In the UK but in personal sales show as US

[MummaLouLous]

Hi, my first post and really hoping someone can help.

I am based in the UK and have an Esty shop.  We do some craft fairs nearby and use our Square card machine which is integrated into our shop - so each in person sale then counts as an Etsy sale.

However, every sale using the card machine is showing as an in person sale in the US.

I have my location settings correctly showing Southampton, with the correct postcode.  So I'm a bit stymied as to what else I should be doing to get the sales to show as UK sales rather than US.

Any thoughts or suggestions greatly appreciated.

[k_atie]

Hey @MummaLouLous, thanks for flagging this and welcome to the Community! 

Oh, that definitely sounds strange. Can you confirm if you are seeing this on the Square side or the Etsy side? If possible, could you please send a screenshot of what you are seeing? Make sure to hide any identifiable information in the screenshot. Thanks!

[MummaLouLous]

Hi.  Thanks for the response.

This is what is showing in my square account and the same transaction in my Etsy account.  I really don't know if it is a Square set up issue or an Etsy one though. 

However, a very strange thing did happen a couple of months ago when we were doing a fair in the middle of nowhere (still very much in England though), the card reader was convinced we were in the US and wouldn't take any payments.  However, when we got home (about 25 miles away) it was happy again and knew we were in the UK!  It was very strange.  In person sales have been showing as in the US before that happened and continue to do so, so I don't think it was anything to do with that though.

Any thoughts greatly appreciated

[k_atie]

Thanks for that, @MummaLouLous. 

So, for the Square side of things, if try to take a payment in a different country from where your business is set up (e.g. a UK-based business takes a payment in the US), it will not go through as we do not support cross-border transactions. 

Because of this, it would be very unlikely that an in-person payment would be marked as taken in a different country in the Square Reports. On the other hand, I can see that the payments are marked as being taken in Brooklyn NY on the Etsy screenshot. 

In this case, I'd suggest getting in contact with Etsy themselves to see why this may have happened, as they own the integration between Square and themselves. You can find the answer to most questions in their Support Centre or reach their Support team via email or request a phone call on their contact page. If for some reason they’re not able to help you, our team can investigate further if you provide your support ticket number.

As for the second issue, has it happened since the last time? Was it a one-off incident or did it happen multiple times?