Vanished purchase

[Ilseax]

A customer notified me that they purchased one of my digital listings (with a screenshot of the receipt), but they didn’t get an email’s notice, thus they can’t access the file. It’s also not in their purchases but the money was removed from their bank. I didn’t get an order placement either. Any advise?

[JMOldeVintage]

If you do not have an order from them then for some reason the order failed. Since you do not have access to their payment methods they will need to contact Etsy.

Do note, it is quite easy to fake an order/screenshot. Not saying this particular buyer did this, but always go by your shop manager - what it shows for orders. 

[CryzalisDesigns · Accepted solution]

The payment could also show on their statement as reserved and when the order failed it will be released back on their balance in a day or so

[PillowDetails]

@Ilseax  Was the screenshot from Etsy?  Or from their Paypal or other payment method?  Sometimes you get diverted to Paypal to sign in and approve the purchase, but then you need to return to Etsy to finalize the sale.  It's easy to miss that final step. If they purchased on Etsy, and the sale went through, you would see it on your end, and it would show in their Purchases page, even if they didn't get an email - and they will see a button to download a digital item right there on that page.

[Ilseax]

yes, the screenshot was from Etsy: showing the order, even with a number I can't find, and their paid amount/payment method (not paypal, I'm afraid.) The order isn't showing up in their purchases page I do assume there was an error before/during/after payment, but it's a struggle figuring out what happened! Thanks for the suggestions

[CoquetteBath]

if you can't find a payment, then they didn't buy.

Have them take it up with Etsy or their payment processor.

You can say 'I didn't receive any payment from you for this purchase. That's why you didn't get the download ability. If you believe you've paid, then you'll  need to get with your payment processor to check. Possibly a step was missed (happens at times). My apologies, but I cannot see what hasn't been completed (ie, I'm paid) and I have no access to your method of payment either. That's for your protection. Once I see your order, you'll be able to download. Thanks for considering my shop."

JMO.

[CryzalisDesigns]

When an order fails it could still show up on your statement which is then followed by a credit, you should never take a copy of a statement as proof for that reason in addition statements are easily edited.

This happened for a large purchase at Comic Con one year, the person who had a stand next to me also a very good friend had a very large purchase, her machine kept showing a fault for their card, so gave her my machine and it done the same.

In the end the customer walked away only to return half an hour later showing my friend his phone with a statement showing the payment, she checked her machine and logs but all it showed was failed and no sale but the customer was insistent that the payment came off his account and as they seemed totally credible she packaged the item and gave it to them thinking it may be the bank or payment provider glitch and it would turn up in a few hours.

The next morning she still did not have the payment, contacted the provider who explained they could see the payment had failed several times but could show up on their statement for up to 2 hrs of course the customer never returned so she lost the money and expensive product.

[Ilseax]

Thank you for the advice. This is indeed what ended up happening (the payment failing on their end, came back in a few days). Things worked out, but it was a tough call since I sell relatively small digital products that I wouldn’t have minded sharing regardless, but also not wanting this to happen again / repeatedly! Same as your example I suppose :’)

I’ll make sure to remember this for any future instances. Thanks again!