Why has Etsy not informed anyone of the Order #%2$s Bug?

[dartifactoryretro]

Last week I discovered one of my sales was affected by the Order #%2$s bug, which processes a sale on the buyers end, but does not show up in open orders, nor is it even accessible to view. 

Reading through the forums it looks like quite a few sellers have been affected by it, and yet, nothing from Etsy, at all.

I reported the issue last Thursday and it still is not fixed, I still do not have access to the order info for the sale.

Fortunately the customer reached out to me (which was how I found out), and I was able to get her to verify and send me screenshots of the order.  The email she sent, was not connected to the listing, and the system had a notification that it was the buyer's first contact with me.  At first I thought it was a scam... but it wasn't.

It is bananas to me that Etsy wouldn't be informing buyers and sellers of this bug, and that there is no apparent fix, and that they haven't told anyone what has happened.  Makes me think they aren't saying anything because it is very widespread, and that it could cause their stock to tank even more... 

I imagine there are MANY sellers out there who don't even know it has affected them, and won't until they here from angry customers... 

[Spellbinderie]

So you mean you received money in your account but there's no order number for that money either?
How do you know this isn't a scam?  I'd be very wary. A screenshot of an order is not proof.  Etsy may have canceled the sale as fraudulent shortly after processing it or the customer has faked the order.  In any case, I wouldn't send anything until verifying with Etsy.

[Spellbinderie]

Ah ok so I just read another thread about this. From what others are saying, it seems possible that these orders weren't properly processed even if the buyer has been charged.  Which could mean that the payment will be reversed eventually. What a mess. Sorry you're experiencing this.

[Spellbinderie]

@dartifactoryretro 

I did NOT imply that you are an idiot.

I said I was sorry you were experiencing this issue  of orders not being properly processed.  Which is exactly what is going on, according to the message you just received.   

[dartifactoryretro]

See threads 

https://community.etsy.com/t5/Technical-Issues/New-order-not-showing-up-on-Order-page/m-p/142629787#...

https://community.etsy.com/t5/Technical-Issues/Phantom-Order-and-Overdue-Shipping-Issue/m-p/14258998... 

[PillowDetails]

I would like to suggest (as others have in the previous threads) - to go off the transaction email - all the info should be there, and you'd need to buy the label off Etsy.  Is there a way to mark the order Complete and enter tracking, or nah?

BUT - I only get a fraction of the emails from Etsy that I am supposed to be getting, so if this happens to me, I am S.O.L. !!

[DigiHandmadeDesigns]

It just happened to me this morning with a repeat customer. The funds are in my payment account and I have the email with her order details. I can easily go ahead and ship her order at the post office, however, I worry that Etsy may refund the order from my account if they get it all sorted out since there is no way for me to mark it as shipped. I asked them and they said to hold off until Etsy has the issue resolved. Hopefully, they get it fixed soon! The fact that it has been happening for over a week is very concerning. 

[dartifactoryretro]

@DigiHandmadeDesigns It's been happening for a few weeks now, mine was June 23rd, and others have reported it before that.  If sellers missed it, they are probably just now starting to get emails from customers. 

I think its funny that Etsy customer support told you something different than they told me... they told me to go ahead and ship the order. 

I still can't access the order though and it's now showing as overdue on my browser, but no trace of it in the Seller App.

[DigiHandmadeDesigns]

@dartifactoryretro I contacted Etsy again and they could not find her order in their systems. As I have already been fully paid through Etsy payments for her order I decided to go ahead and ship. She is a repeat customer and I had all of the order info from the email notification. Hopefully once Etsy figures out what happened they don't refund the order from my account as I did ship it in time. The only thing they told me was not to ship until they can figure out what happened and if she contacted me about why her order hasn't shipped to send her to the Etsy help page as if that would help her in any way. I mean geez if they can not locate an order that my customer has placed and been fully charged for how is my customer going to the Etsy help page going to do anything? Uggg this is such a mess.  Etsy needs to contact the affected customers and offer them an Etsy credit so they can repurchase. Waiting for customers to contact sellers when an order is weeks overdue to ship makes the sellers look like scammers. As far as the customers are aware their card has been charged and they have an order number and confirmation email.  This is very frustrating all around! Hopefully, they fix it soon. 

[dartifactoryretro]

is @ampersay the Etsy moderator on this forum?  Perhaps she can shed some light?

[TBQSC]

I’m so sorry to hear this is happening … sure hope Etsy gets this fiasco fixed soon for everyone affected.  Sure seems like it’s going to create multiple Star Seller failures and multiple financial woes for both buyers and sellers!

[dartifactoryretro]

So having read through a couple of other threads, it looks like this issue is related to people who used Klarna to make a purchase.  I confirmed with my customer that they did, indeed, use Klarna to pay for their purchase.  So while they have finally figured out what is causing it... no official updates or notifications about it, except for a buried reply on another thread.  

[LululilyPrintables]

I received the same email for an order on Jul 14, not sure if it was via Klarna, Certainly strange though I could find nothing to say it had come from my customer who I had replied to within a few hours of the sale. Even so the email said it was first contact so I marked as spam so I do not get dinged for not responding.

[LululilyPrintables]

BTW This was for a printable item that had been downloaded by the customer and we had both already emailed about!!

[dartifactoryretro]

@LululilyPrintables Yes! When my customer reached out it also said first time contacting and at first I did mark it as spam until I realized what was happening.  This is why Etsy really should be letting sellers know what the deal is... 

[dartifactoryretro · Accepted solution]

So I finally received a generic email from Etsy on Friday regarding the issue... but still with no resolution or indication that it is fixed, or will be fixed.

This was the message:

[This content was removed by moderation - Please refer to our Community Policies]

Does this mean that they are refunding buyers *and* letting sellers keep the sale money? And has the bug been fixed with Klarna? And if it hasn't then why are they still letting buyers use Klarna?

Also, another seller reached out to me telling me that their impacted customer was told by Etsy and Klarna to reach out to the seller for resolution... and seeing new forum threads pop up with sellers who it looks like this is happening with, so still not sure what is going on.   

[PrevntProducts]

Bumping this thread to see if anyone can help getting this issue resolved. Had multiple tickets closed after getting no response about it. Thanks in advance