Tech Defaults 4 Etsy Credit or Refund Original Payment Method?

[Marpet3425]

The seller group is seeking further clarification on the technical default settings as well as Etsy support's response to sellers/buyers for any resultant confusion or lack of clarity on this issue, given any variance from our current understanding when it was announced mid-September:  That Buyers would be given a choice between Etsy Credit or Refunding Original Payment Method.

Some sellers have reported that buyers were not given the option between the two choices and instead defaulted into Etsy Credit.  Creating complaints lodged towards sellers, furthering a sense of bad faith expressed towards both sellers and Etsy in general.  Resulting in seller's questioning whether an Etsy Credit is being defaulted to by design and / or by technical glitch.  Given this question is being raised during the critical 4th Quarter, potentially resulting in further declines in GMS, we are seeking further information on when/why an Etsy Credit is the default and/or if it is a glitch and when we can expect it to be consistently fixed.

In my own case, where I declined a sale and cancelled an order where a buyer made a "do not refund" request, thereby not indicating a choice between the 2 options, the refund was not completed for 48 hours and then defaulted to the Original Payment Option.  Etsy support in this case was able to express this outcome with clarity.  Which I'm very thankful for their clear reporting resulting in a greater understanding. 

[Marpet3425]

Bumping this back up, still waiting on clarification answer from tech and/or any other forums feedback...

[ArtDollsbyJD]

@Marpet3425   Etsy is not here.  The mods are here but they generally don't answer questions.

Did you use AI to formulate your request as it is difficult to read?

Since we don't see on our end about the refund, how it is done is between buyer and Etsy.  

My recent experience as a buyer when given this choice was I choose the refund and not the credit.  I was not urged into either but given the choice.

If you want more information I think you will need to contact Etsy about this.

[CraftyCornishMaids]

Your question looks like it should be one raised at a shareholder meeting

not in the sellers forum here

...

these forums are outsourced, the Forum mods mostly just move things around, or log a call for the poster and close the thread

if you want a call logged, it's better to log it yourself, at least then you know you are putting the information in clearly

help - conatact us - keep going till you get to - I still need help

[Marpet3425]

I'm not an investor, and neither were the many other frustrated sellers on a similar thread a wk or so ago.

So, I'm not sure that's the avenue that might get some clarification on the issue.

Perhaps more seller feedback if this persists, on how defaults are implemented and how it affects customer relations.  More data on that would definitely be useful in identifying if this continues to be a problem.

Since Tech is where I OP'd, it as my initial hope(less) idea. Since they'd be the most likely to provide some data to give sellers at least some direction on how the defaults are actually applied.

So now what?...

[DaysofYoreTreasures]

I don't have any solutions but this is my take on what is happening.

1. Buyer contacts seller through Purchases > Help with order
If the buyer selects Refund my order or I'd like to return my order from the 2nd tier options, they are required to make a choice between Etsy credit or Original payment method.
If the buyer selects any other 2nd tier option (including Replacement), the refund options are not displayed but the help request that goes to the seller includes this text in bold - Preferred refund method: Etsy credit.
https://community.etsy.com/t5/Providing-Great-Customer-Service/Aggravation/td-p/147044360

2. Seller issues a refund without contacting the buyer or buyer contacts seller through a general message & seller issues a refund
An email is sent to the buyer with the choice of receiving the refund as Etsy credit or Original payment method. The email includes this text 
To keep things running smoothly, if you don’t choose a refund method within 48 hours, we’ll automatically send the refund to your original payment method.
https://community.etsy.com/t5/All-Things-Finance/Refunds-and-cancellations-now-rely-on-the-buyer-cho...

3. Seller is charged twice for the refund for up to 48 hours
I don't know if this problem only occurs with scenario 2, but I suspect so.
When the seller issues the refund they are charged twice - once from their payment account and once from their card on file. The card charge is then refunded to their payment account up to 48 hours later.
https://community.etsy.com/t5/All-Things-Finance/Refunds-and-cancellations-now-rely-on-the-buyer-cho...

[Marpet3425]

OMG @DaysofYoreTreasures 

This wins the "Most Helpful Seller's Forums Response of the Year"...Thank YOU!

Bookmarked your response, as well as each/every link you submitted as well.

Thank you, once again...if it weren't for the forums, we'd all be screwed, wishing and waiting on some straight answers ad infinitum, from Etsy!!!  Much Appreciated!

Ps  Not marking it as solution, as more may come in and/or maybe tech may weigh in as yet.  Especially since mods have been aggressively squelching posts by labeling them solved when they aren't and/or re-categorizing them away from tech and this IS in fact a tech question, so will keep it open for all, since it's been open a wk_+ now.

[DaysofYoreTreasures]

@Marpet3425 

Thanks so much for your kind words! I am glad I could help.