Etsy refund to buyer

XzavierWalnut

First time this has happened to me.
Buyer on Etsy has requested a refund after not receiving the item that I sent.
The Royal Mail proof of posting picture is not their door. They know where it is, but when they knocked no one opened the door. It's in London so I guess it could be a second home.
I have refunded them and will put a claim into RM.
My question is, Etsy have billed me for the difference in my account and the refund because of their charges.
The Etsy literature seems to imply they will refund myself this amount.
Is that correct?

soolin

I've not used Etsy for some time but I thought they worked the same as ebay when I last used them - ie, if buyer opens a case and you refund then associated fees are also wiped? Was a case opened on etsy, is that still a thing or is it strictly between buyer and seller?

You are going to need the buyer on board as well for an RM refund as a claim isn't going to be simple if tracking shows delivery - RM don't actually seem to care where stuff was delivered, just that it 'was' delivered or left somewhere.