Cancelled order stays open

[BloemLinen]

Hello,

I have cancelled an order and the refund is done. 
For some odd reason 0.49$ is not refunded (order from Switzerland, conversion?) and now the order stays open and has to be shipped at the latest on Feb 10.
I've tried to cancel about 3 more times but nothing happens. Also, I have received a notification about the refund but no email about the cancellation.

[dippeldiundscribble]

@BloemLinen 

You can try to refund the 0.49$ via „Refund“. Make sure to check "Issue a full refund" and "Cancel Order".

[BloemLinen]

@dippeldiundscribble 

Sadly that doesn't work. There is nothing left to refund according to the refund 'form'.
And when I look at the invoice, it says 'Partially refunded' and 0.49$ open. 

Hopefully I can get in touch with Etsy. 

[BloemLinen]

Upping this issue. 

I need help, the cancelled and refunded order stays in my sold order list and has to be shipped. 
The chat didn't help. I was cut off. 

[mommawhazelsquilts]

Are you actually using the CANCEL button.  Refunding alone does not cancel.

[BloemLinen]

@mommawhazelsquilts 

Yes, I used that button about 6 times by now. 
Every time it says the order is cancelled, but it isn't. Normally an order is marked as cancelled after cancellation and then disappears to the completed list but strangely it now doesn't. And I think it is because the 0.49$ is not refunded. No idea why because I marked the 'Issue full refund', but as said, I assume it is a conversion rate because it is an order from Switzerland.
I had someone at the Etsy chat but when it becomes to complicated, the chat gets cut off.

In the past posting in the Technical issues forum usually meant you received help from Etsy Tech. But maybe that isn't anymore? 

[ArtDollsbyJD]

Are you canceling the whole order using cancel and refund?  Or did you do both separately?  

Contact Etsy via email using Contact us under Help. 

Try to see if you can extend the shipping date until you get this fixed.

[BloemLinen]

@ArtDollsbyJD 

The customer purchased a physical skirt and a digital file. 
I cancelled the skirt only. 
Because it then said I have to ship before Feb 10, I already figured something would go wrong, so I also refunded the digital file. And voilà, 49 cents stays open and this is why the order isn't cancelled, even though I clicked that button 6 times. Hopefully the customer hasn't received 6 emails... 
If I try to refund the 49 cents, the refund page says there is nothing to refund. While the invoice says 49 cents isn't refunded.

I will, as you suggest, move the shipping date until this is fixed.
Thanks! 

[SVGRox]

Contact Etsy via social media and complain about being cut off on Chat. Only Etsy support can fix this

[ArtDollsbyJD]

@SVGRox   That won't help.  There are some things Chat cannot do and this one of them.  

[LynnsLittleShop]

Can you try emailing them with this link?

Submit a request – Etsy

[BloemLinen]

No, only chat. 
Thanks.