etsy's email to customers re refunds

[SugarDotCookies]

Hi there.  I sent a partial refund to a customer that paid too much in shipping.  When sending the refund, I checked the box stating the refund was for shipping.  I also included a personal note explaining the reason was for a shipping overage.  The customer convod me asking what the refund was for.  This also happened two weeks ago.  The email from etsy that they received did not explain what the refund was for and did not include my personal note.  I've never seen this automated email but something must have changed for two people to ask about it in recent days.  I've searched and can't find any info on this.  Does anyone know anything?  Thanks!

[PrimFun]

I've received the email for partial refund as a buyer and it gave the reason and the note from the seller.  

What email service?  I wonder if their email service may block parts of the information?  Could be problem with the browser used? 

Ask Etsy.  If there is a problem then they need to know so they can take care of the issue.  

[SugarDotCookies]

Thank you JD.  I don't know their email service or browser.  Two times in two weeks is strange.  Contacting etsy is a good idea.

[michellepatterns]

The buyer might have overlooked the note.

Unless you saw the email and read through it carefully and saw that it doesn't show this info, consider the possibility that the buyer might be mistaken and just didn't see it and asked you instead.  People say things that aren't true all the time because they just get it wrong for whatever reason.

I don't think you need to do anything here.  

[SugarDotCookies]

One of these buyers looked over their email after I told her that I included the reason and a personal note.  She said that she examined it very carefully after that and there was no reason given in her email.  This happening two times in two weeks - after many many years of sending refunds -  lets me know something is definitely up.  Thanks for your response. 

[DaysofYoreTreasures]

Etsy has introduced a new feature where the customer may choose whether their refund goes to Etsy credit or the original payment method.

When the seller issues a refund without contacting the buyer eg shipping overage, 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...

I would expect the customer to receive two emails - the standard refund email including the note from seller, plus the one asking them to choose the payment method.

Edited to add - maybe Etsy is delaying the standard refund email until they receive a response about the payment method, so up to 48 hours later? I sure hope not because it would just cause confusion.

In my early days I issued a shipping overage refund before despatching the order and the customer contacted me in a panic, thinking they would not be getting their item. For that reason I now mark the order complete before issuing the partial refund.
The customer needs to be clear on what is happening. It is our customer service record at stake here.

[SugarDotCookies]

Interesting.  Thanks for the link to that thread.  I noticed in it that you mentioned the refund page on our end locking up.  Yes!  That's been very strange.  I didn't see anyone mention that customers are not being told why they're getting a refund.  Thank you!

[DaysofYoreTreasures]

@SugarDotCookies 
Thanks for mentioning the refund screen locking up.
It does seem odd that this problem only started once Etsy made the announcement about a choice of refund options on September 19, Item 5, bullet point 2.
https://community.etsy.com/t5/Announcements/Etsy-Updates-5-things-to-know-for-September-2024/m-p/146...

[JJewellerySuppliesUK]

I can only assume it is related to the new email format where Etsy tries to keep the money on site instead of refunding.  Of course, once something changes it messes everything else up.  When you fill out the optional note to buyer when refunding then that note ends up as a convo in their messages so they should have seen it.  Maybe going forward always be sure to follow it up with a message to be sure.  I am also giving my buyers a heads up about having to select whether to keep the money on Etsy to spend again or have it go back to their card.  I believe that it stays on Etsy if nothing is selected so stand by for buyers saying they never got a refund, which is why I am giving a heads up.  

[SugarDotCookies]

Yes, must be related!  A follow up convo is a good idea.  Thank you!

[SmudgePlant]

I had the refund screen lock up as mentioned above and the delay in the refund email. I was almost going to issue it again, but it did show up in my Finances section. I think I got the notification later that evening. And I agree, I think it's the Etsy Credit wrench in the works.

I also had a Help Request where a buyer transposed her address numbers and wanted me to change them. The second line of the email said "Preferred refund method: Etsy credit". So now I had to message back to see if she wanted me to change her address or if she wanted a refund.

[SugarDotCookies]

I chatted with etsy admin.  Apparently the automated etsy note that goes to buyers after a refund no longer gives the reason or includes our personal note to the buyer.  It only tells them that there is a refund.  Really not good.

[RustyCrustyRepurpose]

Can’t believe they don’t supply the reason. Wonder what the thinking is behind that. 

[DaysofYoreTreasures]

This is my current take on the Etsy Credit refund changes. Please let me know if I have got anything wrong.

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...

[SugarDotCookies]

Thanks for the summary.  I just thought of something else...In the past I would receive an email immediately stating that I issued a refund.  Those emails are significantly delayed now - possibly a day later than when the refund was issued. 

[EphemeralExpressions]

Don't know if this helps clarify things, but as a buyer, this is the order of e-mails I received.... 

I received an Etsy message from the seller that a shipping overage refund was issued...but no e-mail.

I did receive an e-mail from Etsy, asking whether I wanted Etsy credit, or to be refunded to my original FOP.

Once I chose how I wanted the refund to be applied, I then received almost immediately the e-mail from the seller saying shipping overages were being refunded.

So it would seem that until the buyer chooses a refund method, the note from the seller is not sent as an e-mail(?).

[SugarDotCookies]

Interesting.  Thank you!