Review was posted a year after the purchase

[marsolleil]

How is it possible that the customer lefts a review for the order that was placed more than a year ago? Besides, the files were not downloaded and the possibility for the review should not be opened at all. I even can't cancel this order at this moment. This is some bug in Etsy system. It should has never been published by Etsy rules.

Who and how will correct the mistake of Etsy system and withdraw this review?

[EccentricHandbags]

Did you try reporting the review to Etsy.

[audreytherese]

It's because the files weren't downloaded. The review window on digital listings opens either when the file is downloaded, or after 1 year. I don't know if it's a bug or was designed that way, but it's been this way a long time. 

[audreytherese]

"This review violates Etsy policies and rules."

How so? You can be upset by it, but I don't see it violating anything and doesn't qualify for removal. 

[marsolleil]

The window opened a year later?

[audreytherese]

Except that's not a policy violation or violating any rule. It's how the system works, even if it's not spelled out. Maybe someday they will update it and spell it out, they do make changes. Like I noticed they finally made a note that if you change your currency, it will reset your sales figures (many people realized this when their sales no longer counted towards their star seller minimum requirements). Previously it was never specifically noted anywhere, it was figured out by other members based on deduction. Just like this '100 days or 1 year from sale if not downloaded' was figured out about digital download reviews. 

[marsolleil]

The fact that the windows opens after the files are downloaded is a false information. Our case proves this.

[bradgoodell]

@marsolleil 

She said:  The review window on digital listings opens either when the file is downloaded, or after 1 year.  

Looks like it was the 2nd action in this case.  

The review in itself doesn't violate Etsy's policies for review removal.  It is factual.  The buyer could not/did not download them.  Buyer reviews are protected by US law via the FTC's "Consumer Review Fairness Act".  

It is never fun to get a negative review, and I'm sorry this has happened to you.  You have so many glowing positive reviews, this one will look like an insignificant anomaly to future buyers and will be buried in no time.  

Best.

[marsolleil]

Could yoy please tell me where you saw the information about the 1 year period on their website?

[bradgoodell]

The one year rule doesn't really matter.  Written or not, it is moot.  Federal law protecting buyer reviews trumps Etsy policies.  The review doesn't qualify to removal.  https://www.ftc.gov/business-guidance/resources/consumer-review-fairness-act-what-businesses-need-kn...

Sorry.  I know this isn't what you want to hear.  

[marsolleil]

The fact that the review window opens after the files are downloaded is a false information on their website.

[marsolleil]

At the same time I am deprived of the opportunity to return the money to the buyer since a year has passed. 

[audreytherese]

I haven't seen it posted by Etsy anywhere. I learned about this when buyers would ask (on other sites that aren't sellers only, like Reddit) why their purchases were showing they couldn't leave a review for a year. This was just one instance in many where Etsy users figured out how the site worked based on experience, not because Etsy was transparent. 

[marsolleil]

Looks like a bug as it is not mentioned anywhere in the rules.

They are talking only about 100 days.

[audreytherese]

What is an Estimated Delivery Date? – Etsy Help

The order must be within a 100-day review window, starting from the order’s estimated delivery date. For digital items, this window begins once you download your file(s). This window is not paused if the order has an open case. 

It defaults to 1 year if the file isn't downloaded. There are many posts about this and as far as in the rules, while it may not state it directly, it's up to interpretation based on the delivery window opening up. 

[hopeandjoystudios]

I get review requests IMMEDIATELY on download of a digital item..which is a bit annoying as I  haven't even had a chance to use it yet.

[marsolleil]

The files were not downloaded and the customer has no idea what the product is. How can it be assessed?  

[CraftyCornishMaids]

you don't have to receive it, to leave a review,

or no-one could ever leave a review for a transaction if it was lost in the post

The review is about the whole transaction and service

and they are actually correct, they didn't receive it (download it) and as it's digital, they can still leave a review

etsy probably prompted them after a year, to leave a review

[LoreandMeaningShop]

You can offer to email the files to the customer and ask her to update her review. I believe you need a laptop computer to download digital files, I don't think it works on the Etsy mobile app, so maybe that was her issue.

[marsolleil]

The order must be within a 100-day review window, starting from the order’s estimated delivery date. For digital items, this window begins once you download your file(s).

[CarpetCollectionAU]

@marsolleil" For digital items, this window begins once you download your file(s)." This is correct. BUT, if the files are not downloaded, the Review window opens after a year. Strange, but true, programming

Are you referring to the one star review? Did the Buyer send you a message or Help Request at the time of the Order one year ago?

Recently, Etsy has been sending messages to Buyers asking them to rate their satisfaction / disatisfaction with past transactions. Many Forum Members have reported receiving these for Orders made many years ago. Sellers are also reporting receiving Refund requests for very old transactions which are well past the Refund window.

In your case, it is entirely possible that the Buyer received a message from Etsy about the Order and this reminded them that they had not received / opened the files. Then, due to the fact that the digital files were not downloaded, the Buyer was able to leave a review because the Review window for digital files closes 100 days after the Order IF the files are downloaded OR after one year if the files are not downloaded,

It is unfortunate that the Buyer left this Review but it is not a "bug" or "glitch" as such, It is a programming anomoly which has existed for years. It is this same anomoly that causes Buyers to receive notification that they cannot leave a Review until after one year when they have not downloaded the files.

[marsolleil]

The buyer has never contacted me and left a 1-star review a year after the purchase. The files were not downloaded. I wrote to this buyer after the review but to no response so far.

I think that the buyer can post the review only after downloading the files, as Etsy rules say.

[marsolleil]

Could yoy please tell me where you saw the information about the 1 year period on their website?

[AudaciousAttire]

Its definitely an etsy problem. I have been getting emails to review things from a year ago. 

[BadgeReelBoutique]

I received a message message the other day to review 2 items that I purchased exactly 1 year ago. They were digital items and had been downloaded after they were purchased.  Obviously another Etsy glitch.