Nothing has ben updated on Etsy cancellation policy/ feedback page. Sellers are signing a petition asking Etsy to remove the Cancel Order button. I usually update and extend the shipping date out two weeks before I cancel and refund an order- it’s just a little helpful loophole to ensure that a buyer does not leave negative feedback during that 3 to 5 day period in which Etsy processes the refund. The feedback is not about their money but on the buyer's buying experience. Yes they can still leave feedback. They always have the option to get it from me. How can they change this without notifying us at all?? Each seller has their own set of policies that you can find on their shop homepage. Etsy put a prominent button on the receipt, recently, for requesting a cancellation. Other Etsy users can then view this feedback to determine whether a particular buyer or seller is aboveboard. If you're unable to complete a transaction, we recommend that you notify the buyer over Etsy Messages before cancelling the transaction. 07-12-2016 01:51 AM. Under $25. I then cancelled and selected “buyer cancelled”. Press question mark to learn the rest of the keyboard shortcuts. Etsy’s forums can be very helpful for this kind of thing. @AuntSusansCloset  Thank you, it took me a while to figure out that the 'chat' is only active during the day it seems and not at night, so I was able to connect with an agent after many times of trying, and then they sent the info off to the right 'section' of Etsy. If it’s a size I need and cannot send the item without their info, I mark the item as “shipped” with no carrier and a message that states “THIS ITEM HAS NOT SHIPPED. Had to cancel the order with a nice note saying I needed the info, feel free to reorder anytime etc. If they don't like your shop then they shouldn't have placed an order. Nobody complained. Whoops, I thought this was from Dec 2016 rather than 2015. The buyer will still be able to leave you feedback. Request that the seller cancel your order. Plus you can report abusive buyers, however a buyer leaving a 4 isn’t an abusive buyer. You can cancel a transaction up to 30 days after a sale, even if your buyer has already paid. If info is left out, I send one message asking for it. This is abuse. But to address your issue on why you had to cancel, have you tried to use the personalization variation? I had a customer purchase one of my listings that requires some information to be put in the check-out note. Wake up today to a ONE STAR review that says "They cancelled the order with no notice. As a purchaser from Etsy, when I’ve cancelled an order I’ve had no option to leave a review. If you sell an item in person through Square, the buyer can’t leave a review on Etsy, but can leave one on Square. I literally could not have shipped it any quicker upon receiving her info. If you understand what led your buyer to leave a negative review, offer a solution that helps address the issues raised in the review. Etsy recently updated their cancellation policy, it takes effect immediately, but the buyer would have 48 hours review window after the cancellation to leave one if they want regardless of your processing time. Some buyers are not getting your messages because they have their notifications turned off for Etsy email. Other Etsy users can then view this feedback to determine whether a particular buyer or seller is aboveboard. If you sell an item in-person through Square, the buyer can't leave a review on Etsy.com. I await your negative feedback with baited breath." It happened to me, too, last holiday season. When did this change or is this a bug? I am so sorry, but contrary to popular opinion, this has been happening for a while. On some orders I get a banner above it saying: "This order was placed on an Etsy platform where personalization is not supported. Another message. Etsy did remove that feedback that the buyer left, as they can see the full convo's on their end, and they agreed that the buyer was being abusive. No. I always willing bend over backwards for my customers but some people just seem to get enjoyment by leaving bad reviews. Edit: In the future, you can try emailing the buyer directly (their email can be located by clicking the down error next the buyer's name on your order page) along with a Etsy message on your second attempt if there is no response the first time, and add a note that the order would be automatically cancelled if there is still no response by x amount of time. They live to make people upset and angry. I got my first 1-star review for doing something similar. Moreover, they suggest communicate with buyer to ask for a review. If I get no response by the new ship date, if it’s just a personalization I’m waiting on (like a name) I send a quick message stating I am mailing it without the name since I hadn’t heard back. How to cancel a purchase without an Etsy account. ETA: A buyer can request a cancellation, but only the seller can do the actual cancellation. Sometimes a member may need to cancel a transaction. So yes I am glad they sorted it out, but this is the new feedback policy now, so I'm sure there will be more future issues for me, as every now and then I get a bride that tries to 'force' a rush order on me, even after being told 'no sorry it's not possible', & so now if I cancel they can leave negative feedback, will Etsy take care of this everytime? They're people who deliberately provoke others online. Go to My eBay>Account>Feedback Should still be in the Items Awaiting Feedback. It pretty much feels like feedback extortion to me, and Amazon customer service is siding with the buyer because it’s “policy.” The feedback was purely retaliatory only; the order was never fulfilled, and I was about as polite and professional as can be considering the situation. If an order or transaction is cancelled, Etsy considers that order or transaction to be over and voided. Find the order that the review is referencing and click the mail icon. Surely they can come up with something else to stop that issue. If they come back in 3 weeks and ask to cancel, I refund them right away. The most popular color? One CSR said "the system will not allow the buyer to leave feedback, because once it's cancelled it's as if the transaction never existed." What they can---and should do---is to make it as easy as possible for the buyer to leave Feedback for bad sellers. So for example, say a customer orders something and demands by a certain date which is just not possible as that date is too close, even when you told them this PRIOR to purchase, but they order anyway, so if you cancel and refund the order, as you've already explained to them prior to their purchase that you can not complete & ship in time for their event date, they can now leave negatives feedback for you cause you canceled. Etsy please don't let buyers leave negative feedback on a cancelled order if you have legitimate reasons for cancellation such as buyer requested OR someone demanding an item sooner than your processing times etc. I have been fortunate thus far, but they have 90 days to leave feedback. Hmm- not in every case. I messaged every single buyer (once I regained consciousness and my phone) and told them the situation. The most common cancel order material is ceramic. The buyer hasn’t asked us to step in and help because they didn’t receive the item. Check the shop’s homepage to see their cancellation policy. I'm still hoping this is a bug, but it's looking like its a policy change that they have not made up aware of/ updated in their rules, awful. My take is that it makes it easier for buyers to "window shop" or experience buyer's remorse." So I take it they heard about Karen check? I am the same and assume most buyers are. Just messaged and messaged and waited and waited for the buyer’s personalization. If I get no response by the date it’s due to ship out, I update the ship date out another week and in that note ask for the info again. Are you addressing me as a "troll"? Another CSR said "yes, the buyer can leave feedback, but if it's unfair we can review it for removal." I was simply asking if the feedback policy had recently changed, but always fun to read the troll comments I guess. The OP's buyer can leave feedback. I can’t give advice, but maybe a little hope. That’s fine I could tell I hadn’t mailed it because of how I mark the order done, so I shipped it right out for them.
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