Buyer(guest) says it wasn't them who bought my item (FRAUD)???? Etsy not helping me. very frustrat

[FernsCreativeCorner]

Buyer (guest) purchased an item from my shop but said it wasn't them who made the purchase?  I received payment thru etsy payments.  I shipped it to them within 12 hours and sent an email stating it was shipped, they emailed me back saying it wasnt them that placed the order..   so I am very confused.  I told them to send it back to me and I will refund them but I am losing money with shipping.

I just received another sale thru (guest) and Etsy payments and I have reached out to them to see if they actually purchased the item but no response.  SO very confused.   

Anyone experiencing this?

[NanaLetha]

For the first one - probably someone in their household.  I would not pester the other guest buyer. i

[SeasideRoseCreations]

If the person doesn't send it back, I wouldn't refund.

If they were hacked or lost their CC, that's on them to contact their CC company and have them deal with it.

Etsy has methods in place to process CC orders and if the card went through, you are done on your end.

[CottageintheCove]

Wait until the item shows delivered. Then the buyer can dispute it with Etsy. You did your part and shipped the item. There are a lot of scams right now so do not become a victim. You can also try to have the package diverted back to you, you would have to go to the post office with the tracking #, or go to USPS website and see what your options are. But for now wait for the item to show delivered before you do anything else.

[hopeandjoystudios]

Diverting is like $15

[timelapse]

@FernsCreativeCorner - Instead of diverting, just tell them to refuse it without opening and it won't cost to send back.

[auntiejans]

Just a little suggestion, I always wait & ship orders the next business day.

[PracticalPrintsByLee]

I wouldn't worry to much, let etsy deal with it if theres an issue, i'm always suspect of guest buyers as i do know etsy does block customers who continue to trying to scam so could be one of those in which case they wouldn't be able to open a case anyway

[BagmakerSupply]

@FernsCreativeCorner: Sorry that this happened to you, but strictly speaking this is neither an Etsy nor a 'guest' account issue. This exact same thing could happen on your own website with your own payment processor and unfortunately is a cost of doing business. There is no easy answer as to what to do, but this is one case where it would probably pay to just wait until the package is delivered and the buyer does something. If it does turn out to be a fraudulent purchase then Etsy and their payment processor should absorb it.

[VintageRescueSquad]

As stated, as to the first instance, it was probably someone in their household using their account/email or fraud (scammers testing CC numbers). It's not up to Etsy to help you. It's your business. When the buyer says they didn't order, you were right to say to refuse delivery (return to sender, instead of "sending it back"). Upon return, you then refund.*

Or, they can open a fraud case with their CC company. Etsy is not involved.

*You say you will "lost money on shipping", but shipping is a business expense line item on your taxes, whether you "lose" it or not.

As to the second order, don't be wary of all guests!  Yours sounds like a one-off situation

[hopeandjoystudios]

Ask them what their address is. If it matched where it was sent it wasn't a hack. Don't offer up the address,  ask them. A CC fraudster won't ship it to their address.

[SewInspiredByJapan]

You don't accept cancellations and shipped within 12 hours.  One problem with both of those is if a customer has "buyer's remorse" you aren't giving them a way out.  Also, if it is card fraud you aren't giving the card holder adequate time to be notified and follow up.  I would suggest you allow cancellations and wait 24 hours to ship in the future.  Also, your shop location should show the city and state.  If there is a dispute filed by customer and your shop is not in proper order, Etsy will find for the customer.

[CarmelitasBoutique]

hi. I feel for you ... I sold an item 18 nov. funds have not been released. i sent my item recorded delivery. it was received by buyer but she has not responded to my emails.... I run my own website. Customer service with Etsy is non existant!! Ebay far superior. I thought I would give Etsy a go but if my funds are not received by 25 dec. I will cancel account and right off monies as a bad experience!!!  I have no faith with Etsy at the moment. It seems that the customer is more important than the seller who pay fees comes second best.!!

[CraftyCornishMaids]

You cannot contact etsy about a customers finances and card, there are rightly privacy laws to protect the customer.

If they say they did not order it, let them know that they should contact their card provider and report the fraud, and then contact etsy - they have to do it, it is their financial information and situation

.....

Do not pester the next guest who bought, leave them alone and just ship it.

You can also say you will refund, when they return it.

[hopeandjoystudios]

(Been pondering this) PLUS they are saying not ONLY did someone hack their Etsy account, but they also miraculously hacked a CARD of theirs somehow or at least knew the 3 digit code on the reverse to buy presumably doll house furniture? Sent to THEIR address or a different address that would be easily tracked? I smell change of heart at best and outright scammer at worst. Hackers hack for high dollar items.

[hopeandjoystudios]

Also know you can look up the address supplied and see if it is attached to their name/google their name and town and see if it is attached to the address.