Fees on failed transactions

[SewWhoAreYou]

Twice in the last month, I've been charged fees for transactions that did not complete. I do not have the transaction in my open or completed orders. When I search for the transaction number, nothing is found. However, I'm being charged the sales fees and relisting fees and associated VAT for all of this. I've had to report it each time and Etsy has claimed that this glitch has been fixed.

The second time I reported this issue, I was not corrected refunded ALL the fees and I'm having to baby sit the "finance team" through the problem. 

[TBQSC]

I'm sorry that is happening to you; I'm sure it's very frustrating! I don't have an answer (sorry) except to keep contacting Etsy about it ... obviously it's not fixed if it keeps happening.  Hopefully it's fully resolved soon!

[ArtDollsbyJD]

Do you have this information written out?  If so, post the information to Etsy via Contact us, via a financial link and use email only.  DO not do phone or chat.  Tell them the phantom order number that was cancelled did not see a return of funds.  Detail this for one of the phantom orders.  Firmly, yet politely, (honey goes a longer way than vinegar though you have a right to be mad) tell the problem keeps reoccurring.  The computer glitch has not been fixed. 

You may need to send the email again if at first it only gets the canned response.  Make sure to keep it simple and just the facts in detail.  Sometimes it takes laying things out very simply to get Etsy to realize there is a problem.

Good luck.    

[SewWhoAreYou]

Oh yes, this is all down in writing. I'm really cross that it's able to happen and then additionally, I have to tell them how their fees work! All correspondence has been all facts and no feelings!

Is this forum to alert other shop owners of Etsy problems or for Etsy to read and take action? 

[BootifulLabels]

If a transaction fails after initially clearing, Etsy reverses the transaction.  You will still see the original fee charges, but you should also see corresponding fee credits for each of these.  If you are not seeing the credits, you will need to contact Etsy. These forums are member to member, Etsy staff will occasionally respond but rarely with a solution, the forums are not meant to replace the Support Request system.