Unable to Escalate to Etsy

[MagpiexWolfe]

I have a package that is clearly lost. 

Bought April 24th - set arrival May 5-7th. It has been stuck in transit to this day. I contacted the seller on May 12th and she told me to wait. I contacted USPS to see if they could find the package ad they were not helpful. 

When I requested a refund is when the seller started to do something. She said she filed with Canada Post a case, but requested my info. Then said that they would contact me (they have not). As the sender, she even said that she would be the one refunded. 

I want to escalate this issue to Etsy because the seller is just dragging this out as kong as she can to not give me a refund. It is obvious this item is lost in transit. I have waited almost 2 months. I have had orders from Canada, Asia, and India come in before this. 

When I go to where it should be to escalate the issue, there is a message that says to wait 48 hours before escalating, but the time/message was the one that was sent on May 12th. So the system is just stuck and doesn't have an escalate button - I don't know if this is a glitch or the seller dragged it out so long that the button is gone. 

Where do I go to escalate this issue? 

[TheVintagePineapple]

If you used a credit card, give them a call.  If you used Paypal, contact them.

[MagpiexWolfe]

I just contacted PayPal and did a claim. Etsy came back with "there's tracking and item has been shipped" - since they responded and it's been a while PayPal let me escalate. I'm just afraid PayPal going to give me the same response, that it's been shipped and in transit. It's so frustration because it's clearly lost. And I've went down every avenue already.. 

I would do it through my CC but I did PayPal pay in 4 and I wonder if that means I'd have to do 4 claims or it would be a mess to do it with Visa. 

[CarpetCollectionAU]

Is it possible to send a second "Help Request" to the Seller and use that one to "escalate" after 48 Hours?

Otherwise, do as VintagePineapple suggests and claim through Pay Pal or your CC Provider

[TheVintagePineapple]

@CarpetCollectionAU lol Once a melon, ......

[CarpetCollectionAU]

@TheVintagePineapple ..... always a "Melon"!

Interestingly, after a long hiatus, the delightful gentleman who mistook me for a "Melon" has returned to forums.

But, once bitten ......!!

[TheVintagePineapple]

@CarpetCollectionAU Reread your first post.  There's a big ol' typo.  lol

[CarpetCollectionAU]

@TheVintagePineapple What am I missing? Opps. Fixed. Should never do two things at once:(

[TheVintagePineapple]

@MagpiexWolfe Apologies for our ramblings!

[MagpiexWolfe]

I thought about that too but when I press "help with order" it sends me back to the same page rather than let me send a new message. There's something weird with this transaction because it won't even let me leave a review. it says "you can leave review for this item on may 12th" ...Which is weird. There's something glitchy going on... 

[CarpetCollectionAU]

@MagpiexWolfe I always thought the "after 48 hours" was just the minimum time you had to give a Seller to respond. I did not think there was any "maximum". After all, sometimes it is necessary to raise a case up to 100 days after a sale. That is why the Refund Window stays open for this time. I wonder if the Seller has, somehow, changed the Shipping Details to give a delivdery date in the future? Just guessing, because the inability to open a Help Request or to leave a Review seem strange coincidences?

[DukemanDesigns]

I am so sorry you’re going through this

[MagpiexWolfe]

Thank you, I appreciate the thoughtfulness

[VintageRescueSquad]

Simple: do a chargeback with your payment processor. If the package doesn't show delivery, they will most likely force a refund.

There's no point in escalating on etsy when you can do it through your payment processor.

[BlackCatTheory]

I'm sorry this is happening to you. Which ever way you go (charge back or Etsy case) be sure to leave a review for the store. Sellers like this give all stores a bad name. Future buyers should be warned. She should have issued a refund 30 days after it was shipped. Insurance has nothing to do with you. That is for the sellers benefit only (if she even had it). You need to be refunded regardless of insurance claims.

[BlackCatTheory]

I did PayPal pay in 4 and I wonder if that means I'd have to do 4 claims

You made 4 separate payments with PayPal? Then you'll need to dispute all 4 charges.

[Spellbinderie]

I'd stay with Paypal, forget Etsy -- anyway 1). You can't have 2 cases open at the same time and 2) Etsy doesn't cover for lost packages, the tracking number is enough, sellers only need to show proof of shipping to be covered. THAT policy is changing but it was the policy at the time of your purchase.

Paypal will refund if not delivered so you should be good.  Stick with them and let it play out as I don't think they refund immediately but investigate. Give them a call if you have any questions.