Refund after making product

[AlThibo]

Hi

i hope you are well.

a customer ordered a candle  and cancelled it.

i made the product yesterday and was about to send it today. I thoughts it was not possible to cancel the order how that happening ?

Also, this customer in first try to order but his payment was not processed and he order the second time and his payment works but then he cancelled it?

Is there a problem somewhere ?

Thank you so much for your answer 

[FeltOnTheFly]

Buyers can't cancel orders.  The buyer would have had to contact you to tell you that they wanted to cancel.  And then you would have had to cancel and refund from the order page.

[AnniebelloPaper · Accepted solution]

As said above, buyers can't cancel. They can only request a cancellation. If the order has disappeared from your page, it's likely Etsy cancelled it. This could be for any number of reasons but you should probably consider yourself lucky as it was probably a suspicious transaction. If the first time he tried, it didn't work, that's a possible red flag.

[TheVintagePineapple]

There was something wrong with the buyer's payment and Etsy cancelled the order, not the buyer.  Luckily, you didn't mail the order out before it was cancelled.

[BagmakerSupply]

@AlThibo: As mentioned, Etsy may have cancelled it - the order should be on your Orders And Shipping page in the completed tab with a notation that it was cancelled. If Etsy cancelled they are not allowed to tell you why for legal and privacy reasons.

[AlThibo]

Thank you for all your answer. Indeed I am lucky and grateful to haven’t send it.

thank you again