for custom orders in my Etsy messages and I've created custom listings for those orders and provided the link via Etsy messages and Save and Share was applied to the order.

Perhaps the buyers discovered my store via Google Ads.

[audreytherese]

Since they specifically say it's not supposed to applied to those scenarios it sounds more like a glitch, we know those are not unheard of around here, just for once it was in a seller's favor. 

[KTBudDesigns]

It's all very strange!  I've had it applied when links were shared on social media and also when I've texted it directly to a person (via text message on phone, not through Etsy messages).  Just interesting that I replicated the exact process a second time (sent a link directly via text message) and it was applied to their purchase.  Either Etsy is not catching this correctly or there was something the person on the first order did differently than the first.  She is an experienced Etsy shopper, though, so don't think that was the issue.  

Appreciate everyone's input.  If anyone knows how to directly connect with Etsy support, please let me know!  I'm a new seller and trying to find this in the handbook has proven a bit difficult.