Potential bug with refund processing system

[SandrinesCreations]

I just wanted to warn sellers in case you have to refund your customers.

I always had issues getting the final screen telling me to confirm the refund on Chrome, so I was doing it on Firefox and it was fine... until last Wednesday.

The final page wasn't loading, and I never got the email to confirm the partial refund.

I've contacted CS, because of this bug, and also because the amount refunded by Etsy to the customer was slightly different.

CS told me that the tax has been added to the refund - I refunded the postage cost to combine 2 orders going to the same customer, so ok fair enough. For the bug, he said that they are waiting for the customer to get back to them to choose which payment method she prefers to receive the refund, and that I will receive the email in 24 hours max... Friday... still nothing.

And I feel like my payment account is not right...but for this last point, maybe it's just me. I remember there was a bug once, the refund amounts were totally wrong and the last page stayed blank, and I wasn't the only one to report it.

So basically, report if you notice anything wrong, and double check your transactions in your account!

[SugarTaffySoap]

@SandrinesCreations  Can't you look in your shop manager dashboard > Finance > Payment Account > Activity Summary to see what fees were credited or deducted along with how much was refunded?

[SandrinesCreations]

Yes but it's a mess, there are many lines and they also debited my bank account for a little amount, as there wasn't enough to take from my Etsy credit... I had 2 other orders, so for me, enough money to get the fees deducted and a bit left after that...

[LynnsLittleShop]

Someone else wrote about this and said the same thing, you won't get some of the fees back until the customer decides how they want their refund. I'm not sure it makes sense to me but she checked her activity account when she did it and then a few days later and all were fees were refunded, now that I've written this I think hers was a full refund and not just for the postage for a second item.  

[ArtDollsbyJD]

The buyer has to choose method of refund so you won't get fees back and funds for the refund will be on hold until the buyer chooses.

I use Edge mostly.  I have a strong dislike of Firefox.  Chrome is always my second choice.  All browsers are making changes including security changes such as verification processes.  It could be your computer is not handling that well. The more they add things, the easier it is for things to slow down or halt.

Once the buyer decides, you will get your fees back. Taxes you never had so that is on Etsy to refund.  

[LeLightFantastique]

I often refund shipping and posted here some time ago as I wasn't being refunded my fees in full. Other sellers explained why.  This is because since Etsy introuced their 'brilliant' new system of letting the buyer choose within 48 hours how they want to be refunded, the transaction part of the fee (and it's 20% tax) is not refunded to the seller for up to 48 hours later.

[SandrinesCreations]

Thank you everyone for your feedback, I didn't know about their system, CS didn't explain this clearly to me. I will wait and have a proper look at everything at the end of the month. I will also try another browser next time.