Horror Wrongful Case

[AbyssinianRock]

Hi everyone,

I'm relatively new to selling on Etsy, having recently transitioned from eBay. The switch has caught me off guard, and I'm facing some unexpected challenges.

Initially, things started well. I listed a few items, and one particular product—a print-on-demand T-shirt managed by Gelato (integrated with Etsy)—became unexpectedly popular, selling 52 times in around two weeks.

However, I've recently encountered some troubling issues:

1. Yesterday, a buyer messaged me stating they had made their order by mistake and requested a full refund. I replied explaining that the order had already been processed and shipped, but assured them they could initiate a return for a full refund once they received the item.

2. Today, the same buyer opened an "Item not received" case. Before I even received notification of the case, Etsy's "case mediation team" automatically refunded the buyer without any questions or input from me.

3. In a similar incident, another buyer opened an "Item not received" case on the same day they placed their order. I received no prior communication from this buyer and wasn't notified about the case until after Etsy had already issued a refund after I shipped the order.

4. Shortly after these incidents, my account was suspended for reasons unclear to me. The dashboard message states: "Your account has been suspended – here's what to know. Your account may have been suspended due to policy violations, overdue bills, or regulations you haven't met. If you think this is a mistake, you may be able to file an appeal with Etsy."

These events are deeply concerning. In both cases, buyers purchased items that I shipped, but while the orders were still in transit, they opened "Item not received" cases. Etsy then immediately refunded them, leaving me out of pocket and without my merchandise.

To make matters worse, Etsy has suspended my account and canceled all my recent open orders. I've attempted to contact Etsy through their help section, only to discover they don't seem to offer phone, chat, or email support.

I'm at a loss for what to do next. I was just getting started on Etsy, and this experience has been shocking. The seemingly senseless handling of these cases and the lack of seller protection is alarming. I'm seriously considering taking my business elsewhere.

I'm reaching out to this community forum as a last resort, hoping to find some insight into how Etsy operates and if there's any recourse/transparency for sellers in situations like mine. Any advice or shared experiences would be greatly appreciated.

[TheWestcountryWitch]

What were on the t-shirts?

Did you list the printing company as a production partner?

[AbyssinianRock]

Cool graphic design no copyright/tradmark...

The printing company is Gelato which is a well known company that is well integrated with Etsy.

The entire proccess is automated. listing, payment, shipping, order updats, tracking number is all done automaticly. 

[GieseDeseiGns]

Looks like the shop is closed, not selling on Etsy.

[BagmakerSupply]

@AbyssinianRock: Without being to see your shop or your listings it is hard to offer help, but at least in the past, refunds seemed to be done automatically (without the buyer needing to open a Help Request first) if the shop did not have compliant policies, i.e. met the UK returns requirements.

Unfortunately you will need to contact Etsy for answers. Try https://help.etsy.com/hc/en-us/requests/new?segment=selling or https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback or you can open a support ticket through Dashboard > Community & Help > Contact Us

[AbyssinianRock]

Thanks for the info. Shall give it a go.

[hopeandjoystudios]

Did you have a valid CC on file for them to pull refunds from? If not that can close your shop..usually just suspends it though. 

[UppNorthEh]

that's what I thought.  with all those refunds maybe the funds weren't there.  that's instant shut down.

[AbyssinianRock]

Thanks for the info. Just checked my billing section and my CC wasn't upto date so I addeded my updated CC on there.

So now if that was the main issue for account suspension that should resolve it wount it!?

Also my other main issue is refunding buyer while the order is still on transit how do I resolve that? How does that make any sense, where is the seller protection?

[UppNorthEh]

There is no seller protection.  It is most unfortunate you encountered unreasonable buyers.  Maybe since you are new they figured they could take advantage.  If the design was popular perhaps it will sell somewhere else.  

[hopeandjoystudios]

You will have to reach out to Etsy (unfortunately) and see if they will reopen you. Good luck!

[TheVintagePineapple]

''I'm relatively new to selling on Etsy...''

There's a cached version of your shop that has two reviews - one dated February 2023 and the other from July 2019.  So when you say ''relatively new'' do you mean you recently reopened the shop?  

Were you selling the Jack Daniels t-shirts again or just the opals?

[AbyssinianRock]

I was selling opals for a short time of period for less than 3 month in 2022 and frankly wasnt making enough sales so I reverted back to ebay and other outlets back then.

But recently I thought I would have a go again with Etsy and this time had much better start to my business than the last time....

[moonbeamgifts]

Unfortunately, the community forum has no power other than sometimes mods swing through these days and occasionally refer off to a specific team but....   In the end, you're going to need to open a ticket and keep pursuing support with Etsy if you believe your items and shop were "legal"/without reason to suspend.    You should be able to open a ticket through the web support and then need to keep escalating that individual ticket, not create any new ones because that will send you to the back of the line again.

I hope it works out!

[Adorabilities]

I'm really curious how a customer was able to open a non-receipt case on the day they placed the order. Had your shop already been suspended when that happened? That should have been impossible -- cases can't be opened until the ship-by date has passed, and only 48 hours after they have contacted you.

[AbyssinianRock]

Well that is excatly what happened to me.  All happnded one after another. Buyer bought the item, several hours later I recived email notification of a case resolution to  a case opened item not recive case and Etsy's resolution was to refund the buyer after I shippied the item. And then after that my account was suspended...

[StitchRoundabout]

It's not unusual for buyers to place an order by mistake.  What is unusual is to be allowed to open a non-receipt case so soon after placing an order when there was no way for the item to have been received yet.  It sounds like there may be a glitch on Etsy that is showing buyers that they can request non-receipt shortly after placing their order.  If so, then it also sounds like the two customers who requested it may have either (a) placed their orders by mistake but perhaps the system was not showing them that option so they chose non-receipt because it was the closest option, or (b) been scammers.  Regarding (b), scams are more common on selling platforms when the holiday season is approaching and/or in full swing.

[AnnaleasFinest]

Here is the Etsy appeal center: Etsy - Appeals Center 

Or perhaps a moderator can escalate your case.

Good luck!

[FashionClozet]

This is strange.. Just about a month back, a customer raised a dispute on one of my sales and ETSY gave us about 3 days to sort it out, before it got escalated and they intervened. How was your's refunded by ETSY straight away!

[audreytherese]

Because Etsy closed the shop. Etsy does not give a seller the opportunity to sort it out if they've shut the shop down. In those instances all refund requests are issued immediately. 

In the rare case where the seller is able to appeal and open back up (based on the one cached listing I can see for this shop, they will not be getting reinstated), then it is possible to get reimbursed for those refunds. However,  it is dependent on having met all protection requirements and showing that the product was made and shipped before the refund was issued; but first the shop must get reinstated. 

[FancyTogs]

Etsy only give seller protection to shops that have all policies completed.

https://www.etsy.com/legal/policy/purchase-protection-programme-for/34509585385  - see 2.F

Reports by sellers in the forum indicate that Etsy also automatically accept all buyer claims if the shop is missing any policies required for the regions they sell to.

Lawrence (Clare's other half)

[CraftyCornishMaids]

Buyers can only open a case 48 hours after sending a help request AND after the expected delivery date.

If it was after the expected delivery date, etsy refunds in full

and as you do not have legal policies, they recoup from you.

This is very basic coding, it can be checked within seconds of a case being opened...

1. is it late - yes - refund
2. are legal policies in place - no - recoup from seller

There is no input required from you.

.....

once etsy shuts the shop, if anyone requests a refund, they do it, but that's after they shut your shop

[AbyssinianRock]

Well, I myself could not belive what happened but that is exactly what happened to me. 

If this is how Etsy treat sellers then they can sod off and they will not be getting my business. There are many other alternives to Etsy who value my business. 

[CraftyCornishMaids]

Etsy has closed your shop, they don't want sellers with illegal policies