Seller stats showing a Case against me, when Etsy refunded the customer, not me?

[BagsofFunCyprus]

My seller stats are showing 1 case against me (from 213 orders). This is incorrect, there are no cases (ever) when Etsy had to refund a customer from my funds over any issues. I always ship tracked and in the 2 cases opened in February, Tracking shows the package arrived in the destination country and then the local postal services "lost" the package. Etsy refunded the Customers and no funds left my account.  Support confirms I am correct and suggest a Technical error?

[JJewellerySuppliesUK]

Etsy chat won't be able to help in adjusting this so I would suggest sending Etsy an email.  However, I suspect nothing will ever be done about it but I hope I am wrong!

[AutumnHollowStudio]

If the buyer opened a claim it will still count if Etsy decided in their favor, even if the refund didn't come from your funds.

[BeaconwoodDettman]

If you believe this is an error, ask the chat support representative to refer on to someone else who can research and get back to you. 

Did the chat support person suggest you post your issue in the seller forum? If so, that was incorrect, we are sellers like you and can't resolve something like this. There is lots of bad information in the forum, people try to be helpful, but we aren't Etsy representatives. Take everything with a grain of salt. 

[BagsofFunCyprus]

Yes, support even provided the URL to post here. 

[JackisJustVintage]

If they opened a case, it is still a case even if Etsy refunded them.

[DOKOcreations]

@JackisJustVintage  @BagsofFunCyprus The buyer is actually FORCED to open a case to get a refund under the buyer protection program. I had a package go missing in the Indianapolis USPS hub (aka “black hole”) in November, and after the delivery window had passed, I asked the buyer to open a case for non-delivery. Etsy refunded her immediately, and notified me that they had covered it and did not recoup from me. That case never showed up in my seller stats. That’s how it’s supposed to work - at least for non-delivery cases (I made sure to ask the buyer to identify it that way, so it wouldn’t get auto-judged by a bot as “not as described”).

In the customer service seller stats under Case rate, it specifically says that: This stat only includes cases that Etsy refunded.

So if I were the OP, I would bug Etsy to get that corrected!

[NancyQstudio]

I believe any opened Etsy case will count as a case against the shop, regardless of the outcome.  This means Etsy will still cover the fees on a case that has proven not to be the seller's fault if the dollar amount is under $250. But this doesn't mean it won't be registered as a case opened against the shop. I recall Etsy announcing something about this a few months ago but I can't find it.  Hopefully, another seller can and share.  

[NancyQstudio]

I just peeked at my C/S Stat Dashboard.  There is a notation stating, "This stat only includes cases Etsy refunded."  I read this as a case where Etsy paid for the loss, not the seller.  

[LeLightFantastique]

From the customer services stats  page:

Not all cases will count against you or reflect negatively on your shop, as long as you're meeting our customer service standard. For this stat, we only count cases that resulted in Etsy refunding the buyer from your Payment account. (my italics to highlight)

This stat doesn’t include:

• Orders over US$250 (or equivalent in local currency)
• Orders eligible for Etsy Purchase ProtectionOpens a new tab
• Orders that you refunded before the buyer opened a case

[EccentricHandbags]

Etsy isn't always successful and programing things to be as they say they will be.