The delivery date is not yet due but the customer has opened the case

[WoodToyKid]

Buyers are not good.
I have an order on June 6th. Processing time is 3-5 days due to personalized crafts. But before the delivery deadline, the customer opened a case that never received the item and Etsy refunded the buyer immediately causing my account to be suspended. I don't understand what's going on?
Can anyone help me? Etsy team if you see the post, please respond.

[WitticismsRus]

This to a peer to peer support forum so it's just us sellers here trying our best to help each other. Occasionally an admin will pop in if there is a major issue going on but generally it's just us sellers.

If you need help from etsy support you will need to open a support ticket through the support ticket system. 

Shop manager > community & help > contact us

[AAANativeArts]

If you appeal their decision, it is likely they will reverse it. But they will probably send you a couple canned responses that do not address your issue before a real person looks at it. Just keep responding from the I Still Need Help link in their replies. Do NOT start a new email thread or you will have to start over again with the canned responses again.

[bradgoodell]

Looks like something else is going on.  Etsy has closed your shop.  

[audreytherese]

My best guess is the shop was already under investigation. Then I question are they sure the customer opened a case, or did Etsy shut down the shop and immediately refund any open order(s). 

Obviously just some theories. 

[DivineCrossings]

@audreytherese @Good catch!

[WoodToyKid]

Yes, I got a suspended account right after that

[DivineCrossings]

Whoopsie…never mind 

[bradgoodell]

Etsy doesn't normally allow for cases until after the delivery date has passed.  However, this shop has been closed by Etsy.  So it's possible that is why Etsy is simply refunding.  

[DivineCrossings]

@bradgoodell @Just noticed that thanks to @audreytherese. You caught me before I could remove the comment lol.

[WoodToyKid]

I thought so too but there are also 2 more orders that are in the same condition and haven't had anything like the refunds above.