Etsy

An order came through for a set of China for $895.00. I prepped the order, shipped the order, and then scanned the package at UPS.

The order reflected as delivered two days later, WITH A PHOTO FROM UPS. (the box is in the garage with a red sticker on it in the center of the photo)

I get an email saying my account has been suspended and that the seller has generated a ticket (see attachments), STATING THEY RECEIVED THE SET AND THAT A BOWL BROKE AND THAT THEY WANT IT REPLACED. My account remained suspended, investigated as a not delivered item, and my account is now permanently suspended. I appealed the decision and was met unsuccessfully with a highly suspect message from customer service an hour later (when they say the process can take up to two weeks to investigate "thoroughly") stating that they don't want their email to go public, and to please refrain from making it so, but to me, what else is there to lose when my shop has been effectively stolen from me?

I have a 4.5 star rating from over 2 years, have issued multiple refunds and corrected orders however possible to keep my customers as satisfied as I can.

I am a 13 year Naval 100% disabled veteran, and this is literally my job and income that I created for myself, and without giving me any chance whatsoever to prove my innocence, my livelihood has been taken from me.

End all message? DO NOT LIST ON ETSY. No customer service, no real investigations, no integrity on their part.

Please see the appeal message and the response below:

Karan (Etsy)

Mar 1, 2024, 7:55PM EST

Hello there,

This is Karan from Etsys Member Services team. We appreciate you taking the time to file an appeal with Etsy.

After careful consideration, we've determined your account does not qualify for reinstatement. We've performed a comprehensive review of your account and the information you provided, and are unable to reconsider this decision.

While were unable to disclose our internal review criteria or discuss your account status further, if you have questions related to your Payment Account please review Etsys Payments Policy.

Were unable to reconsider this decision and can no longer respond to further messages about your account status. We appreciate the time youve invested on Etsy and wish you success in your future endeavors.

Best regards,

Karan

Cassandra

Mar 1, 2024, 7:52PM EST

Your legal full name: Cassandra Christine Tavares

What kind of items do you sell?: Vintage items

List all the locations where your current shop members are signing into your account: Suffolk, VA, United States

Why are you appealing your account suspension?: I have not violated Etsys policies or had any account issues

Other reason:

Are there any actions you've taken to address your suspension?: I have no overdue bills and have done nothing but completely honest business. Today I had an order of a Polish Tulip Vase that was broken, and the buyer sent me an image and I immediately handled it by issuing a full refund.

The order in question, #321469****, that my account was suspended over seems to be either a giant escalated mistaken claim, or a scam. The package was received, because the buyer confirmed the item to be received by stating that a single bowl had been broken out of the entire china set that was shipped out and sent on February 26th. I have an image of the receipt from scanning the package, as well as the receipt for the insured package that was sent out.

How will your business practices change if you regain account access?: I have provided excellent customer service and retained my integrity across every transaction. Please review my history and my consistent refunding when there were issues with damaged items.

I have been in business for over 2 years now without any service issues connected to my account.

Describe any extenuating circumstances that may have contributed to your suspension: I never received a message regarding order #321469****, as is evident from a thorough investigation of my account. From my understanding of reading their case, it looks like a single bowl was broken out of the china set they ordered, and I would absolutely do my best to replace the item at no cost to the buyer, but I have no images of which bowl broke, nor any idea if the rest of the package arrived completely intact. My assumption is that it did arrive intact because the only issue brought up was the broken bowl. Please, please, please review the details of this case.

Etsy has been nothing but amazing to me and I have done my best to uphold the best standards of a small business through your platform.

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Your request (#1544****) with Etsy Support has been updated. To add additional comments, please reply to this email.
Bohm (Etsy)
17 Feb 2024, 8:32pm GMT-5
Hi there,
Thank you for reaching Etsy support and we hope that this email finds you well.
I understand that you need assistance with a case filed in your shop and I'd be glad to help.
I've reviewed the order and can confirm that this case was handled according to our policies.
A full refund was issued to the buyer, from your Payment Account, because the order did not meet eligibility criteria for Etsy Purchase Protection.
When listing an item, accurate photos and descriptions are required for Etsys Purchase Protection.

Orders that differ from the listing description, or violate Etsys policies are not covered or eligible.
Please check out our Seller Handbook articles about our tips for writing listing descriptions and The Ultimate Guide to Product Photography.
I hope this helps and have a safe day ahead!
Regards,
Bohm
NDS Repair Service
17 Feb 2024, 12:01pm GMT-5
On February 12th and now, I have lost £159.5 as an Etsy seller. The buyer who purchased my items was a scammer and was refunded without being asked to return the item to me first. As a result, I am now out of both my item and my money. I have never encountered a process like this before.

In contrast, reputable companies like eBay and PayPal, Amazon, AliExpress would ask the buyer to return the faulty item for a refund. Such a process would ensure that neither the buyer nor the seller loses. If this had happened in my case, I would have been okay with it. I am very unhappy with how I was treated.

I want someone to review those two cases and either refund my money or ask the buyers to return my items.
Why don't you read what I have written? If you can't read it, please get someone else to read it for you.
I do not want you to send me the same crap as you have been sending me before about your crapy policy and had to give a refund to the buyer.
Marvin
5 days ago
Hello there,
I hope you're doing well!
Welcome to Etsy's Customer Support. My name is Marvin, and I'm happy to assist you.
I've reviewed the order and can confirm that this case was handled according to our policies.
A full refund was issued to the buyer, from your Payment Account, because the order did not meet eligibility criteria for Etsy Purchase Protection.
When listing an item, accurate photos and descriptions are required for Etsys Purchase Protection. Orders that differ from the listing description, or violate Etsys policies are not covered or eligible.
Please check out our Seller Handbook articles about our tips to write listing descriptions and The Ultimate Guide to Product Photography.
Take care, and have a great day!
Best regards
Marvin
Etsy Support
I have no issue with you giving a refund to the buyer, but I have lost a Nintendo Switch because you did not ask the buyer to return my faulty one.

That is my complaint, and it has nothing to do with your policy.
Therefore, do not copy and paste the last letter back to me,
get my Nintendo Switch back or refund my money.
Otherwise, I have no alternative but to send all of this correspondence to
To PISSED CONSUMER.
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This message is a private conversation between you and Etsy. Please respect this confidentiality and refrain from distributing this communication without permission from Etsy. If you feel this message was sent to you in error, please delete it and let us know.
Please note that feedback or ideas you share with us are non-confidential and non-proprietary to you. You can read more in Etsy's Terms of Use (Section 6).
If you live in North America or South America, this email is sent by Etsy, Inc., 117 Adams Street, Brooklyn, NY 11201, USA; if you live elsewhere, this email is sent by Etsy Ireland UC, a subsidiary of Etsy, Inc., 66/67 Great Strand Street, Dublin 1, D01 RW84, Ireland having company registration number 495696 and VAT registration number IE977****C.

You are receiving this email because you registered on Etsy.com with this email address.
Copyright 2024 Etsy, Inc, an affiliate of Etsy Ireland UC. All rights reserved.
[7NKJYG-YDR74]

As a seller I was in the middle of a big shirt order I was doing for a school choir when out of the blue my account was permanently suspended. I had a few hundred dollars in my account that I have never received.

I made appeal after appeal with no follow ups except that they were reviewing. Fast forward several months and I try logging on again and received a notice that because I did not fill out the appeals form within six months of them suspending my account I can no longer sell or shop on Etsy with any account I create. This is crap because I filled the appeals form out several times. So frustrating.

I dont care if I can ever sell on Etsy again but they stole the money that was rightfully mine from the orders I was receiving and honoring. Thieves!

I had the unfortunate to deal with a doll maker who sent me a doll thats reeked of cigarette smoke I kept the doll anyway Artist said he was going to make me another one just to keep our Goodwill cause I purchased another doll but its been over 100 days and he hasnt even provided it so not too happy that my time ran out because it ran out because of him. I havent heard from him in a while so I emailed him and said theres a doll that I would like to have as a replacement for the doll and he said he could not do that but he had I had to wait till he was well and he really didnt even have to make me a doll anyway, I felt he was very rude unprofessional And he sent me a lot of nasty text messages.

So is his fault that Ive had to wait 100 days from no response from him asking me to wait and I end up still with a stinky doll.

What do I want? Id like my money back.