Etsy Support is a joke

[3BeadDesigns]

I am a long-time seller and recently reported a one-star review due to the customer unhappy about the shipping speed via USPS.  I flagged the review and requested it be removed due to it concerning Third Party (USPS) issues and not my item.  Due to Etsy using AI to review requests for review removal, the request was denied.

This customer clearly states in the review that it is not about the item quality, but the slow shipping.  This item was shipped from NC to CA via First Class Mail on Sept. 29 and was Confirmed Delivered on Oct. 4.

This customer contacted me two days after ordering and demanded a refund due to the item not being delivered, then continued contacting me daily demanding a refund although I politely explained it was still in transit.  She is hostile and insulting and working with her to change the review is clearly not an option.

I requested a call from Etsy.  The customer service rep at the call center does not have any authority to remove a review or basically do ANYTHING, just listen to complaints and take notes.  There was no other person (like a manager) who would speak with me.  She suggested just responding to the review, and any experienced seller knows this is not a great idea since it pushes the negative review to the top of the Review Section.

I know I have great reviews and this will not impact my shop long-term,  but this really bothers me.  Etsy needs to support it's Sellers from hostile and unreasonable Buyers.  Abuse of the Review System to try to get a free item (which is what I believe is happening in this case) is not acceptable.  This review clearly falls under Third Party issues and should be removed.  Apparently AI is now calling the shots on Etsy.

Rant over.

[VivianJoel]

I am assuming you used the Chat feature?  Was that just now or yesterday?  Only asking because you have a better chance to reach someone who can do something or escalate if it is during business hours Monday thru Friday.  If it were me I would try again with the goal of getting to someone who can do something.

[3BeadDesigns]

I requested a call and spoke to a human at a call center.  She could do nothing.  She was not authorized to do anything at all.  That is why I am so frustrated with this situation.

[PrimFun]

Shipping is one of the items for review that a buyer can comment on as well as product quality.

The review does not qualify for removal as it needs to specifically state the name of the postal system in the review.  In this case USPS must be stated by name.  What to Do if You Receive a Negative Review – Etsy Help

Reviews are protected under law.  Etsy simply cannot remove for any reason except in the narrowly defined list of reasons.  Consumer Review Fairness Act: What Businesses Need to Know | Federal Trade Commission

Support did what they legally can.  I hear that you are frustrated with this but legally Etsy can only do what is allowed under law.   

[JJewellerySuppliesUK]

Unless the shipping carrier is named in the review, then it does not qualify for removal. Etsy's hands are tied as there are stipulations by law on what can be removed.

It's surprising that adults act like this!  She just needs to open a case not berate you about it!

Have you tried communicating with her and hopefully she might change the review once things are resolved?

If she doesn't respond or it seems unlikely that she will then simply reply civilly (don't act like her!) and say something like, "I am so sorry USPS is yet to deliver your order/was late delivering your order/or whatever the scenario turns out to be. 

[3BeadDesigns]

Update on this:  She did open a case and received a refund even though the item was confirmed delivered.  Disgusting.  She got exactly what she wanted--a free item.  And I still have a one star review.  Thanks Etsy.

[JJewellerySuppliesUK]

Yuck!  So sorry!

[ChillwolfArt]

I'm very sorry this happened to you. And it isn't right that someone gets to claim non delivery on an item that shows as Delivered. I know your Buyer was already refunded by Etsy. Was it through your Payment Account, or did Etsy cover it?

I wonder if at this point, you could say you will be starting a postal investigation for mail theft. In this Response from another Thread, @TinLizziAntiques  said, "Ask USPS for the GPS coordinates of where your package was delivered. If it was the wrong address, it is USPS's obligation to retrieve it and return to the right address. 

If the package was delivered to the correct address as shown by the GPS coordinates, then you can inform your buyer and tell her a postal inspector may call her to start a postal investigation of missing property. You can also tell her a police report will be filed. Very often the idea of all the authorities talking to her will prompt the unexpected sudden finding of the package. Don't refund yet."

As I said, I know she was already refunded after opening a case, so you may not wish to perform the above action.
Also, as frustrating as this is, on the plus side, you have a large number of sales. Which means a large number of positive Reviews, making your Average Starred Review much higher than say, a smaller Shop who does not have the amount of Sales/Reviews that you do. And any future Buyers can take a look at that Review and see it is in no way a reflection of you.

I hope this helps in some small way.

[AmoreTreasure]

Etsy support IS a joke - just not a funny one...I'm sorry that this happened!  I just flagged the review so maybe an actual person will actually see it.  Contrary to what others claim above, Etsy will remove reviews about shipping speed/item never received regardless of whether or not the buyer typed "USPS" in the review.  (I know this because I've had reviews removed in the past.)