Buyer hasn't responded to numerous messages

[CactusAndCoralInc]

Hello,
On 12-11-13 I had a buyer in Sweden purchase an item from me. In their Etsy profile they do not have a first name, so when I went to print the international shipping label this was a requirement. I have tried contacting the buyer numerous times with no response. If I give them a refund I still pay seller fees and return transaction fees correct? I don't think this seems fair to me. What would you do?

Thanks!

[kidsstore]

I'm not sure since it has been over a month, but the few times I have cancelled sales and issued a refund my Etsy and PayPal fees were cancelled out also.

I would definitely cancel the sale using the reason for Etsy that you had an incorrect/incomplete address and was not able to ship the item. Make sure you follow through with the refund. Then make sure that you contact the customer both through convo and email to let them know that you had to cancel the order, issue the refund, and that it will be showing up on their credit card statement. Also let them know of the many times you had tried to contact them, and, if they still want the item they may still be able to get it. After that, don't worry about it anymore unless you hear back from them. After all, you will have done everything you could in this situation and gave them more than enough time to respond.

[Former_Member]

I don't know if you've done this but, I would email them. Sometimes they are better at checking their emails then Etsy convos.
You would still be out the money from fees but, if they don't get back to you I would understand.

[LaLindaArtStudio]

All fees except 20 cent listing fee get returned to you when you process the refund. At this point if you have contacted their e-mail already with no response I would go ahead and issue a refund, then cancel the order.

[RobertaValle]

OR, you could wait that the buyer decide to contact you about not receiving her items. So she will see your emails and messages and will provide you the info you need.
Then you will ship her order.
Since it was an international sale, probably she is still waiting and had no idea something was missing.

I would wait.

If you decide to cancel the sale, if it's within the 45 days you will get back the Paypal fees.
About Etsy fees, there is no limit of time to get them back.

[Former_Member]

I'd send an email. Unless they are a seller, usually people check their email more than their Etsy.

[PiecesOfMePaperCraft]

It's been over 6 weeks. I think you've been more than patient waiting for the buyer to respond. I'd refund and cancel the transaction. Hopefully after all this time you can still get your fees credited back to your account.

[CactusAndCoralInc]

Thank you all for your responses and advice. I really appreciate it :)

[TheFamilyJewelsWI]

What a beautiful name you have!
I would cancel the transaction.

[Former_Member]

I agree, you're within your rights to cancel. Personally, I would cancel and send one final email explaining why you canceled.

Best of luck :)