Technical Issue - Domestic V International pricing

[PaisleyHoneyCo]

Hello, we are based in the UK - we our blessed with US customers often. Recently we have run in to a technical issue. We have set the international pricing on our products to reflect the additional £10 which it costs to post item overseas. Customer overseas have (inconsistently) been seeing our domestic prices and checking out on that basis. This has resulted in our needing to cancel customer orders. It seems suspicious to reach out to a customer and ask them for additional money to cover the costs - especially if this is their first experience with Etsy or our shop. 

The net impact has been we have canceled some orders and we have absorbed the cost on a few higher value orders. But its hard and its hitting our bottom line at a really important part of the year. 

I have worked through the various solutions, reported this to Esty a couple of times but been told that it is a known technical issue which will only be prioritised if its more of an issue with others. 

I've asked customers if they are using a VPN or somehow masking their location but they assure me they are not and it feels impolite to grill them further in an accusatory manner. 

[CappuccinoLace]

It's been reported on the forums regularly since the new listing format was introduced, I don't get why etsy won't fix it.

[BlueLilyCrafts]

Sorry to hear this has happened to you too. We have a thread going here: https://community.etsy.com/t5/Technical-Issues/International-Buyers-Paying-Domestic-Prices/m-p/14377... . We all have to keep contacting Etsy about it, a seller has managed to get Etsy to credit their account with the money they lost so we just have to keep trying.

[HistoryReunitedStore]

Hi I have had the same issue in my new shop and have shipped an item at the UK price which is very frustrating, I informed Etsy chat last night and they have said the same about an engineer contacting me but I am now trying to work out how to ensure this doesn't happen again

[BlueLilyCrafts]

@HistoryReunitedStore  Unfortunately a lot of us have had to stop using the domestic/international pricing feature completely. A lot of people have found that the issue could be linked to using the new listing forms and have reverted to using the old one but others have found that it hasn't worked for preventing it either.  

[DaysofYoreTreasures · Accepted solution]

Here is a recent thread where the OP said "regarding the listing prices, it is a technical issue that our engineers are investigating, at the moment the workaround to solve it is to edit the listings in the old listing page version.
This was the Etsy Support's answer."
https://community.etsy.com/t5/All-Things-Finance/Wrong-Pricing/m-p/143770497/highlight/true#M331668

[PaisleyHoneyCo]

Thank you all very much - I am sorry to have duplicated previous calls for help. Its nice to know that we are not alone in this. 

[HistoryReunitedStore]

Hello. I have a very small shop only a handful of sales so far-and this happened to me yesterday- I have been told by etsy support that the engineers will email me in the next few days but I am unsure what prices overseas customers are seeing. (I have an additional £10 for over seas as well) my listing price was clear but clicking into inventory the price was wrong. I wasn't sure whether to cancel the order but decided to send it anyway (at no profit). I can't get etsy support to answer chats today.. I may have to add a clause to all of my listings about this as I am not sure if it might happen again. (or perhaps I need to have a flat price and change the delivery price from free to £15 for P+P to the US? have you resolved it?

[WaytogrowByDiva]

Even I have been facing issues since three months and is happening often .I have suffered lossess due to this  and etsy support ha just one answer that they are working on the issue .I don't understand what to do