Buyer Tier 2

Taxes/Duties

100

Who collects taxes when the thresholds are exceeded 

Authorities

200

What solution can we give a customer who misses the information regarding taxes at the moment of the checkout ? 

Educating them and issue a concession

300

Does Etsy collect VAT if the total of the package is less than or equal to £130 ? 

No, it is £135

400

Etsy may refund or offer a concession in what situations: mention at least two of them  

• If a buyer was accidentally charged VAT twice
• A buyer received a customs fee after a full refund was given for the order
• A buyer incurs unexpected customs or VAT fees for the first time.

500

When the Buyer Reports Duplicate VAT Charge: 

• The buyer misunderstood the cart notification (there is not a confirmed duplicate charge). 
• The buyer may have been charged twice (there is a confirmed duplicate charge).

iDeal/Sofort

100

For what buyers is iDeal ?

for buyers located in the Netherlands

200

For what buyers is Sofort ?

for buyers located in Austria and Germany

300

What could be a reason that a payments attempt shows as failed? 

• A buyer may not have completed the last checkout step, "return to Etsy's website". When this happens, the payment does not complete and is automatically reversed. 
• Browser Issues 
• Integration Issues between WP and Etsy

400

Mention two of the requirements if a buyer is going to checkout with iDeal: 

• be logged into an existing Etsy account, 
• choose their default country settings as Netherlands, 
• choose EUR as currency, 
• have a bank account in the Netherlands, 
• add the item into their cart. 

500

What is the name of the portal that help us find payments, identify any issues, and request refunds? 

WorldPay portal

Charges in Wrong Currency

100

What is the default currency if they don't select one? 

USD

200

How many currencies are supported by Etsy? 

 21 currencies

300

What Information Will Not Determine a Member's Regional Settings?

• Sellers location
• Country specific Etsy URL 

400

What do we have to do before solving a ticket when we had already provide a refund for the wrong currency? 

 updated their Currency settings,

500

What do we need if multiple orders where involved in a currency payment issue? 

We'll need a screenshot of the member's bank statement for each charge.

Locating Buyer Refunds

100

What is an ARN?

An acquirer reference number (ARN), or acquirer reference (AR), are unique numbers that tag a credit or debit card transaction when it goes from the merchant's bank through to the cardholder's bank.

200

Why do we use the ARN? 

To provide proof to the buyer that their refund was processed successfully

300

For witch order the ARN is not provided? 

Are not provided for orders paid with Amex or Discover card, and STAR transactions.

400

What is the name of the support channel that leads must Ping for an ARN request

Ping #arn-support

500

What do we have to do if a buyer refuses to accept the MIR credit? 

we can cancel the MIR credit and escalate to BT3 to process an EFT refund.