Customer able to file help request for non-delivery after 3.5 years...

[CaseSwaggerUSA]

I had a buyer contact me about the non-delivery of an ordered item from a purchase in June 2019 that has delivered as an Etsy status using their labels. As everyone knows, tracking numbers are re-used about every six months or so. Very interested in how the buyer was able to even open a ticket as it states up to 100 days after the expected delivery date in the Etsy rules and such. Cannot wait till some bot decides to refund this one....

[givemeacrown]

Did they actually open a case? Or is it just a message with a label that says "help request"?

[CaseSwaggerUSA]

It was a message with the "help request"

[bradgoodell]

@CaseSwaggerUSA  That is merely a new function of Etsy.  It's supposed to encourage sellers to respond quicker.  

[givemeacrown]

That's just a normal message then. They can't open a case so long after the order.

Depending on what the message said, they might have contacted you when they meant to contact another shop.

Or if they did mean to contact you it could be they are confused or trying something out. 

You can respond asking if they intended to contact you as the order was placed on X date and was delivered etc.  They might realise they intended to contact someone else. 

[bradgoodell]

It's just a message.  It's too late to give a refund, file a chargeback, or leave feedback.  A simple reply:

"Are you sure you've contacted the right shop?  This order was placed on X date and shipped on X date.  That was over 3 years ago.  Unfortunately, it is well-past the time period in which I can ask USPS to investigate.  Sorry I cannot be of more help."  

[CaseSwaggerUSA]

Thank you for the responses! I guess I misinterpreted the purpose of the help system. It still boggles the mind that someone would ask for a refund 3.5 years later. I always try to provide excellent customer service, but that is a little much. 

[bradgoodell]

Hey, they've been incidents where people have asked about packages mailed 7+ years ago.  Weird, but it happens.