Refund not going threw

[JoycesGiftCottage]

I had an order and the lady got the items but one part was bad.  She wants a partial refund.  I tried to fill it out to refund her but it said to check my credit card or check my bank because the refund did not go through.  My card is up to date, so now what do I do.  My bank is not open today.

[NanaLetha]

Make sure you are using a browser and not the app. Your bank being open or closed has nothing to do with issuing a refund.

[JoycesGiftCottage]

I am using a browser.

[LoonMtEmbroidnCrafts]

Be careful. Check your account and see if it did go through. Since Etsy changed it all, I ended up giving 2 refunds lately instead of one. I thought it didn't go through, and it actually did- twice!  So if it didn't, you just wait until tomorrow when the bank opens and you can check out the issue.

[LeLightFantastique]

That's happened to me before too.

[JoycesGiftCottage]

Thank you for the info.

[CarpetCollectionAU]

The Refund Process for "partial" refunds has been glitching ever since Etsy implemented the choice between "Etsy Credit or Money Back to CC" option for Buyers. Buyers have 48 hours to choose between the two. It seems that something in the "coding" for this process is causing a delay on the Refund Page actually showing that the Refund has been processed from the Seller's end. But, if you close out that Page and come back later, you will probably find that the Refund had, in fact, processed. It is then up to the Buyer to advise Etsy if they esnt the money if=r a credit.

But, there may be a second issue. If the Buyer has changed or cancelled their CC, then there is nowhere for the money to go. You can ask the Buyer if the CC is current and active.

Lastly, whilst the automated notifications are not always accurate (who knows why?) it is entirely possible that your own CC is expired or incorrectly entered into the Finances page. Triple check your CC numbers to make sure you have not tranposed or omitted any numbers. This is the CC on file use for Refunds, not the Bank Account used for Deposits.

[JoycesGiftCottage]

I only have one CC on file as I have for years and never had a problem with refunds.  From what I understand you are saying I'm suppose to have two CC's one for refunds and one for deposits. Am I correct?

[JoycesGiftCottage]

Okay I just checked and my CC for refunds is there and it is up to date.  Thank you.

[CarpetCollectionAU]

@JoycesGiftCottage No. Under Finances > Payment Settings you have Payment Methods which is where you enter your Bank Account for Deposits. Then you have Billing which is where you enter your CC for Refunds and Etsy Fees

[DeuxMeus]

It sounds really frustrating to deal with a refund issue, especially when your customer is waiting. Since your bank is closed today, I recommend checking your bank account online or through your banking app to see if there’s any indication of the refund attempt. You could also reach out to your payment processor or platform's customer support for guidance on what to do next. If they can confirm that the refund process has been initiated and there's an issue, they may be able to assist you further. Hopefully, you can resolve this quickly for both yourself and the customer! Good luck!

[CarpetCollectionAU]

@DeuxMeus Refunds do not come from the Bank Account. Etsy has no access to this. Refunds come from the CC on file.

In addition, it is Etsy's Payment Processor, not the Seller's, which processes the fund transfer. The OP has no access to Etsy's Payment Processor/s.

Etsy Customer Support will see the same thing as the Seller. They have no access to the Payment Processor. That is handled by a "specialist team".

[DeuxMeus]

@CarpetCollectionAU

Thank you for clarifying that. Let’s hope the OP gets this sorted out soon!

[JoycesGiftCottage]

I checked everything and my accounts and CC are all good.  I also checked if it came up after I closed out Etsy and waited for about an hour and the refund still did not come threw.  I did try to do it again so hope it didn't refund again.  Will try tomorrow.Thanks

[LynnsLittleShop]

A couple of months ago a seller wrote that he didn't think a refund went through and he kept doing it and refunded some outrageous amount like $500. Soooo it's best to do the refund and then look at your payment account to see if it did go through the first time.  

[CarpetCollectionAU]

@LynnsLittleShop A Seller cannot refund an amount greater than the amount paid. But a Seller intending to do a "partial" refund can, inadvertently, make multiple "partial" refunds if they do not notice that the original Refund has, in fact, gone through despite the Refund Page not updating correctly.

Always process the partial Refund, close this page, refresh the Shop and then check again. 

[JoycesGiftCottage]

I checked but did not see the refund.  I thought it wasn't working so I did the same thing and did it again.  That seller should be refunded by Etsy for the amount not meant to be refunded.  That's Etsy's fault for not fixing the problem.

[JoycesGiftCottage]

Etsy keeps updating new things, why don't they fix what's wrong.

[LynnsLittleShop]

@CarpetCollectionAU Yes, I'm sorry it must have been a partial refund. He sold furniture I think, so his sale was a higher amount.

[RustyCrustyRepurpose]

There’s another post in forums about this issue.