buyer being charged really low, wrong shipping fee

[KnotOriginal]

i just had an order come in, weighing 8.5oz and the buyer chose priority. they were only charged $1.31 by etsy. i can't possibly mail for that without losing out $$. is this an etsy bug happening site wide? the mistake was definitely etsy's as my shipping rates have not changed or been problematic before.

[Adorabilities]

There is another poster with the same problem -- same exact amount.

https://community.etsy.com/t5/Managing-Your-Shop/Etsy-Insider-Shipping/m-p/147533649#M1780194

[KnotOriginal]

@Adorabilities thanks for the link. i guess i should be relieved it's not just me.

[GroundZeroCreations]

@KnotOriginal There is another thread about it here
https://community.etsy.com/t5/All-About-Shipping/BEWARE-bug-giving-customers-cheap-Priority-mail-shi...

[RoseforU]

Yes, this happened to me as well, and I had to refund the customer.

[hopeandjoystudios]

fabulous.

[hopeandjoystudios]

Since it is Etsy's error are they going to cover the difference or do they expect you to cancel the order? And when will it be fixed?

[KnotOriginal]

@hopeandjoystudios i was told that if my customer doesn't want to pay for the correct amount to cancel the order. i'm shocked that i'm expected to ask my customer for more money to cover shipping when this was etsy's mistake. 

[CryzalisMasksUK]

It is illegal in most countries to ask the customer to pay additional cost for postage after the purchase.

If it is a glitch with the system, then those running it are responsible to either fix it or pay the difference.

Cancelling orders should never be the 1st solution given. Some of these customers may be new customers and would think twice before returning.

[MrsRhinoDesigns]

i hope they cover it, but for now i turn off priority shipping, and i will ship them ground and take the $2 lost.

[KnotOriginal]

@RoseforU did you contact etsy support? my helper told me to cancel and refund and they'll escalate my issue up the chain. apparently they are aware this is a bug happening to others.

[DecorativeSewingPins]

I saw this early this morning on an order to Colorado. I had a "chat" with Etsy and was told that they would look into it. I've been checking the forums to see if It's a known issue. I've narrowed it down to zip codes starting with an "8" but not all. Thus far I've narrowed it to AZ, CO, WY, and NM ship to addresses. I wonder if it has to do with the postal rates being updated as of 1-19-25.  It's giving $1.31 Priority shipping to the customer. One refund to a customer thus far. Ugh!

[KnotOriginal]

@DecorativeSewingPins mine is in kansas. the seller who started the other thread said their customer is a part of etsy's trial run for their version of amazon prime shipping.

[DecorativeSewingPins]

What's the zip code to ship to and I'll check to see if it shows up at the $1.31 rate.

[KnotOriginal]

@DecorativeSewingPins zip is 66213

[DecorativeSewingPins]

So much for my theory on it being zip codes beginning with an "8" lol! I input the 66213 on my "preview shipping cost" and it showed up $5.70 for a 1 oz item which would be accurate for me. I entered random state zip codes starting with "8" into my shipping profiles and that's how I came up with those four states. Etsy doesn't pay me enough to figure out their glitches so hopefully they have someone looking into this "glitch" quickly. Sigh...

[DragoninKnots]

@DecorativeSewingPins 

I'm seeing $1.31 shipping in your shop, as the default, not even an upgrade. I have an 8 zipcode.

Shipping looks normal in KnotOriginal's shop. Maybe the zone has something to do with it.

[KnotOriginal]

@DecorativeSewingPins i just got my second $1.31 priority ship order today, this one to alaska. this was for a single $5 that item that i can't imagine they chose priority. both of mine were repeat customers and both "chose" priority. those are the only 2 commonalities i can see.

[Adorabilities]

@KnotOriginal 

Etsy uses the wording "buyer requested priority" when Etsy themselves decide that the item has to be shipped Priority because it's over 16 oz. It's Etsy that made the decision, not the buyer. (It shouldn't even be happening because Ground Advantage can be more than 16 oz., but that's beside the point.)

I know that's not the case with your order, but "buyer selected" doesn't necessarily mean that the buyer selected anything.

[DecorativeSewingPins]

What a pain..ugh! It's definitely an Etsy shipping glitch. The commonality is the $1.31 cost and the Priority Ship method. I've gotten other orders today but only the one to CO had the issue. I explained the situation to the customer and she was understanding. I then issued the refund. It didn't matter which item she ordered from my Shop. It was all the same wrong shipping calculation. Mine was not a repeat customer. Doesn't make for a great first impression.

[BagmakerSupply]

@Adorabilities: "... It shouldn't even be happening because Ground Advantage can be more than 16 oz ..." I believe that you need to have Parcel Post enabled in the shipping profile for the over 15.99 ounce packages to be Ground Advantage eligible.

[MrsRhinoDesigns]

looks like they chose the lowest pricing when given options. I turn off my priority shipping for the time being and just shipping those order ground a take the $2 loss.    I don't think those customers cared for priority just clicked the cheapest shipping option.

[KnotOriginal]

@Adorabilities i'm aware of etsy's wording of "buyer requested priority". i think etsy is somehow choosing priority for my customers and that's part of the bug. i got confirmation from one of my buggy orders that they did not choose priority for their 3oz package.

[TwoKingsCraftCo]

I just had the same thing happen today! I got curious and double-checked my shipping settings, which appear to be in order. I got curious and attempted to have my husband order items with a CA zip code (that's where this order was going to) and he was given 2 shipping options: Priority for $1.31 & $5.72 for Ground Advantage. (I can see why Priority was chosen!) I went back into my shop manager and went into a listing to double-check the shipping and in the "Preview Shipping Costs" drop down menu, Los Angeles gave me the $1.31 shipping, while the other locations (NY, Chicago, Denver) gave me the regular Ground Advantage costs. Same thing happened with the custom zip codes I also tested that started with 8 or 9. 

Unfortunately, I processed the order and its on the way to my customer (it's not her fault at all, given the options I can't say I wouldn't have done the same) but I wish I'd discovered this thread before then! I've got a ticket open with Etsy Support so we will see where it goes from there. 

[KnotOriginal]

@TwoKingsCraftCo someone else ran with the theory that it was zip codes starting with 8. i had it happen with 3 orders today, none started with 8 or 9. and my customers were automatically given priority. there was no choice even though all the packages were well within ga weights.