Where has request a phone call gone? All of a sudden I can't find it.

[EngravingDepot]

A customer inadvertently placed the same order twice. I cancelled one order after hearing from him. It is still showing as an open order and he has not received a refund. I want to request a call from customer service but I can't find how to do it. Am I brain dead? 

[howtobooksandmore]

Etsy only works five days a week and eight hour a day.  You can only get a call from customer service when they are in the office.  As for the customer getting a refund, if you processed the refund properly (i.e. it went through) then the customer may need to wait until they get their statement from the CC company which can be up to 30 days.

[BeaconwoodDettman]

Here it is - I used it Thursday and I got a call back in just a couple minutes. 

It was weird, I couldn't use the chat, the last support conversation I had was still open and when I typed "hello", it was like it was stuck. It didn't prompt me to choose a category like it normally does. I told the phone support person about this and she said she would pass on. 

https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback

[BeaconwoodDettman]

And you are not brain dead.

[VintageRescueSquad]

You say you cancelled, but did you also refund? Etsy has said it takes 3 business days to process a refund.

[thePaperFramer]

Etsy has a phone??????????????????? Wonders never cease.

[PrimFun]

Really.  You have to be that negative.  Yes, Etsy does call sellers when warranted.

[PrimFun]

Did you cancel and refund?  It is a two step process or one depending on what is chosen.  The buyer received a notice of the refund and so do you.  If you did not receive the notice of refund, then the refund was not accomplished. 

There is no phone number to call Etsy.  You have to supply them with your phone number for them to call you.  Email or chat. 

[hopeandjoystudios]

If the cancel did not complete you should be able to try it again. If you didn't fill out all the steps it may not have canceled. If you cancel before you refund it SHOULD fully refund automatically. If you are seeing only that it canceled, try the refund and see if you can refund. You can't refund twice so that is not a worry. If you are trying this via the app, try it on a different device via a browser as the app is buggy. If you are trying via a browser, try a different one. Seriously you are better trying to fix this yourself than trying to get Etsy to do anything. Especially this weekend.

[hopeandjoystudios]

It will take a few days for his refund to process ..it is not instant but YOU should see that it refunded.