Can DC admin explain this process?

[UniqueArtPendants]

There's posts in the main forum from that are saying once a buyer starts a dispute over a DC paid transaction then it's all automated and there is no way for a seller to provide any sort of evidence or proof to Etsy. That the only way to resolve the dispute is to give the buyer a full refund or your shop will be suspended.

Is this really the case?

What exactly is the process? How does a buyer or seller escalate the dispute to have an Etsy admin personally review the proof and decide the outcome?

[Former_Member]

Molly I am so glad you asked this question here. There is always so much misinformation thrown around in the main forums about DC that I'm never sure what to believe.

Hopefully we'll get an answer soon.

[2TrickPony]

I would also like some clarification.

[UniqueArtPendants]

Apparently, in the post in the main forum, in that post they initially left out the info/part where Etsy tells them they have to email the team if they can't come to a resolution with the buyer on their own. I would think by emailing the team you are escalating to have an admin review all the details and come to a decision.
I 'm pretty sure it's not an all automated process where sellers are not allowed to provide and sort of proof and their only option is to refund. That makes no sense.

[Former_Member]

That was a pretty important piece of information to omit. Like I said earlier, lots of misinformation in the main forums.

[Former_Member]

But where are the directions letting a seller know they have to email for more help? Why isn't there a link or button within the dispute form that allows then to contact etsy for additional help?

[PinchtheMuse]

Looks like they have updated the help here: www.etsy.com/help/article/364

Scroll down to the bottom where it says:
When will Etsy get involved in a case?

[Former_Member]

Hi everyone,

We have an automated dispute process so that buyers and sellers can easily resolve cases regardless of payment method. However, we definitely know that sometimes these disputes are not easily resolved. If you need help with a case or dispute or just have some questions, definitely email our Trust & Safety Team at trust@etsy.com.

They are able to look into your scenario and can give advice or instructions on what to do. If it's necessary for them to intervene in a case, they will only do so after investigating the claim and will explain the reasoning for the outcome.

The bottom line is that we want to make sure that cases are resolved as smoothly as possible, and if that means Admin intervention, we're happy to help. The goal is for both parties to be comfortable with the outcome.

I can't speak to the scenario above about someone getting their shop suspended because they didn't provide a refund--there is probably more to the story than that. However, it is possible for your shop to be suspended if a buyer files a case and you never attempt to resolve it.

You should all make sure that your Shop Policies have detailed return/refund information so we're able to refer to these if intervention is necessary.

[Former_Member]

Thanks Nicole. I appreciate the clarification.

[artaltered]

I REALLY wish there were more specific rules like Paypal provides.

I'm not comfortable with what amounts to "case by case" especially when it comes to money. Also, I've contacted Etsy support over the years and have gotten different answers from different Etsy admin about the same issue.

It all seems way too ambiguous.

[artaltered]

wrong thread