does Etsy respond to sellers flagging a review?

[PantryandPetticoats]

I have submitted a" report this review " almost two weeks ago and have not heard a word from Etsy. The buyer who is from AUS claims in the review that they never ordered the item and are still waiting for Etsy to follow up. The buyer had bought and was delivered the product from me. Shortly after it arrived I got some hostile messages calling me a fraud and a scammer who used their CC info and ordered something charging the CC fraudulently. I was calm and explained to them that Sellers do not have access to any banking info etc..( Inside I am wondering if they did not order this how did they have the direct link to my shop and the order info etc..)? So I told them to escalate the case for Etsy to review.. They oddly left a 3 star review, which is strange , because if it was me and I received something I did not order I would not be leaving a review at all!! or not 3 stars !? I had asked Etsy to please review the review but nothing so far ? Does it take awhile? 

[DKVintageandBeyond]

I'd get on a chat when you can or do the email ..

At the very end is "contact support" link. If you didn't get a support ticket # or email it's the only way or chat.

How to Use Your Dashboard to Manage Your Shop – Etsy Help

[PantryandPetticoats]

hi DK , when I open that link it does not have any heading that asks bout questions based on reviews or even based on anything close! its so annoyingly hard trying to just send an e-mail

[PantryandPetticoats]

Thanks DK

[bradgoodell]

I don't know if Etsy would remove that review, but it certainly falls under "not factual".   No thief hacks someone's account, orders something with the account holder's credit card, and then has it mailed to the card holder.  And you as a seller certainly couldn't have done it.  Also, I would assume most credit card holders know to report fraud to their credit card company immediately, and this one didn't.  

My assumption:  The order was placed legitimately from their account and sent to their address.  They either have buyer's remorse, or it was placed by a family member or roommate using their account and they don't want to report fraud, they don't want to return it, don't want to deal with it.  They want you to refund blindly.  The 3 star review is meant to encourage you to do refund.  

Personally, I would respond politely, factually, professionally and non-accusatory and lock the review so the buyer couldn't change it.  Because they aren't going to change it for the better, but might change it for the worse.  Etsy can still remove it even if it's locked from buyer changes.

Out of curiosity, did they file a dispute with Etsy?   

[PantryandPetticoats]

Bradgoodell, thanks for the reply. They said they had been trying to get hold of Etsy, I do truly believe it was a scam of some kind or as you said some error in ordering as last night the buyer has become an inactive member meaning they removed their profile or Etsy has. I just find it odd that Etsy would allow the name Etsy to have a black mark as the review is saying no reply from Etsy ,I will try to get hold of someone further at etsy and if a no go I will respond to the review for sure

[PinoMagic]

• “No thief hacks someone's account, orders something with the account holder's credit card and then has it mailed to the card holder.” 

This actually did happen to me once! But it was not from etsy, and in this instance I’m also sure it wasn’t the case.  It seems more and more buyers are trying to scam sellers these days.

[CanningCrafts]

It's possible the buyer had items from multiple shops in their cart & didn't even realize they bought your item. Happens when people aren't paying attention! That's another possibility.

[NanaLetha]

Some scammers do that just to harvest tracking numbers