Cancelling a customer order

[BiniChohanJewellery]

Hi,

Long time lurker, first time poster  

I need to cancel a new order, which I have attempted to do on my sold orders page. When I click cancel order, it takes me to a summary page detailing the product, the amount to be refunded and a box where I can add a note to the buyer. But when I confirm the cancellation, an error comes up at the top of the page saying "Looks like your cancellation won't go through. Please try again or contact Etsy Support."

I understand this to mean the cancellation was unsuccessful, as well as the refund.

But... I have now noticed that when I go to cancel the order again, it's saying there's 0.00 amount to refund, the order itself is showing as fully refunded on my orders page, the order in the Sell on Etsy app says "cancellation pending" but it's still showing in my new orders on both the app and my laptop.

Have I done something wrong, or will the cancelled order eventually move out of my new orders? Or do I have to archive it myself? Just to add, the option to cancel this order is still there even though it's saying it's fully refunded, and when I try to cancel the order in an attempt to get it out of my new orders, the error appears again. There is no option to cancel on the app either so I feel like I'm going around in circles lol... Help please!

TIA,

B x

[NostalgieCT]

I wonder if Etsy cancelled the order themselves before you got to it. I'd wait a few hours and see what happens. If you can't resolve a technical glitch try logging out, emptying caches, dumping cookies and reopening Etsy to see if that cleared things up.

[BiniChohanJewellery]

Thanks, I'll give that a try

It's me that needs to cancel the order due to being unable to fulfil it (I sell via my own website too but hadn't updated availability on my listing on here when the item went out of stock on my site, rookie error), so I don't think it's a case of Etsy cancelling the order before me.

It's likely just a caching error like you've suggested. I'll try clearing out and logging back in and see if that helps! Thank you

[BiniChohanJewellery]

Update::

So after logging out, clearing my cache and cookies etc, logging back in and attempting to cancel and refund the order, I'm still unable to do it.

Within the order on the sellers app, there's record of about 10 refunds but none of them have been successful it seems. When I go to my finances within the app, it shows a record of this customers order coming in (they paid with etsy payments) but it also says "Not eligible for refund to buyer"

Errrm... *Insert confused emoji here* ... Does anyone know why this is? I cannot physically fulfil this order within any decent time frame, hence needing to cancel and refund it. But if they're not eligible for a refund then how can I cancel their order and ensure they get their money back? I don't want to keep the customer waiting a crazy unknown amount of time and end up with a bad review (not to mention they'll probably want to cancel and refund due to the lead time).

Can anyone help with this please as I feel like I'm stuck between a rock and a hard place

// FURTHER UPDATE //

Turns out my bank details had expired and needed updating. All sorted and refunded now but what a journey haha! *face palm*

[ChillwolfArt]

@BiniChohanJewellery 

I'm glad everything worked out for you.  I was confused and didn't have anything helpful to add after reading your post. Then I saw your last sentence; that everything is now sorted out.  Happy ending:)