What can I do? It's really making me upset...

[Former_Member]

Here is a message from my customer:
Since you have chosen to take the hard route I will be notifying PayPal as well as Etsy of your fraudulent practices. I will also be posting negative comments and advising people not to purchase from you. If you wish to rectify this situation please contact me ASAP.

and here is mine:
I have just issued a full refund for you while I'm sad about this situation. The kind of situation our customer does not respect agreements or shop owner, as a person.

We stated in our shop announcement:
Dear Customers, All your ordered made 2 days in advance to the Latest Dates of Posting to corresponding destination should arrive before Christmas:
USA - 7.12.12

While you made the order on 6.12.12. Which is NOT 2 days in advance of the deadline. We still made it to mail out the order by 7.12.12 with the intention to get the shipment to your hands by Christmas in our best effort given I was packed, worked over-night during the peak season those few days.

Yet you requested a refund and threat to give us "negative comments and advising people not to purchase from you". And it's clearly stated in our shop policy that "We do not take liabilities in regards to mail lost or item damage during the shipping process.". I seriously have no idea how you put the blame on us.

Attached pls find the photo I took for the shipment when it was sent out in post office. I believe it will arrive your hands very soon. And I hope nothing from you but to be fair to others you will trade with in the future on Etsy as it's a great platform with a lot of lovely and friendly people.

Love,
Madeleine

______________________________

It's frustrating I did no wrong but I had to make a refund for this customer so he won't post a negative comment. I did my best to keep my customers happy but this happened.

What can I do in situations like this?
Like when I get a negative comment I don't deserve, can I tell Etsy admin the situation to remove that?

[Former_Member]

Regardless of whether you say you aren't responsible for lost or damaged items, you are still responsible as per paypal. They will (almost?) always refund the customer in these situations. But no, Etsy won't remove feedback. Your option in these situations is to initiate a "kiss and make up".

[Former_Member]

I do not think you can remove it. When packages get lost in the mail and we accept paypal of DC we have to refund the money even if your policy said you do not their policys trump it. I would suggest you change the policy and maybe purchase insurance in case this happens again.

I know you are upset but the customer is also as it is our job to get them the items they ordered if we can not or it is lost in the mail we have to resend if we can or refund. I would not of sent them the picture of the mail at the post office as it does not really apply as in the end it was lost and no need to bother them with all of that.

I would write it off as a business expense and apologize and move on and just put some safe guards in place to protect your investments.

Good luck and I hope everything works out in the end.

[Former_Member]

Madeleine, i am so sorry you had a negative transactions experience.
I am closing this thread as you have mentioned specifics of the transactions that can be traced back to another individual.

Thank you
-Kimm