Partial refund for order not going through

[Dewdropsdreams]

I have a customer who wanted me to exchange a pair of earrings for a smaller pair so I am trying to refund her the difference. I've been trying to do that for the past few days but the screen just greys out and doesn't process the refund. (I have done this many times before, this is the first time I'm having this issue). I am using the Chrome browser, so not using the app. Is anyone else having this issue or can someone in Etsy help please?
TIA

[NanaLetha]

Use a browser and not the app

[Dewdropsdreams]

Thank you, yes, I am on my desktop using the Chrome browser

[TheArtfulTwig]

@Dewdropsdreams On your completed order page, at the top of the page it says "more actions," and from the pull down menu you are choosing "refund," and it won't let you enter a custom amount?  That's the way I usually adjust an order.

It would probably be best anyway to fully refund the original order, and have the buyer purchase a new listing for the smaller earrings. That way, there is no potential for the buyer to say the item they receive is "not as described," and having Etsy issue a refund from your account.  With a repeat buyer I might consider doing a swap as you described, but it's a risk these days in the new PPP world on Etsy.  

[JuhiJewelryDesigns]

Yes, it's not letting me create a custom amount, or even a complete refund for that matter

The screen just hangs, not sure if it's a problem with my desktop, if no one else is facing this issue.

[ThePurplePuppy]

@JuhiJewelryDesigns 

Can you try an different browser--or do the oldie "clear your cache".  And then try.

[audreytherese · Accepted solution]

Have you tried clearing the cookies or using a different browser?

[Dewdropsdreams]

You were absolutely right, it wasn't working on Chrome but went right through on Microsoft Edge! Thank you so much for your help!