copier coller de la réponse d'Etsy :
My name is Mary and I'm a member of Etsy's Dispute Resolution team.
I'm sorry to hear that this time returned to you unexpectedly. Thank you for taking the time to reach out about this.
As you may know, we do not hold sellers accountable for any shipping issues or errors, as long as the order was shipped to the address on the Etsy receipt.
If a package has been returned to you due to a postal or shipping error, we do ask that you assist your buyer to the best of your ability in resolving this matter.
In the event that a case is opened, we'll work with both parties toward an amicable resolution. We’ll protect you if you qualify for our Seller Protection Policy. You can read more about Seller Protection here:
https://www.etsy.com/legal/policy/seller-protection-policy/34509585385Etsy Admin may require you to resolve the issue by either refunding the buyer minus shipping costs, or reshipping the order. If you reship the order, the buyer will be responsible for the additional cost of shipping.
You can also reference Etsy's guidelines on customer service here:
https://www.etsy.com/legal/sellers/#customer-serviceWhile I can't provide any specific advice, I encourage you to trust your instinct since you know your business and buyers best. I hope that this information is helpful for navigating this situation. If you would like me to further explain anything, or if you have any other questions or concerns, please don't hesitate to let me know.
je vais donc devoir rembourser ce client du prix de l'article moins les frais de port puisque c'est de son fait que la poste n' a pas pu distribué l'envoi
mais je ne sais pas comment on fait pour rembourser l'article en ne remboursant pas les frais de port ?
car si j'annule la vente ,de fait ,le remboursement pour le client sera total je pense non ?
merci