Help with cancelled item

[ManmadeKnitting]

I had to cancel an item which was sold due to error by me. I refunded the lady however it's still saying not been dispatched. I'm not sure what I need to do. I thought it would clear after a few days from what I've read.

Can anyone help me with this please.
Thank you

[SageNThymeDesigns]

cancelling a sale is a two step process. First you must issue a full refund- either through Etsy if paid by Direct Checkout, or via Paypal if that method was used for payment. Then you must cancel the sale through Etsy. When this step happens the sale will be highlighted in pink in your Orders record. It takes a few days for the canceled sale to be fully removed from your Order record.

When the sale has been officially canceled you will no longer have any record of the sale (a change from the past unfortunately), so I would recommend copying the info to save for your records- just in case.

[ManmadeKnitting]

Thank you Joanne , Cancel sale through Etsy? Sorry i'm not sure what you mean. I've refunded the lady.

[ManmadeKnitting]

I cancel the sale through Etsy and refunded the lady or Etsy did. It never turned pink and it's still saying it need to be sent.

[SageNThymeDesigns]

There are two steps, first you (not Etsy) must initiate a full refund. Click on the receipt number and select "issue refund" from the manage order drop down button. Once the refund has been issued you must go back into the order and select "cancel transaction" from the manage order section. It will ask you questions: did you issue a refund, did you contact the seller, select a reason, etc. Once you have completed BOTH steps then the order should eventually appear highlighted in pink in your open orders section.

At this point it does take Etsy a few business days to fully remove the order from your order open section. If you've already done this and it's not gone yet, Etsy may be a little delayed with all of the Holidays and high sales volume right now. If there's still a challenge you will need to contact Etsy directly about cancelling your order.

If you've issued a refund and not canceled the order, the customer can still leave a review.

[ManmadeKnitting]

Thank you Joanne I've done all of that and still no go, I've written to Etsy and now waiting.

[fishcouple]

My canceled/fully refunded orders are also stacking in my order file. I don't know what to do with them. Please share what Etsy asks you to do. Thanks!