How to Issue a Full or Partial Refund For an Order

You can issue a full or partial refund for an order in your Shop Manager. To refund an order:

  1. On Etsy.com, click Shop Manager.
  2. Click Orders & Delivery.
  3. Click the (ellipsis) icon next to the order you want to refund.
  4. Click Issue a refund.
  5. Select a Reason for issuing a refund and add an optional Message to buyer.
  6. If you want to refund the entire transaction, click the box by Issue a full refund. If you want to partially refund the transaction, enter the Amount to refund next to the item.
  7. Click Review refund.
  8. Click Submit.

If the buyer paid through Etsy Payments, then you’re done! However, if the buyer paid through another method, like PayPal without Etsy Payments, you’ll need to refund them through that payment method.

Can I refund an order through the Sell in Etsy app?

Yes, you can issue a full refund through the Sell on Etsy app. However, if you want to issue a partial refund, you need to use Etsy.com.

What can I issue a refund for?

You can issue refunds for any reason, including:

  • Any refund in accordance with your Shop Policies
  • If you agree to issue a refund to the buyer
  • If the buyer is overcharged for delivery
  • If the buyer forgot to apply a shop coupon

How do I pay for a refund?

If you use Etsy Payments, the funds for the refund are deducted from your Payment account. If your Payment account doesn’t have enough funds to cover the refund, your credit card on file will be charged for the remaining amount. This charge will appear in your Payment account under Recent activities.

If you use another payment method, like PayPal without Etsy Payments, you’ll need to refund the order through that payment method.

Will Etsy refund my seller fees?

If you refund a buyer through your Shop Manager, your Etsy transaction and processing fees for the refunded transactions are automatically refunded to your Payment account. If you also cancelled the transaction, your listing fees are automatically credited to your account.

When can I issue a refund?

If you use Etsy Payments, you can issue a refund after the payment is processed, and before 180 days after the payment is processed. After 180 days have passed, you can’t refund an order through Etsy Payments.

If your shop has a refund policy that allows for refunds after 180 days, you can refund the buyer through a payment method outside of Etsy, such as PayPal. If you refund a buyer through another method after 180 days have passed since the date of the transaction, Etsy won’t refund your seller fees.

If a buyer requests a return or refund for an item, you can help them through Shop Manager.

  1. On Etsy.com, click Shop Manager.
  2. Click Orders & Delivery.
  3. Click the (ellipsis) icon next to the order you want to refund.
  4. Click Issue a refundIf you want to partially refund the transaction, enter the Amount to refund next to the item.

After you issue a refund, you can also cancel the order.

You should coordinate the return with the buyer, wait to receive the returned item, then refund the buyer for their order.

  1. Purchase return postage on the website of your preferred carrier using your address as the destination and the buyer's address as the origin.
  2. Download the label as a PDF.
  3. Email it to the buyer, or send it as an attachment in a conversation on Etsy. Your buyer can then print the label and use it on their package.
  4. Wait for the package to be returned.
  5. Follow the instructions above to issue a refund for the order.
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