"review refund" screen shows inaccurate info

[littleepottery]

Twice recently I have had to process a refund, and both time the "review refund" pop up that shows the breakdown of how funds will be processed in the payment account has been incorrect. The first time I was wary to process the refund, because the stated transactions were not accounting for all of the money I should have been credited for fees. Chat was no help so I ended up processing anyway figuring I would dispute charges in payment account if they came out wrong. Actual charges/credits in the payment account were correct, but did NOT match the breakdown given on the refund page. The same thing happened again today. I raised the issue with chat and they cannot seem to understand what I am saying despite showing them screenshots of the two different version of the same transaction showing different numbers, including giving me an incorrect amount for how much was to be charged to my credit card on file! (I was charged MORE than is said I would be to my credit card).

Please open an investigation into this glitch/bug, whatever it is. "review refund" breakdown used to accurately inform of the transactions that would happen if you press "submit" on the refund page. The fact that it is getting it wrong now is concerning. All financial calculations and information given regarding transactions on this site should be accurate!

[BagmakerSupply]

@littleepottery: If you have no funds in your Etsy payments account, Etsy seems to charge the entire refund to your credit card and then credit your Payment account with any fees due you. All fees are refunded only if it is a cancellation.

[littleepottery]

I understand all of that and that is not the issue at hand. The actual transactions processed in my payment account were correct. The problem is that the information given during "review refund" prior to hitting "submit refund" gave an inaccurate account of what was going to happen in my payment account if I clicked "submit".  The person about to commit to a transaction (in this case a seller trying to process a refund) should be giving accurate information regarding what they are agreeing to. It concerns me that this information is not calculating correctly, as it used to, and it should.

[littleepottery]

To clarify- The review refund says "How you'll be charged for this refund" and give a break down of what will happen in the payment account. The numbers given there do not match how I was actually charged for the refund in my payment account. That screen should be giving accurate info. I have been selling here for over a decade and it has never given incorrect amounts on that screen until recently, and it has happened twice now.

[BagmakerSupply]

@littleepottery  : Thank you for clarifying. Must admit that I never really look at that summary but instead check the payment account to make sure the credits and debits are correct.

Will definitely start comparing going forward.

[PrimFun]

It's always been this way.  It's not clearly written out but once the refund is done, the fees are credited.  The buyer gets all the refund is for including sales tax.

I've been here for a long time too and the screen has not always shone everything.  In fact the screen has changed over the years,  So yes when I have had to do a refund on any level, I trusted the screen and when I got the notices everything on the few refunds I have done were correct down to the last penny. 

[littleepottery]

I'm sorry to hear that this problem has gone on for even longer. I always check that screen and until this year every time the information has matched the actual transactions. As it should.

We should not have to trust or hope that the transaction that will actually happen will be different than the transaction we are consenting to by clicking "submit".

It says "how you will be charged". In any scenario where you are clicking a button to process a transaction you should be correctly informed of what the transaction will be. When Etsy says that clicking a button will result in charges X,Y & Z we should not be charged A,B & C. This kind of discrepancy with financial information should not happen at any step in the process.

I really hope that more people comment on this thread so they see this and fix it. It is legally important for all steps of the financial interaction to be accurately portrayed.

[TBQSC]

@littleepottery -- I noticed the same thing last week ... there was a 2-cent difference, which wasn't a lot to worry about, but I still found it weird as I had never noticed any discrepancies before with prior refunds.  I went ahead and processed the refund and then totally forgot about it until today when I saw your post.  Looking at my finances, it appears those extra 2-cents due to me actually went towards the buyers sales tax refund, which I didn't think normally come out of MY funds.  Many odd things happening lately ...

[BootifulLabels]

I have been on Etsy over a decade and it has always been this way.  However, the actual charges/reimbursements to my payment account are always 100% correct.

I put it down to the complexity of Etsy having "more than one master" to satisfy ( with sales taxes, GST, HST etc) and attempting to simplify the summary.  As long as they get the actual process right, I can live with the descriptive part being slightly out of whack.

[TheSecrettLife]

I am in the middle of a “Refund” for an order the buyer rejected (product not sent) in the review window it looks like I will be charged an extra €11.83 !!! WTF …for doing nothing 

[BootifulLabels]

If you are refunding the order BEFORE the funds from the sale become available, and there are insufficient AVAILABLE funds in your payment account, Etsy will charge any shortfall to the credit card you have on file for such purchases.  If you select CANCEL instead of REFUND, Etsy will do a full refund, cancel the sale and return all your fees.  Then when the original sale funds clear and become available in your account you will be back where you started as though the sale never happened.