Partial Transaction Refund & Cancellation

[fernfiddlehead]

Yesterday I had a customer order two items. Moments after the order, she convo'd me asking to cancel one of the items. No problem. I refunded her the money via the DC system but I am wondering how/if/when to cancel that portion of the sale? I can only do a cancellation if I offer a total refund. Thanks in advance for any help.

[PinchtheMuse]

Hi Fern,
If you go to your order somewhere on the rightish side of things should be a link that says "cancel a transaction".

click that and it should show you your order broken down into the separate items where you can select just one of them to cancel.

I didn't run it all the way through...cause I didn't have an order to cancel, but I'm sure you can figure it out from there.

[fernfiddlehead]

Thanks for your help Pinch. Mine shows two items purchased but when I click on the link to cancel there is no breakdown by item and it says "Before you can cancel this transaction you must issue a full refund to the buyer."

[Former_Member]

Fern I don't think you can cancel part of a transaction. I thought there was a thread about it but I can't seem to find it. I believe this is one of things Etsy is supposed to be working on.

Sorry I'm not much help.

[fernfiddlehead]

Thanks, Pulp! I looked before starting this and didn't find anything but that doesn't mean much. I don't mind my shop appearing to have more sales than I actually have, but...........

[Former_Member]

I really do hope they are working on this issue as well as being able to send an invoice for upgraded shipping, etc. I think we really, really need both of those.

[PinchtheMuse]

Meh, I should have looked at the help first.

Refund in full is necessary to cancel. But you get the related fees (Both DC and Etsy) back on the partial refund.

I guess that means one is out the listing fee. And could be a pain for your books depending on how you do inventory. And confusing in general if you go back to reference the order at a later date.

Okay so that bears the question....now that I am thinking about it....
If a BUYER gets confused down the road, checks their receipt sees two items listed and opens a case because they didn't receive one of the items (because they forgot about cancelling one). What happens then?

Thanks for bringing this up Fern, as a seller I think I would have to put the buyer through a full cancel and repurchase to avoid any of the above pitfalls. I never would have thought about it on my own.

These are the help articles I referenced:

http://www.etsy.com/help/article/2037

http://www.etsy.com/help/article/228

[geekandtea]

Similar situation. I have an order that I partially refunded, but some of the shipping charges were withheld as the policy is originally no refunds. This transaction is in good faith and I will not go into details of the transaction or store policy.

I am now getting the message from Etsy system that the "transaction cannot be cancel because it has to be a full refund". I have spent an incredible amount of time trying to contact this person to sort out the details of the transaction.

Do I mark this as dispatched to close the transaction?
Would they get a notification?

Is there some workaround?