Why do my orders keep disappearing?

[KHcreations817]

I have been noticing all day that when customers order a product, the order disappears when the page refreshes. Today, I should have had seven or eight orders. Is anyone else having this issue? I've contacted customer support, and they have no clue why it is happening. They don't even see that anyone placed an order. After noticing it the first time, I started taking screenshots before they disappeared, so I had proof and wasn't thinking I was mistaken.

[TheVintagePineapple]

Those disappearing orders are not real sales, they're scam attempts.  Unfortunately, new sellers have been targeted for a few years now.

Be aware that you might receive messages that are also scams.  They'll tell you that they're having problems ordering and they need your email and banking/cc info.  No need to respond, just click 'report' so they go into your spam folder.  Do not click on any links in those messages either.  When in doubt, ask about them in the forums.

[CryzalisMasksUK]

These are scammers. They order so that it appears (whilst processing) but enter incorrect payment details so they know the sale will not complete, once the payment fails, the order is removed. That is why you are not seeing the actual order details from the customer in your orders page.

They are hoping that once you see a sale appear, you will fall for the "payment not processing" scam message via messenger, and hope you click on the link and provide your payment details.

All real orders will appear in the "orders" section of your dashboard.

Never provide any personal or financial details via messenger, nor download any images sent to you or click on any links.

[CarpetCollectionAU]

7 or 8 orders in one day for a Shop with no previous history is a huge indication that your Shop is newly opened and that you may not be the most experienced on-line Seller. Hence, scammers will target you. 

In the past there have been many different variations of these scams but, recently, the scammers seem to be actually placing Orders (with false CC?) which Etsy is filtering out.

[ButterflyFeetDigital]

Things to read:

https://community.etsy.com/t5/Announcements/Protect-Your-Account-From-Scammers/m-p/143158945#M1882

https://community.etsy.com/t5/Managing-Your-Shop/How-to-Spot-a-Scam-No-a-Buyer-Doesn-t-Need-Your-Ema...

https://community.etsy.com/t5/Announcements/New-From-Etsy-section-in-Messages/m-p/143722497#M1899

https://help.etsy.com/hc/en-us/articles/360000343128-How-to-Handle-Spam-and-Suspicious-Messages

If you receive an actual order, you will see it in your "Orders and Shipping" section and you will receive an email from Etsy notifying you that you have a sale, and there will be a notification in your dashboard as well.

[mommawhazelsquilts]

Few established shops get 7 or 8 sales in a day.  For a new shop to get 7 or 8 a day would be way more than amazing.

New shops get tested just because they are new and vulnerable to scams.  Be glad those "sales" are disappearing because they aren't really "sales" - they are attempts to get your banking information and then rob you.

When you finally get a sale, you will know it.  You will have a 1 in your little house, you will have money in your Shop Payment Account and where it now sales 0 sales, it will show a 1.

New shops can literally go weeks (sometimes months) before they get a legitimate sale.

Don't go chasin' those sales - they aren't real.

[ModAngie · Accepted solution]

Hello,

Etsy is actively engaged in preventing scammers from targeting our community members. If you receive a suspicious message, please proceed with caution. Etsy Support will never ask you to provide personal information via Etsy Messages, such as your email address or password. Any legitimate message from us will show in your "From Etsy" folder.

If you receive a suspicious message, here’s how to report it:

1. Sign in to Etsy.com and go to Your Account.
2. Go to Messages. 
3. Select the suspicious message from your inbox. 
4. Choose Report.

You’ll find examples of common scammer techniques and phishing messages here in our Help Center. Read our Account Security Checklist in the Seller Handbook for more steps you can take to protect your account.

[Littleelibrary]

Does my client can contact me thought my Gmail?

[HazelsSewingSupplies]

@Littleelibrary  Do not click on any links in email.

Until you have a sale, you have no clients - these so-called clients are scammera wanting to relieve you of your bank account or max out your credit card.

[Littleelibrary]

I am facing the same problem. Do you know what is the solution? Does Etsy know about this?

[CatsWhiskersCurios]

Read the answers above. Etsy does know because they are removing these scam purchases. Be thankful that Etsy is taking action before you get scammed.

[Macratella]

I contacted etsy support-they just said that someone placed an order, payment didnt go through so they cancel it.

I had order in dashboard and revenue on homepage up but-no total sales up and no open order in order section., so no customer data.

I assume also add to carts info which suddenly appeared lately are not genuine.

[TrinketDrawersUK]

Surely Etsy should code this correctly so that 'pending' orders don't appear, if done correctly only confirmed orders would show and there wouldn't be endless confusion and forum posts. 

[PerlesMajoe]

Bonjour,

Et bien j'ai le même problème depuis une semaine, une première commande le 2 juillet, et aujourd'hui une deuxième et je peux vous dire que ce n'est pas un arnaqueur mais un client fidèle qui n'a jamais créer de compte sur Etsy et commande toujours en tant qu'invité . Donc gros bug sur etsy pour ma part..

[TrinketDrawersUK]

@PerlesMajoe That's really worrying, make you wonder just how many genuine sales are being blocked. 

[HazelsSewingSupplies]

@TrinketDrawersUK   Ask yourself "why would Etsy block genuine sales?"

The answer is that "they wouldn't".

Etsy is not a "list it and it sells" venue.  Of course there are a lot of posts about this...there are hundreds of new sellers coming on daily and the scammers are just sitting there waiting for them and dozens (if not hundreds) of new shops have been bilked of their bank accounts and credit cards because they believe they have a sale and they think they have to prove they have "enough money in their account" to accept payments.

The methods that the scammers use varies as time goes by.  By the time one method doesn't work, they have a new one ready to step in and relieve new sellers of their money.

Trust me, Etsy does not block legitimate sales.  For a new shop to think that they are getting multiple sales as soon as they open is a pipe dream and new sellers are susceptible to scammers.

[PerlesMajoe]

Alors etsy vient de me répondre que c'est du a un problème technique et il me propose d'annuler les commandes que je ne voit pas .. C'est top ! alors a quoi bon vendre et garder la boutique sur Etsy. Comme ca j'annule et je perds tous mes clients et futurs clients donc oui le mieux c'est de fermer boutique... quelle réponse vraiment c'est super. 

[TrinketDrawersUK]

@HazelsSewingSupplies I'm absolutely certain they wouldn't do it on purpose, but that doesn't rule out technical issues in payment processing. 

[HazelsSewingSupplies]

@TrinketDrawersUK 

Again, ask yourself - "Why would this happen (only/mostly) to new sellers?" 

Technical glitches happen to "all" sellers - not just new ones.

Trust Etsy - you are being targeted because you are new and vulnerable and these scammers are smart - they know had badly sellers want that first sale and they take advantage of it.

Believe what you want, but don't listen to me - listen to common sense...new sellers don't get sales on the first day of opening...just doesn't work that way.  It takes a while for new shops to even get indexed...

Good luck...when you get a "genuine" sale, you will know it.  Until then, guard your information with your life.

[TrinketDrawersUK]

@HazelsSewingSupplies I'm not the one being targeted, nor a new shop. I'm just pointing out that it's not just new shops and that there may be be a technical issue, there have been numerous similar bugs with payment processing in the past affecting established shops. 

[ZehOriginalArt]

@HazelsSewingSupplies 

PerlesMajoe is not a new shop? Over 55,000 sales would not be new. I'd think they know the difference between a scammer and a customer. It appears to be happening to more than new shops unfortunately.

[PerlesMajoe]

Alors etsy vient de me confirmer un problème technique concernant le tableau de bord du gestionnaire de boutique qui affiche un nombre incorrect de commande en attente... et leurs partenaires ingénieurs sont actuellement informés. ..

[SideHustlerNation]

I have gotten a few of those too. Just report and move on.