cant cancel an order?

[FairyTalesandDreamz]

i  cant cancel an order ive tried numerous times

what do i do? it needs cancelling ASAP

[DudleyandSprout]

You must refund first and then cancel.  From what I have read in the forums, if you refund you can cancel in the same transaction.

Edited to add:  It must be fully refunded, including postage paid by the buyer, in order to cancel a sale.

[FairyTalesandDreamz]

ive tried that but the amount is totalling zero when the amount is there?

[BaggieAggie]

Refunding doesn't cancel the order.  It's the other way around, ie. if you cancel, the refund happens automatically.

[CraftyCornishMaids]

has it finished processing?

it can only be cancelled, when it says "paid"

[FairyTalesandDreamz]

yes

[PillowDetails]

@FairyTalesandDreamz   You are an experienced Seller, and know how it should go.  What is happening this time that is preventing you from canceling?

[FairyTalesandDreamz]

Yes ive never had problem before, it just says if persist contact etsy support , i then tried refunding 1st but it wont do that either, i think it has to be a bug 

[CryzalisMasksUK]

Check your financial page, I had to refund excess postage the other day and the page would not stop whirring.

I went to try it again, but then noticed on my financial page that a partial refund had been issued for the postage

[FairyTalesandDreamz]

its something to do with shipping to "colorado" just recently a new thing, im on phone to support

[CryzalisMasksUK]

Oh there are a few posts about Colorado, something to do with a glitch and the order not being able to refund in full.

[FairyTalesandDreamz]

not sure what you mean?

[CryzalisMasksUK]

It did not seem to be working when I refunded the excess postage cost. But when I clicked on Finances, then payment account. I noticed that the refund did get issued despite the page not showing as working after I entered the details. It showed up under recent activities in my payment account

[FairyTalesandDreamz]

ive just checked mine but no its not been done

[CryzalisMasksUK]

must be a different glitch, have you tried in a different browser?

[OmasFabricStash]

Is it an order that absolutely has to be canceled immediately, maybe to avoid a bad review? If not then I would ignore it for a few hours and try again later. I know I would keep getting more and more frustrated which is not good for the blood pressure. In a few hours it will hopefully be fixed and you won’t spend anymore time calling Etsy and your computer naughty names. At least that’s what I do when they don’t want to behave. 

[FairyTalesandDreamz]

Some customers want refunds STRAIGHT away, which is understandable, so i dont know what im going to tell them 

i will keep trying though 

[DudleyandSprout]

@thatregina - this seller needs help.  Thanks.  

[LastCentury · Accepted solution]

I made a few partial shipping refunds last night in both my shops & it took a long time to happen. The spinning icon on the blank page kept going & going. I kept those browser tabs open to check my payment page and the refund details were there after a few minutes. But I only got email notifications of the refund transactions hours later instead of a few minutes.

OR... Was the buyer / shipping address in Colorado? There is that special tax they have that is messing with the cancellation process

[FairyTalesandDreamz]

yes it is!!!

just found out the person is in colorado

[FairyTalesandDreamz]

Still cant do it!! and nobody is replying to my Etsy help chat either

what is going on???

[FabioMcMustache · Accepted solution]

Hello! We're sorry to hear you're experiencing issues with your orders. We've forwarded your concerns to a specialist team. Thank you! 

Please know we handle support inquiries privately per our Community Policy – we’re closing this thread, so you can get the support you need from us directly.