Closed case

[Augisfan]

Hi

I am a seller since 7 years and it's the first time that an admin closed a case without communicated with me

The case has been closed for an item not received or the item has been received

How can I contest this desicion

Thank you

franck

[Adorabilities]

Looking at your shop, I can imagine that Etsy took the money from your funds. You can try to appeal, but any transaction over $250 is subject to Etsy giving out refunds from your account. 
Can you give some more details about the transaction?

[Augisfan]

Hi shipped on time and the item has been delivere on time too

the buyer escalated directly the case and an admin refundedafter few minutes 

i am chocked

[CraftyCornishMaids]

You are in Spain with no legal shop policies

GDPR, right to withdraw, name and address in sellers details, and trader box ticked,

so if a case is found in the buyers favour, etsy will recoup from you.

....

The buyer has to contact you with a "help request" and you have 48 hours to sort it out with them, that's your timeframe,

after that, and if it's after the delivery time you set on your listings, they can open a case for "not arrived when expected"

If you had the shipper selected on etsy, and the tracking number on there, and it shows shipped on time,
AND, the item was delivered before the case was open,
Appeal

[NancyQstudio]

I'm so sorry to hear this happened.  Etsy has changed how they are handling cases.  Here's there policy info: https://www.etsy.com/seller-handbook/article/1085799204521

Unfortunately it is risky to sell any order totaling $250+ on Etsy.  Etsy has no seller protection for cases opened in this price range.  These funds are refunded out of the sellers account if a case is opened regardless of circumstances or proof of delivery.  This includes signed signatures.  There have been reports of some sellers have success with contesting this.  Some have not.  As mentioned above by Carftycornishmaids it can help to have all policies in place.