How do I open a support request?

[SooMilnerJewellery]

Hi all!

How can I open a support request please? I am a seller. I am at my wits end using 'Contact Etsy Support'. My problem is not covered and I need to speak/chat/email urgently. It keeps taking me in circles whatever option I try. I just want help as Etsy has cancelled an order and my buyer or myself have not cancelled it. The money has been refunded from my shop account, but the buyer has not received it back in their bank account. I simply do not know what to do!!! Help!!!

[ArtDollsbyJD]

If you don't have Chat which is on the dashboard, you need to use Contact us.

Etsy will not answer your question about a cancelled order.  They will talk only to your buyer.

THe order was cancelled because the payment processor had an issue with the credit card.

The buyer is invited to check with their bank/CC about the card or use another card.

[SooMilnerJewellery]

Thank you so much! I have found the chat box on the dashboard! I will try that!

[SooMilnerJewellery]

Thank you so much! I have found the chat box on the dashboard! I will try that

[DudleyandSprout]

There is a help tab at the top of this page.  When you enter a support email, do not open another one.  Just keep responding saying you need help.  Etsy support is famous for not being very helpful.  Just be persistent.  

[SooMilnerJewellery]

Thank you - I can't even get to the stage where I can open a request!! I just keep being taken in circles as there is no option for the problem I have! Is there a magic phrase I can type in to the search bar?

[BrooklynStVintage]

I think the buyer needs to contact Etsy, that is why there is no option. 

Here is what Etsy has for help,

https://help.etsy.com/hc/en-us/articles/115013375488-How-to-Contact-Etsy-Support

[SooMilnerJewellery]

Thank you - my buyer has not had a notification so I will try and contact her. I hope I've not been hacked..... 

[BaggieAggie]

There is no point in contacting Etsy - they will not and cannot discuss this with you due to strict data protection laws. They can only discuss this with your buyer, so tell your buyer to contact them.

[SooMilnerJewellery]

Thank you - my buyer has not been notified, and the money has not been refunded to her either. I will try and contact her...

[BaggieAggie]

If the money has left your account, the refund has been actioned and your buyer notified. When the customer can expect to receive it depends on when and how they paid. It will never be instant if that is what the customer is expecting. Debit card refunds can take up to 7 days, and credit card refunds can take anything up to 30 days to appear on a cc statement as it depends on their billing cycle. This is standard practice across the banking world.

[Pyramidappareldesign]

Word of advice, stay away from all questions about money collected or refunded. Always direct questions about payment from your customer by simply stating; please contact Etsy as I have no control over credit card charges.