Is Etsy help down? I'm being harassed NEED help

[TheGiftGalleryAU]

I have a customer who is messaging non stop harassing me. 

long story short its been nothing but issues,

(REMOVED)

[CryzalisDesigns]

You can send them an email https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_update_account_email-contact_selec...

Also include all the correspondence with the buyer to the email, they are not allowed to blackmail you for review rating, it's called feedback extortion and is against Etsy Rules, so you can have this review removed if you can send Etsy the correspondence showing the buyer threatening you with a low review even though you offered to help the buyer 

[AnnaleasFinest]

@TheGiftGalleryAU 

"decided to try blackmail me by saying she will leave a 1 star if she didn't get her way..... she then left one ..."

You can report the review directly, there is a tag under the review!

Feedback extortion is not allowed!

Add the conversation with the threats as a screenshot, save all of the convos!

You have a good chance that this review gets removed, and I hope for you that Etsy will.

Just in case Etsy doesn't, you never know, reply to the review, only facts, don't be rude, this is to show future buyers that you handled it professionally, and the buyer was being xxxx. No insults again.

As to the continued messages, --you can give her one more warning to either accept she needs to return the goods first, before she can get a return, and that retun shipping costs are on her, because you sent what she ordered, and it arrived as described.

If it doesn't match her existing deco, that's not your fault. All you can do is take it back, which you offered.

My personal opinion: Customers who bully a seller like this, may have succeeded with this method before... just saying...

[AAANativeArts]

If you respond to the review, it will lock it in so it can't be removed, so try to get Etsy to remove it first, as others have said.

If Etsy won't remove it, I would just respond "I offered this customer a refund upon return of the product." and leave it at that. Don't include any of the drama.

You only have to respond once to a Convo, so I would send any further messages to Spam and quit responding to her. If she continues to contact you after you have asked her not to, you can report her to Etsy for harassment.

[TheVintagePineapple]

@AAANativeArts Responding to a review does lock it so that the buyer cannot edit it again.  However, responding to it won't prevent Etsy from removing it, if warranted.

[CryzalisDesigns]

Maybe ask Etsy to check her history of opening cases and leaving bad reviews, there are quiet a few!

[TheGiftGalleryAU]

hi, thanks

how did you find this information? How can i see how many bad reviews she has left ?

seems she's gotten away with it many times before 

[AnnaleasFinest]

@TheGiftGalleryAU

here is the link. KarenCheck 

Go to her profile and copy and paste what's in the browser.

Then you can see her previous reviews.

She left a lot of bad reviews already.

It also seems that at least one seller changed their mind about shipping to her, cancelled, but she immediately left a bad review.

[SignandLetterShop]

Etsy Check will allow you to "rate this buyer".

[AnnaleasFinest]

@SignandLetterShop 

got a link? Never heard of this before...

[SignandLetterShop]

@AnnaleasFinest I put a link in, but see it was removed.  My friend must have reported me...again.

[riverofbeautydesigns]

Go to etsycheck.com or Karencheck.com and enter her user name. 

[bohemians]

Wow - she has really left a lot of negative reviews!

[CraftyCornishMaids]

with regard to the refund issue,

you have no policies, so if they open a case, they will get a refund in full, etsy states you need policies for seller protection

https://www.etsy.com/uk/legal/policy/seller-protection-policy-effective-until/1077756588237

extract

1. Seller Eligibility Requirements

Eligible sellers are automatically enrolled in Seller Protection — there is no application process. Here's what you need to do to make sure your shop is covered:
C. Fill out all of your Shop Policies (it's especially important to have policies for returns, exchanges, and custom orders). Your Shop Policies have to comply with Etsy's policies, as well as your local laws.

,,,,

I would refund in full, and update policies for future

[AnnaleasFinest]

The good thing for the seller is:

The buyer may not know.

[TheGiftGalleryAU]

Thanks, yes thought we did have our policies in order however turns out we did it on our website not etsy store. Have fixed it now

[Spellbinderie]

The buyer could get a refund due to your lack of policies at the time of that buyer's purchase but of course no one can say for absolutely sure what will happen.  It's up to the Etsy agent that handles the case and I've seen them refuse a refund if the seller has offered a refund upon return.  Also it may be refused on the basis of the extortion.

I would definitely continue to stand your ground and tell the buyer one last time: return the product for a refund and to kindly stop contacting you as there is nothing else you can do for them.

Flag the review so Etsy looks at it in addition to contacting Etsy about the harassment.
Good luck, sorry you're going thru this.

[Spellbinderie]

I'd also start marking new messages as SPAM after you ask the buyer to stop messaging you. You've offered a fair solution, time to pull the plug.  

[CarpetCollectionAU]

@TheGiftGalleryAU Is the Buyer in Australia or Overseas? This is the big question.

You have a 14 / 30 Return / Refund Policy so Etsy should support you if you stick to this published Policy

"Conditions of return

Buyers are responsible for return shipping costs"

However, if the Buyer opens a Not As Described or Faulty / Damaged Claim it may be difficult to prove your case. The Bottle/s were "customised" and not "personalized", so, perhaps, cut your losses and refund with a return Shipping AusPost Label??

[CraftyCornishMaids]

@CarpetCollectionAU 

they have just updated their policies today, there is todays date there

they had no policies when I looked 5 hours ago

[PristinityJewelry]

Whoa!  A quick KarenCheck tells a tale.

[TheGiftGalleryAU]

Shes now gone around the system and gotten herself a refund from paypal. So she's gotten what she wanted from it. I have a case open with etsy but am yet to hear anything. I just cant understand how they can allow this type of behaviour its clearly premeditated

[AAANativeArts]

Since Paypal refunded it, be sure Etsy knows that so they don't refund again.

How did she get a refund from your Paypal account? It should have come from Etsy's account, no?

[BootifulLabels]

Am I reading this right?

The OP states she is being harassed by a buyer on the Etsy message system (reasonably privately since no-one else but the receiver and possibly Etsy staff can actually see those messages) and people are suggesting she publicly name and shame the buyer on global vilification sites that take the (at this stage one-sided) argument to the world?  I abhor these sites, they represent one side of the story only.

[Miriboheme]

that's exactly what we're suggesting. it may save future sellers a lot of headaches.