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Customer Care Tip: Do You Know Where Your Payment Is?

Oct 24, 2007

by CustomerCare handmade and vintage goods

I hear the cries of a NEW seller off in the distance…

“I made my first sale, but where’s my PayPal payment?!”

To which I pose this follow-up question, “Is it marked as ‘received payment’ when you go to the Sold (orders) section of Your Etsy page?”

When the response makes its way back, there is the occasional “YES!”

If your buyer swears they sent the fundage, but it’s nowhere to be found, you should first venture over to the Your Etsy page and click on “Payment Methods” under Shop Setup. Find the check box for PayPal and you will see the email address you have listed to link your Etsy shop to your PayPal account. We commonly find that this email has a typo or you have changed your email at PayPal, so be sure to adjust it here!

You may have to contact PayPal to find the missing payment, but be sure to keep your buyers up to date on anything regarding their transaction. Send them a convo and keep in communication!

JOHNNY CASH - Limited Edition Art Print - (32 of 100) 22cm x 28.5cm
JOHNNY CASH - Limited Edition Art Print - (32 of 100) 22cm x 28.5cm
Money Green Fabric - By the Yard
Money Green Fabric - By the Yard
CASH ONLY,  retro style sign for business or fun
CASH ONLY, retro style sign for business or fun


  • CircaCeramics

    CircaCeramics said 9 years ago

    This is such a great little how-to, I'll be sending newbies this way for sure :) -nancy

  • Vanessa Admin

    Vanessa said 9 years ago

    Thanks Nancy! Yeah, send newbies here if they're a'strugglin.

  • magickalrealism

    magickalrealism said 8 years ago

    In a very rare instance - about one in every 50 payments I receive - the buyer DOES send me payment but PayPal fails to transfer. In these instances, I ask the buyer to check for a "payment sent" email from Paypal. While I've lost one sale over this, for the most part buyers want their goodies and are willing to check.

  • luckycopper

    luckycopper said 8 years ago

    I have had two buyers swear that they tried to pay me by paypal and my paypal account is linked to the correct email address. what is going on?

  • lellaraedesigns

    lellaraedesigns said 8 years ago

    Yeah, I had the same thing happen. Everything was correct, but no payment. Fortunately, the buyer sent a check and all was okay. But, what happened?

  • MonasMane

    MonasMane said 8 years ago

    wow didn't know that, wouldve been real confusing w/out reading this first!

  • BrandyJane

    BrandyJane said 8 years ago

    I did see that, however, wanted to double check. Thanks!

  • May1st

    May1st said 8 years ago

    Hi, I love Etsy, have shopped & seriously considering setting up my own shop. For some reason however I am so relunctant re: Paypal & receiving my payments. Have shopped thru it, no problems, but have read of merchants not receiving their payments, & it's a nightmare to try to get answers from Paypal. Any words of wisdom?

  • ecogroovy

    ecogroovy said 8 years ago

    This is precisely what happened on my first sale...typo in the email address in the email address for Paypal box. Thanks for the very helpful article in figuring out why payment was not received.

  • lizziepeak

    lizziepeak said 8 years ago

    I'm in the process of opening my shop and I'm very excited about getting it going. Reading these comments has been helpful in identifying what can go wrong and how to handle it when it happens....and things do go wrong in business from time to time.

  • Lightwork

    Lightwork said 8 years ago

    many good advices. i am new and haven´t sold anything so I am greatful to get help when i need it. i hope it will go well

  • Lightwork

    Lightwork said 8 years ago

    I have started my shop but not sold anything so I am happy to get help when I need it. I mean when the costumers buy from me.

  • maruzstudio

    maruzstudio said 8 years ago

    So I got my first sale (yay!), however, I have not received my monies. I have followed the above advice, asked the buyer if they have already paid via paypal and they assured me they have. I have also checked my paypal account's email address and it all looks good. I don't know what happened, please help. :o) Thank you!

  • PDXfabricdeli

    PDXfabricdeli said 7 years ago

    I always forget to check Paypal...and voila there it is. Thanks for the reminder.

  • crochettreasures

    crochettreasures said 7 years ago

    Thanks for the tip. If I found anyproblems in a sale in which I hope I will have one cause I am new seller here however I hope I will. I am currently building a blog however I needed some help if someone can help

  • Barbstew

    Barbstew said 7 years ago

    What if the buyer forgot to hit the pay button? How does she go back and do that?

  • silverfields

    silverfields said 7 years ago

    As I am very new to Etsy, the one thing I cannot figure out is if I have to do anything to tell paypal I am signed up to Etsy and if I do, can anyone tell me how please.

  • A2SeaCreations

    A2SeaCreations said 7 years ago

    I am reading over some of your comments about not receiving payments and I think what happens sometime is, when customers click on the buying button, they might think they have automatically paid. Could that be? Very possible. Thank you for the info!

  • JelliBeanJumpers

    JelliBeanJumpers said 7 years ago

    I've been trying to learn how to do the "etsy" thing so all of the above has been helpful to me. I hope I sell something soon, that would be to coooooool.

  • bellasparty

    bellasparty said 7 years ago

    Very informative. Thanks!

  • debthedollgnome

    debthedollgnome said 7 years ago

    I haven't had a sale yet but at least it is nice to know how to find a payment when it does happen. (avatar is of a molded cloth face doll - what do you think?)

  • ob1visual

    ob1visual said 7 years ago

    Very clear and informative, thanx for the infos.

  • woodnamesandmore

    woodnamesandmore said 7 years ago

    Good to know if you are using paypal

  • jojoesretro

    jojoesretro said 7 years ago

    As I am very new to Etsy, the one thing I cannot figure out is if I have to do anything to tell paypal I am signed up to Etsy and if I do, can anyone tell me how please. You may have noticed that I copied "silverfields" question. I set up my PayPal acct., and tied it to my checking, am I cool? I have not had a sale yet as I just started listing items for sale yesterday, I just need to stay informed, esp. in this economy. Thank you, Joanne

  • AWebbOfThings

    AWebbOfThings said 7 years ago

    O MY GOSH!!! I can't believe I had a typo in my email; and I thought I was being so careful. I've sent a convo to my customer. Sure hope she overlooks my carelessness and buys the dishes anyway.

  • AWebbOfThings

    AWebbOfThings said 7 years ago

    jojoesretro, I think all you have to do is have a verified business account. I don't think PayPal cares where the money comes from. :) Welcome aboard! I'm fairly new too. It's really fun.

  • doodlesanddoodads

    doodlesanddoodads said 7 years ago

    My customer changed her mind in the middle of the Paypal transaction, and did not complete the Paypal transaction, yet my items were marked as sold and removed from my active shop listings even though they weren't really sold. I spent an hour on the phone with a Paypal agent trying to track down this payment, not knowing that it never was completed by the Buyer. Now she tells me she will decide if she wants to purchase them and will let me know, so in the meantime my two items sit in the SOLD area until she makes up her mind, because I can't just click the relist button without doing a cancel transaction sale. So I am not too happy with this "Paypal" method of collecting payments. It's okay that she changed her mind, but it is not okay that my items have been pulled off my listings in the process when they really weren't sold.

  • solmate

    solmate said 7 years ago

    I do not understand the paypal method. How do I actually get paid? I understand there is a notice on my e-mail, but how do I connect the actual payment to checking account or something? Is there somewhere on the site I can get paypal info? I can't seem to find anything.

  • BedouinBags

    BedouinBags said 7 years ago

    I've just made my first sale - a small amount, but exciting for me! However, no payment has come through. I've checked my payment methods, seem to have a PayPal account, my email address is correct - I don't know where to go from here!

  • MarthaLights

    MarthaLights said 7 years ago

    one more first sale paypal fail report... correct email, no typo, everything working fine, customer says he too experiences problems with payment, what is going on? anyone? oh big holy Etsy? What do we do?

  • dollsbyjessica

    dollsbyjessica said 6 years ago

    This is my fifth or sixth sale and all of a sudden I have a problem. The customer swears he paid but I haven't recieved it after a week. My email is correct and the receipt page shows he didn't pay yet. I don't know what to do.

  • owlclaycreations

    owlclaycreations said 6 years ago

    wow thanks for the advice, i wondered where my money went after i made a sale, now i know to check paypal and see if it is where it is suppose to be !

  • ThePlaidCurtain

    ThePlaidCurtain said 6 years ago

    How does pay pal know where to send the money when an item is sold? When I set everything up, I was never asked to submitt my checking account number. I only furnished them an email address. How does the connection work? Of course I have not made a sale yet, should I just wait and see?

  • deardesire

    deardesire said 6 years ago

    I'm very glad to have the seller's handbook! Many thanks :)

  • thedpb

    thedpb said 6 years ago

    I know this is a repeat ???? but I can't find the answers to the other questions that were posted before, we go again. I've made my first sale, all information (my paypal acc., my e-mail etc..) is correct. It does not look as if the item has been marked "paid" under the purchased information. What does that mean? Does the payment go right through, or do I need to wait a couple days? Should I contact the customer? HELP!?!

  • FancyPaperCompany

    FancyPaperCompany said 6 years ago

    I'm facing the same issue as "thedpb" above. An item was sold (my first sale), all my info is correct with my paypal email address, the item is not marked as "got payment" and the buyer isn't communicating with me. How frustrating!! Not sure if leaving negative feedback would do any good and if there is anyway I can get the fee back from ETSY for supposedly selling the item.

  • lifebeads

    lifebeads said 6 years ago

    Stay away from Pay pal...if you sell with pay pal now they will keep part of your money for 90 days..We sold a HVAC and they held 150..00 for 90 days and now we have to wait....look it up on the net and you will find out this is true...beware!

  • whisperdesigns

    whisperdesigns said 6 years ago

    I made my first sale on 2/7, so happy!! the payment was sent to paypal and I received an email from payment, but it shows "pending", do not ship. It is now 2/10 and pmt still shows pending. When I view other sellers, once an item is purchased, it is marked by the buyer...quick shipping, within a day or two and they have the item already? do I need to go ahead and ship even though the payment has not been processed?

  • SarahsStitchesMI

    SarahsStitchesMI said 6 years ago

    Normally when I sell something people do immediate payment thru PayPal. This evening I made a sale and it still isn't showing up as paid. How long do I give the buyer to pay? Should I send an invoice from PayPal now, or give them some time?

  • tonistrinkets

    tonistrinkets said 6 years ago

    I am Brand new to etsy, how do i set up my paypal to an account???

  • janetmckinstry

    janetmckinstry said 6 years ago

    I don't quiet get the paypal connection? I have the same questions as others and I haven't seen the answer yet. How does paypal pay if all they have is your email address. Is the money sent in check form and if so, how long does it take?

  • BijoDesigns

    BijoDesigns said 6 years ago

    The paypal connection is easy. Once you have it set up with your email, go to the MY ACCOUNT TAB. There will be subtabs directly under it that say: Overview|Add funds|History|Profile Click profile Scroll down to ADD OR EDIT BANK ACCOUNT or ADD OR EDIT CREDIT CARD You'll enter your information & paypal will send a 'code' to your bank. You'll have to call your bank to retrieve it & come back to paypal to confirm your account. Then it should be connected to the email you provided here on etsy & the money goes to your paypal account. From there you can transfer the funds to your bank account or just use the money in your paypal to shop online. Does that help anyone?

  • boobytrap

    boobytrap said 6 years ago

    I just see rants here but no answers. Doodlesanddoodleads, I have the same problem. An item was not purchased but taken off my listing, the customer must of bailed out in the middle of the transaction and because of that my item was removed from my store. Now eventho the item was not paid for, i have to pay to relist item again, maybe etsy should have a button for item not paid, relist for free! I just tested it out with my own separate account and bailed out after commit to purchase, item came off and had to pay to relist and yet no payment asked for or received. Etsy, please fix this.

  • ShaktipajDesigns

    ShaktipajDesigns said 6 years ago

    I have had issues with Paypal lately, but they are more along the lines that customers using a credit card are having real problems completing their transactions - especially if they are not in the US. Paypal just simply will not recognize the card. All my other transactions go through just fine - I've been selling since 2008. This is a recent phenomenon. As for having a transaction be caught in limbo: If the payment does not go through - attempt to contact the buyer. If they say they changed their minds, or the payment is lost in limbo - CANCEL THE TRANSACTION WITH ETSY while you sort it out. Etsy has never failed to refund my listing fee and all other fees associated with the transaction when anything like this has happened - IF I CANCELED THE TRANSACTION. If you wish to hold the item for the customer - then do so, communicating with them as a reminder - but cancel the original transaction so that you are not out your fees. I don't see the big deal with canceling the transaction if the customer changes their mind. It isn't as if you can hold their feet to the fire over it and make them pay, unless you have sent the merchandise before full payment is made. Etsy knows this and is willing to work with you as a seller - let them. There is nothing to 'fix' - you already have access to a remedy.

  • ShaktipajDesigns

    ShaktipajDesigns said 6 years ago

    For the record, Etsy has laid out guidelines on how to cancel or void a transaction on the 'Cancel a Sale' link in 'Your Etsy.' Pay particular attention to #3 in the Sellers portion of the report. This will answer many of these questions.

  • aschacke

    aschacke said 6 years ago

    I received my payment and had it confirmed through my e-mail but i don't knoe how to get to it to transfer it into my bank account! I'm so frustrated and confused.

  • gauchourbano

    gauchourbano said 6 years ago

    I'm right where "aschacke" is.... anybody know how that works? I've gotten the email that I have monies in my paypal account... yet I can't find my paypal account I guess. Any help?

  • SatzDesigns

    SatzDesigns said 6 years ago

    make sure you sign in to your paypal account when you get your confirmation email from paypal that payment has been received AND MAKE SURE YOU ACCEPT the payment. You have to ACCEPT payment for it to show up in your account so make sure you do this. Payments can only be transfered from your paypal account to your bank account only if you have been verified and go through the process of linking your bank details with Paypal. They give you instructions on how to do this and is fairly simple. Your money will just sit in your paypal account otherwise. I hope this helps. X

  • papergirlstudios

    papergirlstudios said 6 years ago

    WOW. I just joined a few days ago. I had my first sale yesterday and what a confusing system this paypal thing is!! Thank goodness for all the help my buyer provided. (engelfelt) I contacted her directly and asked for her assistance. She was very understanding and patient. Wouldn't it be great if we could just go through etsy directly with our transactions?! Maybe it's something etsy could consider for the future. Also, on the sold items page, transaction, there could be a section for: payment pending...payment recieved...transaction complete...problem with connection to paypal...something instead of a got payment/shipped box. Navigating around the etsy site has been fairly many places to look for help and everyone so willing to help but this paypal thing...UGH! Not everyone is an experienced buyer/seller on the internet...and paypal just seems to be adding to everyones confusion...including my own. I should have just accepted checks and money orders:)

  • keshacpearls

    keshacpearls said 6 years ago

    well think of Payal as a bank(Liason) when customer makes payment they hold money they email u then u have to either transfer funds into your acct this tab is at top of acct info page or request paypal debit or a check they send probably good idea to pick how you'll receive your money from paypal n advance.

  • papergirlstudios

    papergirlstudios said 6 years ago

    OK. Now I'm getting the hang of things! LOL

  • theparisgiftshop

    theparisgiftshop said 6 years ago

    Thanks for the info..

  • jleyva

    jleyva said 6 years ago

    Very informa, now I know where to go for my first sale,(whenever I get one!) I'm still waiting, I hope I get one soon!

  • goingplaces2

    goingplaces2 said 6 years ago

    I have my shop up and running since March and just yesterday had a customer having problems with Paypal. I hadn't offered checks as a payment method originally, but have made that change. It just takes a little longer, but hopefully worth the wait! Thank you for all of this good info. I will bookmark this page for sure.

  • LittleHollyHill

    LittleHollyHill said 6 years ago

    I find that I have to mark the boxes myself next to paid and shipped..The only way I know if something has been paid for is to view the invoice.

  • DoctorBarber

    DoctorBarber said 6 years ago

    What if your customer doesn't have a paypal acct. and wants to pay with credit card? Should I set up a google merchant acct?

  • sunshineandkamala

    sunshineandkamala said 6 years ago

    I made one sale and I got an email from paypal and then it went thru. I made another sale a little while later (same day) and I have yet to get a payment confirmation. The buyer said she used I supposed to send an invoice or does it just go thru automatically? Help!

  • sunshineandkamala

    sunshineandkamala said 6 years ago

    I made one sale and I got an email from paypal and then it went thru. I made another sale a little while later (same day) and I have yet to get a payment confirmation. The buyer said she used I supposed to send an invoice or does it just go thru automatically? Help!

  • KathrynGreenwald

    KathrynGreenwald said 6 years ago

    I made a sale yesterday and still no payment from paypal? I know etsy was down for upgrading last night? What to do?

  • KathrynGreenwald

    KathrynGreenwald said 6 years ago

    sunshineandkamala, I think we're on our own....

  • filledefleur

    filledefleur said 6 years ago

    I'm new to Etsy as well and someone I know purchased from me and they didn't recieve confirmation from paypal that their payment went through and neither did I. I then sent her the Etsy instructions on how to make a payment and the same thing happened. Is the money in limbo? How long should it take for transaction to show up in paypal? Why are there so many people having the same issues? I'm concerned b/c this could turn customers away, if it's going to be such a difficult process. I understand there are guidlines on how to cancel or void a transaction but the customer doesn't want to cancel and I don't want to void. I just want it to work the way it should without this confusion! After reading all of these comments it seems there isn't really a solution. Did anyone figure out why paypal isn't receiving payments through Etsy?

  • Juelzenterprises

    Juelzenterprises said 6 years ago

    I'm also a newbee. Excited to be a part and patiently awaiting my first sale. Appreciate all the questions and answers. Let you know how things go after I get my first buyer. Hoping to use paypal but we shall see!

  • larainy

    larainy said 6 years ago

    On the last item I sold the buyer said my paypal didn't accept Credit Cards. So I upgraded my paypal account to a Premier account. Apparently the normal account won't accept payments from credit cards. Then the buyer tried it again and it went through. I tried to e-mail paypal about it before I upgraded my account. They never answered my e-mail. I hear paypal has horrible customer service, but its so much more convenient for someone to just pay online. I have another sale right now that I haven't received payment for yet...still trying to find out whats going on there. Hope this helps!

  • StephanCountry

    StephanCountry said 6 years ago

    New here. Good info. Learning before listing.

  • RingsofDesire

    RingsofDesire said 6 years ago

    I have read all the blogs above and still do not see the answer to many of the first sale went through paypal - no problem - second sale buyer used American Express which I believe is an option in paypal and I do not see any money in my paypal account. I will ask her about the email from paypal saying 'payment sent" - fortunately she is a friend or I am sure this would turn off many customers. So who monitors these questions? Or are we on our own and must read the store owners' suggestions?

  • WindingHillToys

    WindingHillToys said 6 years ago

    This newbie is very grateful! Thanks :)

  • nowandthenboutique

    nowandthenboutique said 6 years ago

    This may be a silly question but I'm a newbie.... when you sell an item, does the buyer automatically receive an invoice or do I have to manually send them one?

  • sandboxtreasures

    sandboxtreasures said 6 years ago

    Hello. I'm a newbie who just had a super frustrating time with having my bank account verified and wanted to put up why for any future people who will sign up for paypal in California. (just in case anyone needs this info) When verifying your account, apparently, Southern California (and a few other states) check book account numbers only work on paper, so you have to call your bank and ask for the electronic number. (the first 9 digits on the bottom left of the check)

  • luciagphoto

    luciagphoto said 6 years ago

    um i seem to have the same issue. my buyer claims they payed with a Visa but on the invoice it says it's unpaid any suggestions?

  • banneria

    banneria said 6 years ago

    hey, I am a new seller and I have no idea about these payment problems. But now hopefully when I ll have my first sale, I ll be carefull abt this. Thanks alot for sharing these tips.

  • FunInABox

    FunInABox said 6 years ago

    I just had my first sales. I created a PayPal account, and I had 2 payments waiting for me. The Payment status is "completed", and I have a balance owed to me. Q1: How do I get that money into my bank account? Q2: Do I go into my sold items and check the box for "received payment" or will that automatically happen?

  • sandytoescreations

    sandytoescreations said 6 years ago

    Funinabox- when someone pays with paypal, the money goes into your paypal account. You'll need to go to paypal to transfer the funds from there to your own bank account. Ask paypal how to set that up. hope all goes smoothly!

  • FunInABox

    FunInABox said 6 years ago

    Ah, I'm such a silly goose sometimes. Thanks SandyToes; I figured it out. So the answers to my previous questions... Q1: At the top, I click "my account", then "withdraw", them "transfer to bank account" Q2: The box-checking automatically happens when I accept money at

  • Danideng

    Danideng said 5 years ago

    it's very helpful,thanks a lot!

  • howlingwolf94

    howlingwolf94 said 5 years ago

    I have been elated with my first sale. It is up to you (the customer) how you want to pay. Thank you for letting me be a part of your system.

  • scaredycatdesign

    scaredycatdesign said 5 years ago

    What is a convo? I have looked everywhere and can't find convo. I do see an icon that looks like email and it is called a conversation but it doesn't look like it is a real conversation just an internal email system. Is that the same as "sending a convo?"

  • CuteClayNomNoms

    CuteClayNomNoms said 5 years ago

    Thanks for the help but what if they never payed the pay pall but i still shiped it out :( i sent them messages but they never replied :(

  • eveuntoadam

    eveuntoadam said 5 years ago

    this is very frustrating for sure! it has been almost a month and both of my sale payments are pending. i realized i made a typo in my email address, which i fixed and have still had no luck receiving payments through paypal. i contacted paypal who said my transaction id's were invalid?? i am at a loss of what to do.

  • sliverofwoods

    sliverofwoods said 5 years ago

    I found that CALLING PayPal and getting them to walk you through the process of coordinating your PayPal account with your bank helps. I luckily was connected to a patient PayPal employee that answered ALL my nimrod questions!! On the PayPal site you will find a glossary of terms used by PayPal that will help you to understand what their 'labels' mean on your invoice. Take the time to check out their site in detail...!! It's full of information, just not in a "teaching format". Yes, it has been frustrating! I am still riding the limbo bus...waiting to hear from my customer whose payment has been held in PayPal land to answer my email so we may make things right. SIGH! good luck all!

  • sliverofwoods

    sliverofwoods said 5 years ago

    I have an order in PalPal limbo, the payment to me is still "pending". I spoke with Pay Pal about it and was told that I need to ask my customer cancel her PayPal payment and purchase the items again. PayPal thought perhaps she entered the my email address incorrectly (!?). Do I need to "cancel" the order (within my Etsy account) and then re-post the items for that to occur? So far I have not heard from her, having just emailed yesterday. Your detailed help would be appreciated.

  • fiberartsoutlaw

    Jacquelina Foley-Klein from ElegantJewelrybyJFK said 3 years ago

    My customer's payment was made a via Master Card Debit. Everything on my Etsy Shop indicates that it was paid but it did not go into my checking account and is not in paypal. Any ideas? The date was Nov. 5, 2013 and is now the 12th. Thanks

  • 888bennett

    nina bennett from ChiOnMe said 1 year ago

    So it appears everyone is using paypal...with some issues. I am new. Do any of you use the direct payment to your bank account instead? I am hesitant to put my banking info, etc. on line with all the hacking. Any advice?

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