Hello. I am not sure what to do here. I had an international order from Japan. The buyer gave me an address that was not valid. We straightened that all out and her package shipped. She uses a translator and I will say does not get messages clearly. I say this because I have many responses that say "I do not understand English". It was stuck (for lack of better description) in Miami customs for over a month. The package began to move again. I continued to update the buyer as to all updates.
Then the buyer opened a case on me. I provided all of the information including the tracking number and subsequent movement, was in transit and I responded immediately to Etsy support. The very same day the buyer escalated the case, never posting a single response to my numerous entries and proof the package was en route, and Etsy refunded the order in full.
Is there anything I can do here? I am now out of my merchandise and the money of the sale and they deducted their shipping charges. The buyer has not confirmed she wants to keep the order or return it. The more time that goes by the more I fear I will be the one out hundreds of dollars.
Any advice I would appreciate.
Saundra Hamilton
One Spirit Artworx on Etsy
