Help Etsy refunded buyer even though parcel signed for

Goldfinch_1997

 I’m trying to pay off some debts and been selling a few things online.  I took a gold bracelet to a local jewellers who offered me £250 but did say that l could try to sell it and suggested £350.  

I’ve sold bits and pieces that I’ve made before on Etsy over the years so tried that.

I sold it 3 weeks ago. Posted it to the US International Signed for.  Had confirmation of signed for delivery.

Buyer says it’s not been delivered to them and they did not sign for it. Asked if they checked with neighbours etc but they opened a case against me and Etsy straightaway refunded them their payment 😭 .  

I’m desperate…Etsy don’t want to know.  

I’m going to try to talk to the post office (and in US USPS) but if they say they have delivered it how do I get the money back?

I still have a couple of rings on Etsy but don’t want to risk them too.
With winter and Christmas coming things are not looking good.

soolin

I’ve rarely sold anything on Etsy and when I do my listings are UK/domestic postage only. Im not as familiar with their rules on seller protection. It seems strange though that a site won’t take proof of delivery to defend an INR claim, does that fit with their rules or is there any additional step they required from you? 

I’m more successful on eBay so if this was on there my suggestion would be to quote their own t and cs back to them , I wouldn’t even easily know how to contact Etsy , is there a phone number or perhaps a user forum that can help? Hopefully there will be someone on here more familiar with Etsy who can also help, this board has been quiet for a few days though but hopefully someone will see this thread.

soolin

I have found this which might be worth a read.

https://www.etsy.com/uk/legal/policy/purchase-protection-programme-for/34509585385

RFW

soolin said:

I’ve rarely sold anything on Etsy and when I do my listings are UK/domestic postage only.

I've been using Etsy for a few months now and just starting to get the hang of it. It wouldn't surprise me that they'd do that though.
I'm not sure how much help I can be but one question worth asking is if the OP bought the postage on Etsy. If not was tracking added immediately?
I don't send much outside the UK but I do know International Signed For isn't always that good. I used it to send some important papers to family in the US and it was tracked as signed for but was never delivered.
The other problem with Etsy is that their CS is very limited.

the_lunatic_is_in_my_head

soolin said:

I have found this which might be worth a read.

https://www.etsy.com/uk/legal/policy/purchase-protection-programme-for/34509585385

Sadly only covers up to 250 USD and OP was over this. Not finding much in the help pages as to what happens for INR over 250 USD, you'd expect them to ask for tracking, question for OP, did you add the tracking to the Etsy order when you posted? 

Goldfinch_1997

Yes, all tracking details and confirmation of delivery was confirmed with Etsy and had added images of Royal Mail receipt for the parcel and about to add the image that confirmed parcel delivered and signed for at the address in the States but Etsy had already refunded.
If this is how Etsy do things I’m not risking sending either of my other items abroad.  

Not sure what else I could do to protect myself.  

the_lunatic_is_in_my_head

Unfirtunaely I don't know what to suggest OP, other than it might be worth you asking the question on the Etsy seller forums as there's more likely shop owners on there more clued up than us here on MSE