How do I handle cancelled orders from Etsy?

As part of our automatic daily imports for the Etsy sales channel, we attempt to identify any orders that have been cancelled or adjusted on Etsy.

Adjustments and cancellations are applied when the order is first imported, or via our daily order status checks if the order has changed status since it was imported. 

Etsy does not consider an order that has been returned after the product has been shipped as a "cancelled" order - in this case, it will be treated as a refund and only an adjustment will be applied to the order when it is updated from the channel. From here, you can cancel the entire order in Craftybase via the instructions here: How do I cancel an Order? - this will recredit all stock back to your inventory and assume all revenue is negated via a refund.  Alternatively, if the order is only partially cancelled, then you'll want to copy the order and delete the imported one and edit the order to reflect only the products returned. 

If the cancellation occurred more than a month after the order was placed, this may not be updated automatically via the automatic imports. To rectify this you can run a manual import for the date range covering the order and the correct status and adjustment should be automatically applied for you.

To manually cancel an imported Etsy order:

  1. Ensure that the order has been cancelled on Etsy's side first. ( How do I cancel a sale on Etsy? )
  2. Navigate to the order you wish to cancel by clicking on the order in your Orders list
  3. Click the Resync button on the order view page
  4. This will query Etsy for the order status and automatically mark it as cancelled.
  5. Alternatively, you can cancel your order via the manual Cancel Order process instead:  How do I cancel an Order?

For partial refunds of an Etsy order, see  How do I partially refund items from an Etsy order?

If payment was made via PayPal, you will need to refund the order via PayPal first.   (Refunding an Order via PayPal)
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