The system refuses to accept my address

[TimoneArt]

Hi to all, 

I have a customer that is trying to buy since yesterday and she tell me that the system refuses to accept her address.

Do you know what could be the problem?

Thanks in advance for your time

[JMOldeVintage]

@TimoneArt  - The buyer will need to contact Etsy to find out what the problem is. There isn't anything you can do.

Off topic, but do read the following & review your shop's policies. They do not seem to be EU compliant & having the correct policies in place is very important, especially if a shop owner ever needs to use any of Etsy's seller protections:

https://www.etsy.com/legal/policy/selling-to-eu-buyers/239965962014?ref=list

[BagmakerSupply]

@TimoneArt  :  Perhaps address verification varies by country, but we receive quite a few orders where the address is inaccurate. But "refuses to accept" is a little vague - is she receiving any kind of error message?

[TimoneArt]

I have received orders mostly from the USA, without problem, this one is from the USA too. 

She only told me that and gave me her address. It is a real address, so I don't know what is the problem. 

[TimoneArt]

Thank you so much, I'll tell her. 

Oh, thanks for the warning, I thought my policies were correct,   I'll review them right now.

[TimoneArt]

Well, I have talked with her, and she has talked with Etsy support, and Etsy says that is my configuration. I have chatted with Etsy support and they don't find any problem on my side. 7 hours ago, Etsy have told me that they will consult with specialists and then they will contact me. At the moment nothing. I have no answers, a customer waiting, and I'm very frustrated. I don't know if is only for her or if no one can buy in my store. Sic, thanks anyway to all.

[JMOldeVintage · Accepted solution]

@TimoneArt  - Well actually "your configuration" is the tools that Etsy gives you to work with, lol. So for the buyer to say you have something set up incorrectly when it comes to cart check-out is not possible.

I was able to cart your items & could have checked out with either credit card or PayPal with no problems.

While the vast majority of buyers are honest people there is the small possibility that the buyer is "testing your generosity". I say this only because you mention that she has willingly supplied you her address.

Or, possibly the buyer is using an outdated Etsy App and running into problems.

[BagmakerSupply · Accepted solution]

@TimoneArt  :  @JMOldeVintage makes a very good point. If the appropriate postal service says it is a valid delivery address that makes it suspect. Every day we receive orders that have shipping addresses with some sort of error / inconsistency / missing apartment number, etc. And if I recall correctly there was a thread on this forum where a seller received an order with no street address. On US address Etsy does try to validate addresses against USPS initially but lets the buyer ignore the suggested *correct* address. They only thing you might have done "wrong" is an error in your shipping profile but you said Etsy checked and all was okay on your end. Losing a sale is always tough, but if there is a problem with a shipping address now one would have to wonder what other problems will crop up later (claims of non delivery, misdelivery, etc). It could be that Etsy is essentially refusing the order for other reasons.

[CanningCrafts · Accepted solution]

I've had buyers place orders with incomplete addresses (like, they left the entire street address off), so I'm not sure what would prevent a buyer from leaving a wrong address. I've never heard of Etsy rejecting an address. And there is nothing for you to "configure" as far as the shopping cart & shipping address goes.

Sometimes sellers can't buy shipping labels if an address is too long or has an odd character in the text. So if that isn't the issue, perhaps ask your buyer to clear their browser cache/cookies or try a different browser (or desktop if they are using a phone). If a buyer is using an old browser or app, that could be an issue too.

[AAANativeArts · Accepted solution]

Maybe she is trying to enter St when her address is really Street, or vice versa, or she left off an apartment number. I know I live on South Street Name, but it will only take it if I leave the South part off, although when people give directions in my town they always specify North or South. I live in a small town, so I guess the post office doesn't see a need for specifying which end of the street. It is usually some kind of abbreviation that shouldn't be abbreviated or vice versa.