Answer: We do not tell Etsy that shops are connected to the same keyCRM account, so your shops remain safe. Etsy cannot technically determine whether a customer connects a shop. Thousands of our customers use multiple shops on the same platform.
However, the first connection must be made from the device you normally use to manage the shop.
Answer: Yes, if «Save expenses» is enabled in the source settings.
Fees are calculated using the following formulas:
- Product fee = (product subtotal − discount) × 0.065;
- VAT on the product fee = product fee × 0.2;
- Listing fee = 0.2 × total quantity of items in the order (for example, two products with two units each = four items);
- VAT on the listing fee = listing fee × 0.2;
- Shipping fee = shipping cost × 0.065;
- VAT on the shipping fee = shipping fee × 0.2;
- Total Etsy fee = product fee + VAT on the product fee + listing fee + VAT on the listing fee + shipping fee + VAT on the shipping fee.
Etsy advertising expenses are recorded separately, and we cannot currently retrieve them. We recommend entering them as general expenses and selecting the source. You can then view these expenses in analytics.
Answer: First, make sure «Send tracking number» is enabled in the Etsy source settings and the statuses for sending tracking numbers are selected.
If everything is configured correctly, once you add a tracking number to an order, the system sends it to Etsy immediately, marks the order as Marked as shipped, and closes it.
Answer: If the order has been shipped on Etsy, keyCRM shows «Shipped» in «Source shipping status» and also imports the tracking number:
To change the order status in keyCRM automatically, configure automatic order status changes based on shipping status.
Answer: If an order has been closed on Etsy, its information stops synchronizing with the source, and you can no longer add a tracking number. This is an Etsy API limitation.
Answer: Orders in keyCRM primarily display the product name and properties from the keyCRM catalog. Products are linked by SKU. This lets managers work with simple, convenient names and values.
You can always view the original values from the source by hovering over the (i) icon:
There are several possible solutions:
- Assign different SKUs to Etsy products and their variants, then create products with those SKUs in the keyCRM catalog. The correct information will then always appear in the order;
- Delete the products from the keyCRM catalog. Orders will then immediately display the information from the source;
- Create products in the keyCRM catalog without properties. The variants will then be displayed from Etsy;
- Refer to the information under the (i) icon to see exactly what the buyer selected.
Answer: Custom order statuses are not displayed in keyCRM. When working in keyCRM, they are generally no longer needed.
Answer: Yes, we receive phone numbers and email addresses in orders, with the following exceptions:
- Buyers can block access to these details in their Etsy profile. In that case, we cannot retrieve them;
- If the phone number is included in the shipping address rather than in the order itself, we cannot retrieve it because this field is not available through the Etsy API.
Answer: The Etsy API does not provide the status of canceled orders. Sellers must confirm cancellations manually on Etsy. After doing so, make sure you also cancel the order in keyCRM, or cancel it in keyCRM first and then on Etsy.
Answer: When you create a shipment in keyCRM for an Etsy order whose recipient is in the European Union, the IOSS code is retrieved automatically and sent to the shipping service. You do not need to enter it manually.
Answer: Etsy sends a product discount as an order discount, so it is deducted from the total order value rather than the product subtotal.
For more accurate analytics, you can move the order discount to the product discounts in Etsy orders.
Answer: Etsy and keyCRM may use different time zones. We recommend using your local time zone in the CRM so that you see actual order times. As a result, statistics and shipment dates will be correct, and you and your employees will not need to calculate time zone differences manually. Statistics may still differ; see question 13.
By default, Etsy displays orders in New York time unless you have changed the display time zone in its settings. If you set the CRM to New York time, the displayed times will match. However, adding other sources that use different time zones can become confusing, so we recommend using your own time zone.
Answer: Order counts may differ for several reasons:
- Differences in time zones;
- keyCRM analytics exclude canceled orders, so the count may differ from Etsy. You can also compare order counts in the full order list;
- Orders were added manually in keyCRM with Etsy selected as the source;
- In very rare cases, keyCRM may contain orders that do not appear on Etsy.
We have investigated this with customers several times, and they confirmed that keyCRM’s statistics were correct, sometimes even more accurate than Etsy’s. We therefore recommend using keyCRM as your reference.
Answer: keyCRM imports orders that have had recent changes. If an order completed a year ago is changed on Etsy, it will be imported into keyCRM.
First, review the points in question 13 above.
Second, according to Etsy’s documentation, its statistics use UTC (Greenwich time), rather than Kyiv, Warsaw, or New York time as many users assume.
For financial calculations, the total order value in keyCRM is calculated as: product subtotal + gift wrapping cost + taxes + shipping cost − discounts.
Etsy revenue is calculated as: total sales of all products minus shipping and sales tax.
To make the figures match, subtract shipping costs and taxes from the total order value in keyCRM.
If you account for all these factors — orders in the first and last hours of the month, matching canceled orders between Etsy and keyCRM, no manually added orders, and the formulas above — the totals will match.
Answer: Sometimes orders arrive that are not displayed in the Etsy account. This is not a keyCRM error: we save the order that Etsy sends us. We do not currently know why Etsy no longer displays it.
We assume that the buyer started placing an order but did not complete it. Etsy may have canceled the order without displaying it in your account. Because the Etsy API does not send us cancellation information, the order remains in your keyCRM account.
Answer: keyCRM treats listings and products separately. Listing prices are updated during weekly or manual synchronization. Product prices do not change, and should not change, because one product may be linked to several listings on different marketplaces.
Answer: Orders are synchronized every 30 minutes. This is the interval between synchronization runs, not a fixed delay for every order. For example, if synchronization starts at 12:00, an order placed at 11:59 will appear in the system after one minute, while an order placed at 12:01 will appear after 29 minutes.
Answer: Listings are automatically synchronized once a week. You can also click «Load listings» on the right side of «Listings» once a day, or synchronize an individual listing as often as needed.
Answer: Unfortunately, Etsy does not provide API access to messages, and its policy on this is firm. Therefore, no service can manage Etsy buyer messages through this API.
If this changes, our system will be among the first to support Etsy chats!
Answer: To resolve this, rename the shipping service in keyCRM so that it exactly matches the name used on Etsy. The names must be identical.
Answer: Products in orders are synchronized between keyCRM and Etsy as follows:
- If a new product is added on Etsy, it appears in keyCRM after the next order resynchronization, or after a manual synchronization;
- If a product is removed on Etsy, it remains in keyCRM and is not deleted;
- If a product is added or removed in keyCRM, the order on Etsy remains unchanged.
Answer: During the first synchronization, the CRM uses the status received from the source. If the order is already completed on Etsy, it automatically receives «Completed» in the CRM.
Answer: Starting February 3, Etsy restricted third-party API access to order data and the ability to send tracking numbers.
These features are now available only to partners with direct agreements with Etsy. In Ukraine, these are Western Bid and SkladUSA.
This does not affect existing connections, only those added after February 3.
