Refund of digital good?

[Ilseax]

Hey Forums - I’m sorry if I’m on the wrong page, I’m really bad at navigating around here (bare with me please).

I sell digital products (stamps for interior to use in the drawing app ‘Procreate’). These should be non refundable, according to Etsy. Never had an issue, until this morning I got an email saying Etsy gave a refund to someone because of an ‘Unauthorised Purchase’ (I think meaning; money was used that wasn’t allowed by the owner, or something similar). 
I read on here what this could be. If it was someone actually stealing someone’s creditcard to buy these with - I don’t mind this refund happened, of course. Free stamps once I guess. However, we’re talking about roughly €12 - so, why would anyone..? More importantly, I can see the stamps were downloaded. If you know anything about the art community, theft is a pretty big thing, so I am a little weary about anything related to art and possible theft in the same sentence.

To make sure no one uses this alternative route around the ‘no refund policy’ (kind of crazy this can happen, no?) I’d like to know if there’s anything I can do, even if its preventative for future cases. Or maybe someone can tell me what this actually means. Because it appears Etsy did the refund? Or did someone ask for it?

Advice? :’)

Thank you!

[CraftyCornishMaids · Accepted solution]

It's only non-refundable for change of mind returns.

It can still be refunded for not as described, or unauthorised purchase.

If they had already downloaded it, when etsy refunded for unauthorised purchase from you, open a call log, and appeal

[Ilseax]

Thanks a lot for the info

I chatted with the Support chat and after looking at the order they immediately refunded the money to my payment account.

thanks again!

[CraftyCornishMaids]

That's great

[PrairieCrocusStudio]

This same scenario recently happened to me. Etsy refunded from my account a downloaded pattern due to suspected unauthorized purchase.
It is good to know that Etsy refunded you when you appealed. I have not yet tried to appeal. 

[OohLookItsARabbit]

I just had this happen to me for the second time. I got my money back after a protracted fight with Etsy the first time. I am weary of having to do this again. This needs to stop.