Is Etsy refunding with credit now?

[TheCreativeHearth]

Is Etsy refunding with credit now?

My buyer was refunded with Etsy credit instead of money going back on her card when her order went missing in the post. I am the one who issued the refund, yet she got credit instead. Is this a new policy or something? Was there an announcement that I missed?

[cindylouwho2 · Accepted solution]

yes, you missed an announcement. See item 5: https://community.etsy.com/t5/Announcements/Etsy-Updates-5-things-to-know-for-September-2024/m-p/146...

[TheCreativeHearth]

Thank you, I did miss that!

I think the test must be having a glitch. As my customer did not want credit and it definitely was not in any message to me. I will get her to contact Etsy support.

[cindylouwho2]

@TheCreativeHearth there have been a few other reports of this. It's being tested, so the bugs apparently haven't been worked out. 

[HeavenlyGarmentsUnl]

I refunded this customer her money but its not showing up on her card. But says in (regular email refund given) Is there a reason why?

[BagmakerSupply]

@HeavenlyGarmentsUnl: 'If a buyer contacts you to inquire about the status of their refund once it's been issued, please direct them to contact Etsy Support.' per https://help.etsy.com/hc/en-us/articles/360002089188-How-to-Issue-a-Full-or-Partial-Refund-For-an-Or...

You can also point the buyer to https://help.etsy.com/hc/en-us/articles/115015440587-I-Can-t-Find-My-Refund-for-an-Order?

Once a shop has processed a refund only Etsy can help.

[MouseGarden]

I was under the impression the customer has a time period of 48 hours (?) where they can choose a refund or a credit.  So she must have chosen credit.

https://community.etsy.com/t5/All-Things-Finance/WHY-ETSY-WHY-Store-Credit-What-the-HELL/td-p/146800...

[TheBeautyOfAllThings]

@MouseGarden There's definitely a glitch still in the system. She may not have been offered the choice. 

I contacted a seller about a missing item from my order this week. They issued a refund (I'd asked for a replacement but they were out of stock). The refund went to Etsy Credit instead of my original payment method, and I was not asked at any point how I wanted the refund.

However, it looks like I've selected "Etsy Credit" when I look back at my "message to seller", but I was never given the option .

This is what the start of my message to the seller looks like:

You need help with: My order hasn't arrived

Your ideal resolution: replace

Preferred refund method: Etsy credit (which I did NOT select because this last question never appeared on my end).

So to the seller and to Etsy help (who I contacted to contest this) it looks like I'd specified I wanted Etsy Credit. I DID NOT!!!!

[YesteryearDollShop]

Is possible that ppl misinterpret the 'etsy credit' option as meaning 'credit card'. They should clarify and state 'refund to original payment method' or 'etsy account credit toward future purchase'. 

[PinkBirdCottage]

Definitely don’t assume “they must have chosen credit.”  I think this is working EXACTLY as Etsy intended. More stress on sellers. 

[EpiclesisConsulting]

@PinkBirdCottage 

I think that's very possible, unfortunately. And if so, it's theft, pure and simple.

Trish O'Connor

Owner, Epiclesis Consulting LLC

[LeLightFantastique]

Theoretically, if they got Etsy credit, it's because they asked for it BUT in reality if they got credit when they never got a choice it's because Etsy is testing yet another new feature with glitches. 

[AutumnHollowStudio]

This is the 2nd thread I have seen today about this... perfect timing for holiday shopping season to add to the stress of unrealistic expectations for transit times with shipping.

[PartyHappier]

Any resolution? I requested a replacement for an inaccurate item. The seller told me they would refund me instead, but then I got Etsy credit when I would have wanted a true refund. I never selected Etsy credit.

[ThePurplePuppy]

Well, I have a load of fabric I want to buy but am afraid to even do so. If it somehow does not arrive or some other disaster I haven't a shread of hope that I would get an actual refund.  Wonder how much money Etsy is managing to hold due to this goofup--and if they even care how many like me are just refusing to buy.

[AudaciousAttire]

Etsy again rolling out something that doesn't work, that no one asked for. 

[EpiclesisConsulting]

Preposterous change even if it were working right. There is rarely reason for someone to actively prefer a credit over money, because they can always use the money to buy on Etsy.

Well, credit could come in more handy than cash for money laundering. But in general, cash refunds are surely greatly preferred.

By customers, that is. Our customers. With this "glitch," Etsy is cheating our customers.

Trish O'Connor

Owner, Epiclesis Consulting LLC

[GielDesigns]

If you don't make a choice at all it also defaults to credit.

I contacted a seller because my order was shipped but then the tracking number was cancelled. I just wanted to ask a question so I didn't check a box for the refund. When I looked at my request, it said the preferred refund was Etsy credit.

[PartyHappier]

I posted last night because I was given credit instead of money back. I had asked for a replacement, which provides no option to select the refund type since that’s not what I as asking for. The seller automatically refunded me since they didn’t have another option in stock, and it was applied as credit. I never even knew this because I didn’t even get an email or anything about a refund; the seller ended up telling me they refunded me already.

When I went into the order, I saw the credit and was confused because I admittedly didn’t know that was a thing. I looked back at my help request message, and it showed “Etsy Credit” as my preferred refund type, even though I’d never selected that.

I contacted Etsy support about this, and they originally told me that because I selected Etsy credit, that this was non-reversible and that I could use that money for anything on Etsy. When I explained that I never selected that (ie, If you go to request help from the seller and select refund as your ideal resolution, you can choose the refund type, but if you choose replacement, there is no such option), they budged and refunded me to my original payment method. What I don’t like is that I was originally told there was nothing they could do about me “selecting” Etsy credit. It’s clear that they can change it since I was eventually refunded, so that felt misleading, especially when it’s their own system that forced that option rather than me choosing it. I don’t like this idea at all, because I feel like we can end up with bad reviews if this happens to our buyers. Nothing bothers me more than Etsy creating a problem and us having to respond with, “I don’t have control over that; please contact Etsy.” Making more work for a buyer is never a good thing. I often refund people a little bit if they paid more in shipping, so if I do that now without them requesting it, will it automatically be credit? I just don’t like this at all.

[GielDesigns]

@PartyHappier 

"I often refund people a little bit if they paid more in shipping, so if I do that now without them requesting it, will it automatically be credit?

Excellent question!

I sometimes refund shipping charges too. Will that now automatically be an Etsy credit? When the buyer has no option to choose a refund method?

ETA: Just asked the chat bot. It said:

"When you refund shipping charges to a buyer, it will be issued back to their original payment method, not as Etsy credit. This is done through Etsy Payments, provided it's within 180 days of the payment being processed."

[Liamore]

My first thought is that etsy is doing this to make as much money as possible, so that the customer can use it here anyway.The customer has to spend that money here, and not on another platform...

[LIZZYLYONS]

The problem is huge, 

I had a customer whom is an ongoing loyal customer bought a ring and it was a bit tight, she sent it back to me, i refunded, i had already had a  deposit out into the bank that day, what usually happens then is my debit card is charged and it covers the refund, the shock then to see, that my card is debited and so is my shop account leaving me instead of £300 for the refund i now have £600 out there fore two days, a negative balance in my shop account,   my customer had not asked for a refund, through a help request she asked me she sent the ring back i refunded, but in the midst of this once i hit that button to refund, i received no information no explanation, only after days that my buyer has to pick an option, and the reason that im debited from both is that they hold the money from my bank until she decides they do the refund then credit back my shop account, i got a call back from an agent he agreed this is not ideal, as my buyer is now away i have text her with a screen shot of the refund, she hasnt had the money, as she is not looked at her emails, until she gets back, etsy say its automatically done back to their original payment method after 48 hours.

He said it should not have happened this way, but as its new there are hiccups, so meanwhile my account is negative and this will probably effect my views etc.

i am so shocked by it, its the second customer, another one simply asked me when will my item ship they offered her a refund with a credit.

this is definately not in the sellers best interest, i thought it was myself selling and dealing with customers and building a customer base, but it seems not, there are ten threads about this just today, i informed the agent of this, as only one annoucement appeared for it, and from that it seems its if your customer requests or has a help request or case, its actually not its for any reason, like when will my item ship.

so now im stuck and hoping it resolves itself tomorrow, but i will from now only be selling low value items as i cant believe that can happen to me when im dealing with my customer whom i have served for 13 years on etsy. btw she has not knowledge till i told her that i have issued the refund, as she hadnt looked at her email,it did not show on her account either,

[TheGlassRainbowShop]

This is still going on. I want to refund a customer but she says she has no choice but to receive a credit. She's not happy. I wouldn't be either.

[PinkBirdCottage]

Tell your customer that this is a recent issue on Etsy and she should contact Etsy and Etsy WILL give her back her money if she demands it. Make sure she knows it’s out of your hands and you support her. 

[BodyArchitecture]

I had an order cancelled by the seller because they're no longer shipping to Canada. Etsy then only gave me a credit even though I never ever authorized that because once the seller said they couldn't ship to me,  I bought elsewhere... now I have a credit I can't use and my CC on dispute (so funds held for a month).... I smell a lawsuit from people who never initiated the cancellation, then being given credit rather than a CC refund