Closed case while item was in transit

[GustoSabroso53]

A customer opened a case for an item not received while the item was in transit in the possession of the USPS. This was during the period of the hurricane near the beginning of the month. Tracking clearly showed the USPS had the item. The case was closed the same day as it was opened with a full refund to the buyer with fund removed from my bank account.  I called Etsy and they returned $250 of the over $600 purchase price and said I would get the rest when the customer received the item. Well, the customer did receive the item as detailed in the USPS tracking and messages with her, but all I get is that the case needed to be escalated for me to receive the balance. It's been a week since I contacted Etsy and still no response other than it's in the hands of the escalation department and I have to wait. This is clearly the fault of Etsy, the customer got the item and a full refund, all I get are excuses. 

[UniqueGiftOrnaments]

I wouldn't concern yourself with that since you are reselling and not allowed here. You did not make those products.

[GustoSabroso53]

All my items are in accordance with Etsy requirements. 

[UniqueGiftOrnaments]

@GustoSabroso53  No, they are not. You cannot sell commercial products separately. But you can do gift baskets. Per Etsy:   Gift baskets must have a clear theme that ties together a variety of different types of items that were individually selected by the seller

[CryzalisMasksUK]

Etsy will not refund anything over 250$. I am surprised that they refunded 250$ most sellers who have reported cases lost have received 0

[GlassyFields]

I don't really understand your shop. Looks like a lot of commercial products which would be reselling. You say they're all in accordance with Etsy requirements. Not sure how that works but assuming that you're right ... just do orders that are less than $250 (including shipping) to avoid the problem going forward. Any order over $250 on Etsy is a risk.

[HouseofWhisperingFir]

You are OBVIOUSLY reselling products made and sold by other companies.  Etsy is not the platform for you - Etsy or Amazon welcomes stores like yours.  Please close you shop and move on to other selling sites.

[TheBeeStop]

Whether this person is reselling or not, it doesn't change the fact that etsy force refunded their customers order out of the sellers pocket, while the tracking showed the package was in transit, during a major storm in which usps states on their website is causing delays. Further more, tracking now says the item is delivered and this seller has not received their money back. Whether they are a reseller or not, it does not change the fact that they sold a product and had their income taken away from them by Etsy against their will because of a postal delay. This question is not about how thier shop goes against etsys policy's. We should all be concerned about situations in which postal delays cause us to lose our income against our will. 

[Aurelia6311]

A human is not involved in the open case. Welcome to A.I. The bot just instantly refunds. I have had it from me. The customer got the over $200 item and a refund. The bot said delivery took over the 10 days I outlined in my shipping policy. It was refunded out of my account whilst the item was in transit too. Any excuse to abuse sellers etsy will take it. They are terrified of credit card charge backs. If a customer paid by CC you are stuffed. Auto refund !