How to cancel and refund?

[ExquisiteGem]

Hi everyone,
A customer has had to return an item - her husband has suffered an accident :-(

I have the item and am looking at how to
a) cancel the sale
b) refund her money.
She paid via paypal.

When it's cancelled, will I also get refunded the commission paid to Etsy?
Thanks,
Majella

[ExquisiteGem]

Anyone here had to do that?

[heartsabustin]

To cancel the sale, go to the sold order and click on the receipt number - it's in the upper right hand corner of the sold item section.

You'll need to refund her money through PayPal first, then click on the blue Cancel Transaction - it will ask you some questions, you'll answer them. It'll take a couple of days for the transaction to cancel.

To refund through PayPal, go to the transaction, click on it, and there should be an option to Issue a Refund somewhere on the page.