order not completed

[MellRise]

Hello, my digital product was sold 1 hour ago, but the order seems to be incomplete. It says payment was not received, but the customer has made the payment. It says it will be completed within 72 hours. Why?

[137life]

You did not solve the problem. The order still shows as cancelled. The payment was taken from the customer. The bank approval was received. But the order was directly transferred to my account as cancelled. No payment is visible in my account. The order only shows as cancelled. It does not show that a sale was made. Please find a realistic solution. Thank you.

[IMUPRU]

Hi MelRise,

This delay typically happens when Etsy's payment processing system needs extra time to verify the transaction. It can occur due to security checks, currency conversions, or issues with the buyer’s payment method. Etsy usually completes the process within 72 hours, but it can sometimes be quicker.

As long as the order appears in your "Orders & Shipping" tab and is marked as "Payment Processing," there's nothing you need to do. Etsy will notify you once the payment clears, and only then should you deliver the product manually (if needed). If it remains incomplete after 72 hours, I’d recommend reaching out to Etsy Support for clarification.

Hope this helps!

[137life]

The problem is that the order is directly shown as cancelled without any sales. In other words, it does not say that the order is being processed, it says cancelled. The same customer bought the same product a few days ago, we had the same problem. I wanted to buy it a second time, it was directly cancelled again. I cannot convince the customer to buy it a third time. This is a very embarrassing problem.

[IMUPRU]

That sounds incredibly frustrating, especially when it affects a repeat customer. If the order is showing as canceled immediately, it’s likely due to Etsy’s automated fraud prevention system flagging the transaction. This can happen if Etsy detects a potential payment risk, even if the buyer has successfully made purchases before.

Here’s what you can do:

1. Check Your Order Details – If Etsy canceled the order, you should see a reason in the order page or an email from Etsy.
2. Ask the Buyer to Check Their Payment Method – Sometimes, certain payment providers (like PayPal or a bank) might block the transaction.
3. Contact Etsy Support – Since this happened twice with the same buyer, Etsy’s support team should be able to provide insight into why the orders are being canceled.

It’s definitely an embarrassing issue when a customer wants to buy and can’t, but unfortunately, this is out of your control. I’d recommend reaching out to Etsy Support ASAP and reassuring the customer that you’re working on it.

Hope you get this resolved soon!

[137life]

Even though it was difficult, I transferred the problem to a real person from etsy. He said he would discuss the situation with the necessary units. Then I received an e-mail saying your order was completed. I saw that this was only related to a topic in frum. As a result, the problem persists. I hope it will be solved.