Resolving problems with Etsy orders

Introducing the Resolve A Problem tool

As a seller on Etsy, occasionally customers will reach out to you with issues with their order or you may need to add things manually to an order. The integration we offer for Etsy also includes a handy tool for tackling the most straight-forward issues found with orders without contacting our seller support. 

You may also occasionally receive a notification that an order needs review, or needs customization adding, these issues can be fixed via this tool also. 

The Resolve A Problem tool, or "RAP" tool can help you fix the following:

• Incorrect addresses on orders

• Incorrect personalization (engraving issues, and buyer upload issues.)

• Broken Attachments (chains etc)

• Remakes for defective orders

• Order cancellation.

• Add customization.

How to get to the tool

The RAP tool is located under the orders section of your ShineOn account:

• Head to orders from the account Dashboard

• Make sure your Etsy channel is selected from the drop down at the top of the page.

• Find the order with the issue you need to resolve from the list, and click Resolve A Problem

If an order has an alert or notification,it will be highlighted in red.

Now that we have access to the tool, let's take a look at two common reasons you would wantto use the RAP tool with Etsy orders.

The first is because you have enabled personalization of a buyer upload product, but Etsy has no image upload feature.

And the second is to fix Engraving personalization issues.

If you don't see your Etsy orders, you are probably looking at the wrong sales channel. Make sure your etsy channel is selected from the top drop-down. 

Adding a buyer upload image to an Etsy order

While buyer upload products can be offered on the Etsy marketplace, currently Etsy does not support an image upload feature. 
For this reason, when a customer purchases a buyer upload product, they will need to provide the image to you, and you will need to add it manually.

For these types of orders, you shouldreceive a notification.

• First, from the order screen, locate the order, and click Resolve A Problem.

• Click Change Personalized Buyer Upload Image.

• The image upload tool will now open, and you can drag an image onto the panel to upload it.

• Click Save Changes.

• A green message will appear to confirm it has worked.

 

Fix Engraving personalisation issues.

Etsy listings only support the option to select one line of engraving text.
Occasionally when a customer places an order with engraving on Etsy, it will be too long to fit on the one line and will need to be split across two lines manually. You may also need to manually edit the engraving for other reasons.

• First, from the order screen, locate the order, and click Resolve A Problem

• Click Change Personalizations 

• From this list find the item on the order which needs the change and Click Modify

• You can update the engraving here and Click Save when you are done.