Shipping charge apparently not showing to US customers during checkout

[WealdStore]

Hi everyone, 

I am a UK seller. I'm curious to know whether any other sellers here are experiencing an issue with US buyers reporting that they did not see / were not shown shipping charges during checkout. 

I have now had several examples of US customers asking to cancel their order because the shipping charges were 'unexpected'. I know we all occasionally have someone who places an order and then changes their mind and asks to cancel... but I don't think that is what's happening here. 

Since May, I have had several buyers contact me with:

"didn't realize how much the shipping charges would be..."

"I had no idea that shipping was from UK was so expensive."

"I honestly don't remember because I only noticed it after the purchase. I didn't even think to look because I didn't think it would be so much."

"Sorry I didn’t realize how much shipping would cost! It’s a beautiful piece but I can’t afford that much right now."

"Sorry, I need to cancel this order. I didn’t realize that shipping would be so expensive ."

and also a review came in a couple of days ago:

"Beautiful product but would have reconsidered had I seen how much shipping was"

I am currently going back and forth with Etsy support regarding this issue. I have had them test from their side by changing their location to US and trying to checkout an item from my shop. They say the shipping charges are showing as expected. I myself have tested this using my second Etsy account (until recently I had 2 shops) by changing my location to the US and the shipping charges are showing for me at all points during the ordering process, from listing through to checkout.

However I can't shake the idea that perhaps there is a glitch somewhere on the US Etsy website which is preventing shipping charges from showing correctly (or perhaps defaulting to domestic shipping prices). It’s odd that I suddenly have multiple US customers giving me a variation of "sorry, I didn't know how much this was going to cost". This was not a thing a couple of months ago.

Is anyone else experiencing this at all?

Thanks so much!

Charmaine

[NanaLetha]

I can see your shipping charges when I look at a listing and also when I add to my cart.

[funkydreamsmosaics]

Did that issue on the app ever get fixed? There was a time where when you added an item to your cart on the app, the shipping showed as zero. (Not "needs to be calculated" but ZERO.) The actual shipping amount didn't get shown until you were paying, making it easier to miss.

[vintageNCtreasures]

I see shipping cost on the listings and also in my cart.
Almost $28 to ship a mug to me in NC. 

[HazelsSewingSupplies]

@26.87 for a soap dish....also in NC

[dayspringcollectible]

That doesn't sound like a display issue to me.  That sounds like typical buyers who don't look at the total charges and just assume shipping is cheap.  You'd be surprised how many customers think that.  Most customers have no idea what real shipping costs are.  They think any letter can be sent for a buck or less, and any package for $3 or $4.  Then, after they order they actually look at the invoice and see what shipping really is, and balk at committing to their purchase.

[bradgoodell]

My favorite:  I quoted shipping on two mugs to Canada.  The weight went over 4 lbs, so shipping was Priority and expensive.  The buyer kept arguing with me saying I was wrong.  I double-checked rates for USPS, UPS, FedEx, and gave them the quote.  They still insisted I was wrong, and suggested I send them in a: 

Priority Small Flat Rate Box

Which is 1 inch in height.  About the size of a VHS tape, for those who remember what those are.  For two mugs.  

If I took a hammer to them, maybe they would fit.  Still I doubt it.

Completely bonkers.  She never stopped insisting I was wrong about the cost.  

[ChestnuttVintage]

Yes I have had this, but I can't believe that you are able to check out without seeing total cost.  I do think that Etsy doesn't always make it clear WHERE an item is as I also have US customers who are surprised that it takes a little longer to get to them from the UK.

[ChestnuttVintage]

I do think that Etsy needs to give us another option when cancelling.  We have "buyer and seller agree to cancel transaction" but that doesn't really cover it, I think we also need "buyer asked to cancel" as that first one suggests that it could have been our idea.

[ArtDollsbyJD]

@ChestnuttVintage   The wording is fine since a seller has to agree to the cancelation of the order

[bradgoodell]

I'm in the US.  I just checked your shop.  Your shipping cost of $27.94 shows on the listing, and again at checkout.  Clear as day, no extra clicks needed.  

Someone would have to be completely inattentive to miss it.  Do they just randomly click "Buy Now" without looking?  

[ArtDollsbyJD]

I looked at shipping and well it seemed very high to me.  Are you sure your buyers are not inquiring about the actual shipping cost? 

[MinnieMaudsAttic]

@ArtDollsbyJD   The US is now the most expensive part of the world to send something from the UK (it always used to be Australia & New Zealand). Tracking (which was never a normal thing here until recently) adds considerably to the cost.

[WealdStore]

Thanks so much for your replies everyone. It's reassuring that so many of you are saying that shipping charges are visible, this is what I am seeing too through my own testing. 

It's wild that so many US customers have contacted me recently regarding the shipping costs. It is a very recent thing, since May I would say. Before that, nothing. My shipping costs haven't changed. 

It could simply be that it is a higher cost than they were expecting. It is expensive to ship to the US from the UK. Maybe buyers don't realise this, because they are so used to receiving free or subsidised shipping elsewhere. I do send everything tracked, which does add to the cost but I would rather do this in case of loss. I often have buyers requesting delivery updates once shipped (even though I link the tracking info with each order), so I don't think not-tracked is an option for me. As an aside, often customers don't realise that if you add one or two extra things, it doesn't really impact the shipping cost. It's that initial cost that is 'high'.

My delivery costs cover the tracked shipping charge (insured against loss), packaging materials and fees Etsy applies to the shipping costs, which currently includes 6.5% transaction fee, 0.35% regulatory operating fee, 4% + 20 cents processing fee). To be honest, I may well be losing money on shipping once all of those fees come off. Time to spot check those shipping costs again!

@funkydreamsmosaics - I'm not sure. TBH I only became aware of that and other Etsy glitches when I started hunting around on the forums to see if anyone had encountered my specific issue with US buyers. 

@bradgoodell - wow, bonkers indeed.

ArtDollsbyJD - it's a tough one to balance isn't it. I'm trying to cover my costs so I can't really get it there any cheaper, without compromising on insurance or tracking, which probably isn't wise in my case.

Thanks again everyone, help much appreciated!