When we aren’t able to process your Etsy order, you'll receive an automated email letting you know. If you can’t find the email, search your inbox for emails from email@example.com and check your spam or junk mail folders.
If we couldn’t process your order, this may be because of:
- An issue processing the payment on the seller's end
- The shop being temporarily unable to accept orders
- Trying to purchase an Etsy gift card with a prepaid card. You can’t use a prepaid credit card or PayPal to purchase an Etsy Gift Card. Learn more.
- You used multi-shop checkout and one of the payments couldn’t be processed
We aren’t able to share details about the status of another member’s shop, but please know that our teams work with sellers every day to resolve these issues. Learn more in our House Rules.
If your order was cancelled by the seller, this will be indicated in an automated email about the cancellation. We recommend that you contact the seller directly with any questions.
Why couldn’t my multi-shop purchase be completed?
When an order is placed using multi-shop checkout, the purchase is processed as one transaction. If there is an issue processing the payment in one of the shops, the entire transaction will fail. Learn more about purchasing with multi-shop checkout.
If you encounter issues with multi-shop checkout, you can use the Check out only from this shop button in your basket to repurchase from individual shops. Then you will need to re-add any items you wish to purchase to your basket.
Why is the order still on my credit card or bank statement?
You may still see a pending authorisation hold on your credit card or bank statement. This is a temporary hold, and Etsy hasn’t charged you for the order.
When you make a purchase, a hold is placed to ensure that sufficient funds are available for the transaction. When an order cannot be completed, the hold is typically removed from your statement within 2–5 business days.
If the hold is still on your statement after 5 business days, please contact your bank or card provider directly.