Canceling Transactions

[tocijewelry]

Can I cancel a sale made with Direct Checkout without issuing the refund? Customer wants to return the purchase and wants Gift Cards instead of the refund to the credit card.

[PinchtheMuse]

Sorry, no way to cancel a sale without refunding it. There isn't a system in place on Etsy to maintain store credit.

[tocijewelry]

Thanks

[Former_Member]

I need to issue a refund for a returned order that was paid for via DC.
do i choose "issue a refund"
or
"cancel a transaction"

on the "manage order" dropdown menu?
... and will I get my etsy fees back?

[PinchtheMuse]

You have to "issue a refund". Then you can cancel the transaction.

If you plan to relist the item, do that before you cancel.


Cancellation takes a couple days and then you will see the fees back. You can only cancel if you refund the full amount (purchase price + shipping).

Refund will happen pretty immediately on your end, it will take the refund from your shop payment account, if not enough money there the refund will charge to your CC on file.

The buyer usually sees the refund in a few days, depending on how their CC company posts refunds back to the account.

[Former_Member]

Thanks Pinch, to clarify, are you saying I only get etsy listing and final value fees back if I do a full "cancellation" , not just a refund?-

for example, if I were to give the customer a refund for the cost of the items, but not the shipping fees, I would NOT be eligible to get my etsy fees back?

[PinchtheMuse]

Oops sorry, forgot about the DC fees. DC fees are refunded when you do the refund.

The Etsy FVF and listing fee gets refunded once the cancellation goes through.

[BareNakedFindings]

I have issued a refund for 2 items from an order of 30 items. I am now trying to cancel the two items. I keep getting a notice saying that I have to issue a full refund which I have already done. Help please

[PinchtheMuse]

You can't cancel a couple of items out of one order. It is all or nothing. The system message "full refund" means the whole order, every item.

You get the DC fees back on the partial refund. I have no clue about the FVF or listing fees for the items refunded.

Maybe someone else that has done a partial will come by and let us know.