"Safe Key Code" message to my buyer and she cannot purchase!

[InVintageHeaven]

I have a repeat customer who is trying to purchase 2 items with her American Express.  When she goes to purchase them, she gets a message that she needs to get a "Safe Key Code" from her e-mail.  She goes to her e-mail, gets the code but then goes to purchase the items and cannot find a place to enter this code?!!!!

However she was then able to purchase a different item without an issue?!!

Help and/or suggestions!  

Thanks in advance

[JMOldeVintage · Accepted solution]

@InVintageHeaven  - That I had to google. It appears to be some sort of American Express Safety thing:

https://www.americanexpress.com/us/security-center/safekey/

I just scanned thru the article but there may be a way to place a limit, or a purchase amount on transactions? If over X.XX amount & the safekey system kicks in?

But if a code needs to be entered, like you said, I'd have no idea where the buyer would enter it here on Etsy.

[InVintageHeaven]

Oh!  Thanks for that input!

[BagmakerSupply · Accepted solution]

@InVintageHeaven: Unfortunately this is an issue between the buyer and Etsy (and / or their payment processor). A shop is not a party to a transaction until the payment and order are accepted by Etsy.