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Issue a Gift Card or Direct Checkout Refund

Note: There are instructions for issuing a refund from your Shop Payment Account from a non-mobile computer. Learn how to issue a refund from the Sell on Etsy app.

To issue a refund for a credit card or Etsy Gift Card order paid through Direct Checkout, go to Your Shop > Orders > Orders and click the receipt number for the order. You can also view the order receipt by going to Your Shop > Finances > Payment Account.

From the receipt page, click Manage order > Issue a refund.

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A Direct Checkout refund can only be issued to the buyer’s original card used for the purchase. If your buyer’s original card is no longer valid, check out this Help article.  

You'll be able to issue either a partial or full refund. You and the buyer will receive a notification email.

The refund amount will be deducted from the total balance in your Shop Payment Account. If you don’t have enough funds in your Shop Payment Account to cover the refund, your credit card on file will be charged for the remainder due.

If the buyer checked out in a different currency, they'll be refunded the same amount that they paid, regardless of any currency rate fluctuations that have occurred since the time of sale. 

Will I be refunded my fees?

Your card processing fees will be refunded proportionally and applied to the refund amount. An adjusted transaction fee will be reflected on your bill. 

If you cancel your order altogether, you will also see your listing fee credited on your bill.

Only payments made with an Etsy Gift Card or credit card through Direct Checkout can be refunded through Etsy. If your buyer paid through PayPal, you'll need to contact PayPal for further assistance on how to issue a refund.

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