MAKE SURE the information you put on the case is succinct and clear, because the staff who looks at the case may be over worked and not spend a lot of time reading everything. Eventually Etsy will have a real live person look at the case and make a decision.
Do not converse with the buyer through email or etsy message, only through the case.Įventually the buyer will escalate the case or Etsy will. The ONLY thing you need to do is keep reponding on the case log if the messages tell you to do so.dont just ignore the case. Every time the buyer responds on the case log, you need to respond.Įtsy will send you automatic messages which upset some sellers and make them believe they must refund, since that is the only way a seller can close a case. If a real case has been opened then you need to respond to it, put up all your proof. Once you post your response, the buyer can no longer edit their review -and you cannot edit your response.Ī response to a review is more for the benefit of future buyers to show how you deal with problems than for the current disgruntled buyer Carefully craft a response (do not just dash one off in anger!) Explain the item matches the description and that you offered a refund on return of the item. If a case has not been opened, but the customer has left a negative review, again do not just ignore it. There is also a slight possibility they will side with the buyer and force a refund from your account without the return of the item -but this is unlikely as the customer acknowledges receipt of the item. You will get automatic "suggestions" about refunding to keep your customer happy -but you can ignore these and wait until it is escalated for an actual person to look at it.Īt this stage Etsy will most likely side with you and tell the buyer to return for a refund, or may refund the buyer out of their own pocket, not yours. Explain to Etsy that the item matches the description and you have offered a refund on return of the item. You will need to keep all future correspondence in the case log. If she has actually opened a case, then do not ignore it or you will lose and Etsy will force a refund. There is a difference between a poor review and a case
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