How to fix an overcharge?

[SunnysSoulStones]

Good day!  I am selling items with a quantity discount.  The cost is $2.22 each or two for $3.33.  My customer was just charged $2.22 + $2.22 or $4.44.  As I have just started on Etsy this week and this is only my second order - I'm going to go out on a limb and assume I did something wrong.  Unfortunately, since "Listing preview doesn't accurately reflect price and quantity on variations" so I can't tell if my customer found a novel way to rip themselves off or if it's an issue on my end.  Any suggestions? 

[PillowDetails]

@SunnysSoulStones  OK - I see your crystal quartz stones have the Variation set up with a price variation as well as a quantity.  The Buyer could have chosen ONE quantity of two to get the bulk discount, but instead selected Two quantities of one.  You didn't really do anything wrong setting up the Variation.  I guess you could edit the Variation and check that tiny box "Quantities vary" - and it will default to one for each of the groupings, then relist that Variation option as it sells out.   Maybe others have a better way to do what you want.  You can always refund the difference to your Buyer.

[SunnysSoulStones]

Wow!  Thank you so much!  We are beyond grateful for your willingness to check out the listing and get back to us; that was very kind of you!   I thought I did mark 'quantities vary' but I'm going to go double check right now.  Again, thank you!

[Adorabilities]

Your customer probably selected the variation "1 for $2.22" and changed the quantity box to 2. (Instead of choosing "2 for $3.33" and keeping the quantity box at 1.)

You can refund the difference using the dashboard on a browser. You can't do partial refunds on the app.

[PillowDetails]

How would they get around that in the future, though?  It's set up correctly as it is.  It's probably obvious, but I can't see how right now!

[Adorabilities]

I don't think it's possible, unless the OP always kept the quantity at 1 and manually renewed after each sale.

You'd think the buyer would have noticed it, since they had to choose one of the variations.

[NanaLetha]

You have it set up as $2.22 for one. That means for each item added to the cart, the buyer gets charged $2.22. You will have to set up variations for it to work the way you want.

[SunnysSoulStones]

NanaLetha: I thought  I understood but now I'm uncertain.  My variation has both the 'prices vary' and 'quantities vary' boxes checked.  The variation is called 'Choose how Many' and has the options: 1, 2, 3, 5, 10, 15, and 20.  Not sure how to fix this.

Adorabilities: I went to dashboard (within the shop manager) and it tells me how many total views, visits, etc. but can't see where or how I would offer a refund.  Could you provide a little more guidance please?

Thank you to everyone for responding - I'm blown away by the willingness to help!

[Adorabilities]

@SunnysSoulStones 
Sorry, I meant the general Shop Manager, not the Dashboard section. Go into Orders, and you'll see three dots toward the bottom right corner of your order. Click on "refund," and you'll see how to enter exactly how much you'd like to refund.

[NanaLetha]

You will have to set the quantity at 1 with variations such as one for $2.22, two for $3.33, etc. 

[SunnysSoulStones]

I'm in variations right now.  Under variation "Choose how Many' it says (from right to left) options, price and quantity.  Under options (top to bottom) it says: 1, 2, 3, 5, 10, 15, 20.  Under price it says: $2.22 (next to option 1), $3.33 (next to option 2) $4.44, $5.77, $7.77, $9.99, and finally $12.77.  Under Quantity I've listed the number of each quantity I have in inventory.

Isn't this how to do what you've suggested?  i.e. one for $2.22, two for $3.33, etc.

[TheCozyHoneycomb]

The OP does have it set up this way. The buyer just chose the one for $2.22 variation and added a quantity of two. 

[Adorabilities · Accepted solution]

If you want to force (in a nice way) someone to use the discounted price, you need to keep your variations as they are now named, but make the entire listing's quantity 1.

I think what you've done is set up your variations with individual quantities, so that you have:
1 set of 1
2 sets of 2 (total of 4)
3 sets of 3 (total of 9)

If you keep the listing's quantity at 1, there's no way the customer can misunderstand the quantity variation box. 

[Adorabilities]

Adding... I don't think it would be very common for someone to misunderstand the variations as you've listed them now, though.

If I was buying "2 for $3.33" and then changed the quantity to 2, I would notice that my price immediately went up to $6.66, and I would re-read the variations.

[SunnysSoulStones]

Thank you so much Adorabilities!  Got it!  I did go to refund the $1.11 difference but it won't let me.  I think I may have to click on one of the two boxes at the top which are: "Issue a full refund" or "Cancel order". That's all I can think of that could be causing the issue I'm having.  I keep entering "$1.11" into the 'Amount to refund" box but when I then click on 'Review Refund' it deletes the $1.11 I put in the 'Amount to refund" box and gives me a message, "Wait, you must enter an amount to refund."  I'm starting to think Etsy does this just to mess with us autistic folks...

[CappuccinoLace]

You can only do a full refund on the app.

Use a browser.

[NanaLetha]

@SunnysSoulStones  Don’t use the app when refunding.