LoveByColor
Inspiration Seeker

Help! you're unable to resolve customer request within the next 24 hours

I’m not allowed to send messages via Etsy. yet I have to respond to a customer who is requesting for refund for digital product. My rules clearly states no refunds for digital products. She purchase a product received the product and requested a refund two seconds later. I have 24 hours to respond but I can’t respond via Etsy. I need help with this

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Re: Help! you're unable to resolve customer request within the next 24 hours

OP, you have the buyer's email listed on the order. Send a message by email that you will or will not refund the digital purchase. Be aware many buyers don't know how to download or find the file. You can send it as an attachment to an email. That's good customer service.

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Re: Help! you're unable to resolve customer request within the next 24 hours

By not allowed to send messages do you mean your messaging privileges have been suspended? If so there is nothing you can do other than wait for etsy to unsuspend your messaging privileges. 

As far as how to communicate with your customer, do what @TinLizziAntiques suggests above. 

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Re: Help! you're unable to resolve customer request within the next 24 hours

@LoveByColor: "I’m not allowed to send messages via Etsy" What error message are you getting?

If you are getting the "Bummer, your messages have been temporarily disabled" advisory generally it is because the system has detected that your account has been sending unsolicited non-transactional messages.

There does not appear to be a published time for how long messaging is muted and based on posts in this forum it can vary.

Again based on other posts, Etsy does not seem to view support requests based on user violations as a priority.

As an aside, you should include in your listings your license to use the ChatGPT name to promote your items. It is our understanding that using ChatGPT's name and brand without its permission could result in losing privileges under ChatGPT's limited license and altogether losing the ability to use the software.

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