![]() ![]() ![]() In some circumstances Etsy will handle the case and refund the buyer on the sellers behalf with no cost to them. Starting August 1st, Etsy will be instituting its Seller Protection Program. While Etsy has a robust buyer protection policy, Etsy also has a seller protection policy. Having an outside third party mediate the transaction can be really helpful, and Etsy’s caseworkers are generally quite fair. Whenever possible, you should try and avoid the case system altogether. With most issues, it should be obvious to you who is at fault, even if the customer doesn’t agree. Ideally, you would be able to resolve a case with the customer without Etsy’s intervention. Cases are opened because either the package was not delivered, or the customer felt the item was not as described. ![]() Etsy will assist in the resolution of the case between the buyer and seller. When a customer has requested help via the “Help with Order” message link, and you’re unable to resolve the issue together within forty-eight (48) hours, a buyer may file what’s known as a “case.” Using the case system, a buyer informs Etsy that there is an issue with their order that they were unable to resolve with the seller. You’ll need to step carefully to defend your business. Customers will choose to open cases for any number of reasons, but usually because they feel like they aren’t going to get what they want from the seller. Often times it’s not your fault as a seller. “Someone opened an Etsy case against me, now what?” While issues are somewhat rare, not every transaction goes perfectly. ![]()
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