Technical problem with Free Shipping over $35?

[AmazingVintageJewlry]

My shop has the Free Shipping guarantee set up for orders $35 and up - I just verified that in my settings.  However on the order I just received for $64, the customer was charged $6.60 for shipping.  Is there a technical glitch with the free shipping guarantee?

[Adorabilities]

Did they upgrade shipping methods, by any chance?
I do see the FSG in your shop, so it should be working.
I had this happen once, and I refunded the buyer for the shipping that they paid. I contacted Etsy about it, they also found it was charged in error, and refunded me.

[WitticismsRus]

@AmazingVintageJewlry 

I think @Adorabilities is correct about the shipping upgrades. I just added 2 items to my cart totaling over the $35 threshold and it showed free usps first class shipping BUT it also showed shipping upgrades - Priority mail upgrade for $12.55 and Priority mail express upgrade for $51.65. Check the order details and see if the buyer selected a shipping upgrade.

[CappuccinoLace]

And if they didn't use an upgrade - it can happen if they use an outdated version of the app, where the FSG doesn't exist.

[ArtDollsbyJD]

Did they use an upgrade?  That would be my guess is they want it sent Priority instead of First Class package.

Or an older version of the app?

Or did they have the items in their cart before you switched over?  If they did, it is possible the system did not ask them to review as shipping had changed.  It's supposed to but sometimes it doesn't.

[AmazingVintageJewlry]

Thanks everyone!  The customer chose First Class shipping.  I have had the FSG since it started - haven't changed anything and it is still showing up in my settings as being on.  I do plan to refund the customer for shipping - the customer had contacted me to ask for free shipping and I told him that he would automatically receive free shipping at checkout if his order was over $35... hopefully he won't leave a bad review because it did not work that way... 

[Adorabilities]

As long as you've refunded him, he shouldn't feel the need to write a bad review about that.

You should contact Etsy to ask what happened, though. They will refund you if it's a glitch. 

[DarnDaisies]

I've never seen that happen.   Are you sure?    The way ETSY notates the shopping cost, then subtracts on the receipt has confused me a few times before.

[AmazingVintageJewlry]

The order definitely has $6.60 First Class shipping charged - it was not refunded.  All of my previous orders over $35 have received free shipping.  I contacted Etsy support via chat - was on the chat for 75 minutes.

First I was told that my shop does not offer a free shipping guarantee.  It does.

Then he said that because the customer chose First Class shipping, it required payment.  It does not - only Priority and Express require a payment for the upgrade.

Then the Free Shipping Guarantee did not apply because I was using Etsy Calculated shipping instead of fixed price shipping.  Wrong - the Free Shipping Guarantee overrides all shipping charges except upgrades.

He determined that one item in the order did not receive free shipping.  The fixed shipping cost of that item is $5 but Etsy charged the customer $6.60. 

Then it was suggested that the Free Shipping Guarantee did not apply because the customer bought multiple items.

And it also may have been because of conversion rates.  Free doesn't convert to $6.60.  Finally he consented to escalate the issue to the technical team after I asked twice.  

Very frustrating but I am proud to say I kept my cool and was nice and polite thru the whole chat...but sheesh!!