Submit Cancellation button grayed-out on Refund page 2

[MeatStain]

Has anyone been having issues with the Refund Order Cancellation page 2?

We will open the order, click Refund with the circle arrow icon.

On page 1 we pick the reason for refund, check the 2 boxes 'Issue Full Refund' and 'Cancel order'.

Confirm, review and submit refund.

On page 2 of the refund is the Cancel Transaction where you select the Transaction number, the reason for cancellation, and whether you have sent emails to the buyer. When I click Submit Cancellation it all goes wrong.

A pink bar pops up asking if the buyer is returning anything to me, and grays-out the submit cancellation.

There is no way to go back. Page 1 is where you select whether the buyer is returning any items, and there is nowhere on page 2 to fix what they want fixed.

If you go back to the new order queue, the item is marked 'Fully Refunded' & 'Ship Now'.

If I use the other cancellation (not refund) page the buyer can leave a review for an item we agreed to cancel and they have been refunded.

Anyone else having this issue? 

[Amaradorn]

Dunno, but I don't remember having to select the transaction number. Perhaps they've updated it recently.

Sounds like it refunded but didn't cancel. Maybe try just cancelling now.

[MeatStain]

The transaction is automatically selected on the 2nd page with a pic of the item etc.

If i cancel it using the Cancel button with the X icon next to it, the buyer will be able to leave a review for an item we agreed to cancel.

[PillowDetails]

Use the three dots and select "Cancel" - it refunds in one step.  I know the Help Center article still says the Buyer has 48 hours to leave a review, but I have seen myself, as a Buyer, and others have as well - this one-step Cancel option leaves no option for the Buyer to give feedback.

[MeatStain]

We will try what you suggest.

As far as I know the Refund page was the only way to avoid a Cancellation + Review Period, so maybe this has changed recently?

[CarpetCollectionAU]

@MeatStain It is the other way around. For a Full Refund and Cancellation, use the X Cancel function. This cancels and refunds at the same time and the Review Window does not open.

The Refund function is only used for partial refunds which cannot be cancelled as there was still a transaction,

[CarpetCollectionAU]

@MeatStain and @WitticismsRus The 48 hour period used to be the time it took for a Cancellation to process. Sometime last year (I think) Etsy implemented instand Cancellations using the One Step process. As the Cancellation using this process is now instant, the 48 hours no loner applies.

It was never something offered to a Buyer. It was a consequence of the fact that Cancellations were not instant. Now, using x Cancel, they are.

[CarpetCollectionAU]

@MeatStain Are your trying to cancel using a PC/Browser or the APP?  I do not use the APP, but many functions just do not work. Try using a PC/Browser to Cancel.

[MeatStain]

We were using chrome on a Mac and PC and spent several hours troubleshooting the issue with Etsy help this morning. We logged out, logged in, closed browser, did everything.

[CarpetCollectionAU]

@MeatStain If you Refunded using the Refund Function, the Order still remains, even if the Refund was 100%.

You need to Cancel as well.

It is probably too late now to avoid the 48 hour Review Window, but, if the Buyer was happy with the outcome you should not have to worry.

[MeatStain]

When you click the cancel button with the X icon, a message at the top of the cancel page says the buyer has a 48 hour review period. 

@PillowDetails said it's the opposite, but we have been doing it through the Refund Page the entire time and it worked until recently.

[MeatStain]

I am insistent that I have never used the Cancel Order one-click Button because of the review window.

[CarpetCollectionAU]

@MeatStain Please be assured that, even though all the Etsy information does mention the 48 hour window, the facts are that using the X Cancel to Refund and Cancel in one Step results in the immediate processing of the Cancellation and the closure of the Refund Window.

Many experienced Forum contributors have personally experienced this.

Whether is is intentional on Etsy's part or an oversight/mistake, it is true to say that this is what happens.

Using Refund first will not avoid a Review Window opening.

The thing to remember is, as a Seller, you would never know if the Review Window opened or not for a Buyer. Perhaps you have just been "lucky" and none of the Buyers you Refunded chose to leave a Review, even they did have a 48 hour window in which to do so.

You can be as "insistent" as you choose, but it is probably just coincidence that the Buyers you Refunded did not leave a Review.

[WitticismsRus]

@MeatStain 

If you just refunded but haven't cancelled it yet pretty sure you can extend the ship by date out if it's not overdue already. Do that before you cancel and I think it will void that 48 hours thing you are worried about. I could have that backwards so someone please correct me if I have it wrong. 

[MeatStain]

Thank you very much for your time and answers. 

Trust me when i say my user experience is accurate, and i don't think it was luck.

I will continue think it is odd that they would have a Cancellation button on the Refund 2nd page, that will not work correctly today, and leaves the item in my queue. 

[CarpetCollectionAU]

@WitticismsRus Wasn't that the old "work around" which many used because Cancellations used to take 48 hours and, in order to prevent a REview being left in that timeframe, Sellers extended the Ship By Date to well after the 48 hour period. In this way the cancellation processed before any review window was presented? I have not seen it mentioned much in recent years, probably because it is not needed as the X Cancel function achieves the same end result. The X Cancel was the big change as Refunds / Cancellations became instant and not subject to the 48 hour Cancellation processing timeframe. The Etsy literature has not been correctly updated since Cancellations became instant.

[WitticismsRus]

@CarpetCollectionAU 

Yeah it's been a while since I have seen it mentioned too. I have no idea if it works anymore since I always use the one step cancel option now. 

oh and yes, etsy is awful at updating their own help center articles when they make a change. It drives me bonkers. I have contacted them with numerous errors and what they need to update but gave up since they fail to update anything. 

[MeatStain]

thank you

[BagmakerSupply]

We always cancel and refund the "old" way, but did try the "new" way once, coincidentally after they started the did the customer return anything question. Answered it as no on the first page, but the second page keep saying that cannot cancel without answering that question again, but there was no where to answer it!  Since the refund went through, we just went back to the order and did an old school cancel and everything was okay.

[MeatStain]

Thank you, this is the issue exactly. Its odd they give me the option to create an Error in my queue, and get possibly dinged on a review.

[CarpetCollectionAU]

Use the one step x Cancel in future and this error will be avoided.

Refund function is set up, now, for partial refunds etc. It assumes there will not be a cancellation as there is still a transaction, even if the refund was 100%

Etsy introduced the instant Cancellation process to streamilne Cancellations / Refunds and avoid these issues.

[MeatStain]

This still doesn't explain why I get a pink error bar pop-up and the Refund page 2 doesn't complete itself properly .

[CarpetCollectionAU]

@MeatStain Did you check the two "Boxes" on the Refund first page (Full Refund and Cancel)?

If you did this you should have received this Pop Up Alert

"New! Cancel orders in one easy step

Now you can cancel an order and issue a refund to your buyer all in one seamless step. We’ll move the transaction into your “Completed” tab, making your workflow easier."

[MeatStain]

Of course i got that pop-up. Etsy provided the refund page so we use it every time, I had never used the one-easy-step cancel button, to avoid the 48 hour feedback window.

[CarpetCollectionAU]

And I still advise that you have got it the "wrong way around"

IF you want to avoid the 48 hour Review possibility, you have to use Instant Cancellation, NOT Refund in Full and then Cancel.

The new process is instant

The old process is not.

I am not surprised that Support Reps could not explain the difference between the 2 processes because they read from the same inaccurate information as is available to all of us.

The literature is ambiguous and, in part, incorrect.

Accept this or not, as you prefer, but the Instant Method was introduced for a reason.