How to contact a customer with a complaint?

[aliciawatkins]

I had a customer complain today that she had not received her emailed pattern despite waiting 2 weeks. I have the email in my sent box, so I know I sent it the same day it was ordered. I've emailed the same email address explaining that it had been sent and resent it; I've convo'ed the same information (but I doubt she checks it or even realizes it exists), and I forwarded the original email proving it was sent when it was supposed to be.

The trouble is that I have no idea how to contact her other than that, since clearly her email didn't work the first time, and the only contact I've had with her has been from reading her feedback. Is there anything else I can do? I'm trying to both get her her item and request that she retract the feedback, since I did send her item. (And then sent it again, lol.)

Is there anyone in Etsy admin I'm supposed to contact about this?

[TheDorothyDays]

I would contact Etsy directly and explain what has happened. It might be that it has gone to her junk folder as you won't be in her contacts.

[aliciawatkins]

But who at Etsy should I be contacting? Is there someone specific?

I know sometimes these things go to spam folders, which is why I include the email address I'm sending it from in every shipping notification -- which, since it's coming from Etsy directly, should definitely get through if the email address is correct.

[Former_Member]

I had this problem once with in overseas order. I needed a phone number for the customs forms but for some reason I could not get a response. Then suddenly she emailed me about her order. I responded back letting her know that I needed her phone number but still didn't hear back.

I ended up issuing her a refund, it just wasn't worth the trouble. I did not want to run the risk of getting negative feedback.

[decembermoondesign]

Alicia,
If her address is on the invoice, send her an old fashioned letter.
You're already 2 weeks into the sale.
A letter explaining that you've been trying to get in touch with her might clear things up.

[Former_Member]

Umm is it possible, they dont know they bought a PDF? Maybe expecting an item in the mail from you....???

[WintergreenDesign]

From her feedback it seems she may be expecting a tangible item in the regular mail as opposed to a PDF???

[aliciawatkins]

Old fashioned letter -- good idea. I think I'll try that.

They should definitely know they bought a pdf, as the entire listing states several times that that's what it is (as does the title), and also the shipping notification that I sent says it was sent to their email from my email. In addition, every email I've sent has said they're receiving the pattern files, so if they're able to receive email at the address on file, they've been informed at least 6 times now that they are pdf files.

If they don't know they're receiving pdf files at this point, no additional words I could add would clarify that, unfortunately.