I canceled and refunded a sale and it is still showing up in my new orders

[whateverislovely]

Yesterday morning (1/6) I canceled an order and fully refunded. The money was taken out of my bank account yesterday. I never received an email from Etsy confirming that this transaction was canceled and money was refunded to buyer. So far I have not received any communication from Etsy regarding the transaction. The order has not moved from my new orders page and it still says it needs to ship today.  Just to confirm, I went into the transaction to try to cancel it again and it is indeed canceled. (FYI, I fully canceled and did just do a partial refund)

How long does it generally take for it to be removed from the open orders page? I'm concerned that this will trip something and affect my star seller status.

[whateverislovely]

Sorry, that should say I "didn't" do a partial refund

[VogueVixens]

Try rescheduling the shipping date, if there's a "glitch", it might work.

[whateverislovely]

Thanks. I just tried and so far nothing. It just updated my ship date to tomorrow. Hopefully the buyer didn't get an email. 

[VogueVixens]

That's weird, had you chosen a longer time when you rescheduled?

[UppNorthEh]

You didn't cancel.  You only refunded.  Go to the order and click on the three vertical dots and cancel will be there.   

Reading your post again and you say you fully refunded then in brackets you say you did a partial refund.  You can only cancel if you fully refund, not a partial refund.

[NoirVeda]

Thank You, this worked for me!

[PristinityJewelry]

The order is not canceled. You cannot cancel an order that was only partially refunded.

When you partially refund, it means a transaction still took place, an exchange of monies/product has still occured.

Did you refund the shipping/postage?  If not, it still counts as a transaction.

[Marpet3425]

Good to know about this wrinkle, especially in instances where an item is return to sender unopened.  

In such an instance, given a seller is out the shipping anyway, isn't is possible to do a 2step refund, then cancel, w/o refunding the shipping?

[CraftyCornishMaids]

no

you can only cancel, with a refund in full, including shipping

 - in many countries, it the only legal way anyway

[Marpet3425]

is that the case in the USA, as per what CornishMaid states of most countries?  Anyone US based who knows?

[VogueVixens]

It is possible to do a full refund, but not cancel, even though you thought you did. If you choose "refund" instead of "cancel", then you have to go in a SECOND time to do the cancellation.  

Etsy does have glitches though, did you try getting online support with CHAT? They can at least look at the order.

[CraftyCornishMaids]

1. did you fully refund, AND cancel?

2. if this was a sale to a usa buyer

they have 48 hours to decide whether they want an etsy store credit, or a refund to their payment method

there are reports here the order doesn't fully sort itself out, until they choose, or 48 hours, whichever is sooner

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