Dear Etsy Support and Case Mediation Team,
I am reaching out to address a recent issue that highlights significant discrepancies in the application of Etsy’s case mediation policies. Our recent experience has left us feeling unfairly treated, with substantial financial losses and unresolved concerns regarding the handling of our case.
In this instance, a buyer opened an order help request, and within an hour, the Etsy mediation team refunded the buyer without allowing us adequate time to respond. Etsy’s policies were not upheld, as our case was resolved within one hour, disregarding our right to reply.
We immediately communicated with the buyer and provided proof of delivery to their specified address. Despite our efforts, the buyer ceased communication after receiving the refund, leaving us without payment, covering additional shipping costs, and with the buyer still retaining the products. This decision not only contradicts Etsy's policy but has resulted in significant losses for us as sellers.
We request that Etsy re-evaluate this case and restore the order value, (which was above $500) as our documentation proves the item was delivered successfully. Furthermore, we urge Etsy to ensure adherence to its own policies in the future to prevent such cases of one-sided resolutions that overlook sellers’ rights.
Thank you for your attention to this matter. We hope for a prompt and fair resolution.
