Scammed on Etsy · Poster Print on Demand

Scammed on Etsy

Has anyone successfully appealed an Etsy case decision?

I recently had a buyer open a “not as described” case over a wall art print. The unusual part is that the buyer originally sent me a photo of the artwork which appeared consistent with the listing images. After the case was opened, a second photo was submitted which looked dramatically different in colour and saturation from the original photo.

During the case, Etsy asked the buyer to either return the item or provide additional photographs. The buyer did neither. I offered a full refund upon return, provided a return address, and also offered a goodwill partial refund. The buyer declined to return the item due to the cost of return shipping.

The buyer also made comments about damaging my business reputation, which Etsy acknowledged during the case.

Despite this, Etsy refunded the buyer and charged the refund to my account, while the buyer kept the item.

I’m trying to understand whether there is any realistic appeal process for situations like this, and whether anyone has had success getting Etsy to review a decision where the evidence provided by the buyer was inconsistent.

Would appreciate any advice from other sellers who have experienced something similar.

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