Customers able to cancel orders if not marked as shipped?

[TheSlyFox]

In theory, I understand Etsy wanting customers to feel they have some control over transactions, but is this allowed at any time? Is it only for overdue orders? This is not good for people who make custom items at all. What if the supplies to make the whoozit have already been ordered and paid for by the seller, and the whoozit is almost finished and then the customer cancels? This is hypothetical, of course, I am just worried.

And is this cancellation on the buyer's end only available if they purchase by DC? Or is it an option for PP purchases as well?

[TheSlyFox]

Maybe I am understanding the process wrong? If this is not how it works, I am sorry for getting all worried and starting this thread.

[Former_Member]

Celia I'm glad you asked this question. Like you I'm a bit confused about the whole process of customers being able to cancel a transaction. I sure hope an admin will come along and give us some answers.

This is the one thing that would make me opt out of DC. So far DC has been good for my shop and I would hate to opt out, but this could be a deal breaker for me.

[TheSlyFox]

I'm afraid it might be a deal breaker for me as well. I am already not in love with the fact that if someone orders a ring in a custom metal I have to shell out the money and wait weeks until I get the metal and then make the ring before I can get paid, but I am living with it and hope this will eventually change.

But,the idea that they could just change their mind and cancel somewhere towards the end of that process is terrifying.

[Former_Member]

I'm fortunate because my materials are inexpensive and/or free. But I totally understand how that affects sellers such as yourself.

And I agree that the idea is terrifying.

[TheSlyFox]

You are sweet, Nora! And your time is still expensive, and if this is true, you could be out a lot of it!

[TheSlyFox]

Looks like a false alarm, Camilla responded in Site Help

Camilla Velasquez from millabear says Highlighted Post
Edited on Aug 19, 2012

Hello,
To clarify, Etsy does not refund buyers or cancel orders on your behalf without notifying you if the order is made through direct checkout. Etsy responds to chargebacks on your behalf, while keeping you informed, and most often, requesting any additional information if required. Further, Etsy bears the risk of fraudulent chargebacks.

Please note that orders can appear as canceled if Etsy never approves the order in the first place. When an order is "processing," Etsy notifies the sellers and asks you not to ship an item until the order is confirmed. If Etsy does not confirm the order, it becomes canceled and the item is put back up for sale. Emails regarding the processing nature of the order as well as it's cancelation are sent to you. At no point in that process would it appear that the order is ready to ship or confirmed. It sounds like maybe this is what happened with this order.

Regardless, we'll look into this order and convo the OP right away to clear this up.

ETA: The cancelation process for DC and PayPal work the same way. Seller is in control of this process.
Camilla


and I am relieved and feel free to ignore this thread. Thanks, Camilla! You are always so on top of things!

[PinchtheMuse]

If you read the rest of that thread the OP later found out it was her husband that actually cancelled the order.

[Former_Member]

That's relief! Thanks Camilla for putting our minds at ease.

And as to the OP and her husband - Oh dear. I don't know what else to say.

[TheSlyFox]

And THAT is why I am not married ;)

[Former_Member]

LOL!