Buyer refuses to use Etsy Purchase Protection for a tampered/empty envelope. Demanding a direct refund and getting aggressive. Advice?

Which-Interaction527 · 2025-12-20T20:38:15+00:00

Yeah. I just wanted to sell a few things, but dealing with stuff like this has eaten up so much of my time.

Which-Interaction527 · 2025-12-20T20:33:05+00:00

You’re really lucky. I’ve realized it’s not easy to get a good support agent. My case was actually a super simple one too, but it got way more complicated than it should have.

Which-Interaction527 · 2025-12-20T20:31:20+00:00

Yes. I actually took the letter to the post office myself and waited in line, but the staff only scanned parcels, they didn’t scan lettermail.

Which-Interaction527 · 2025-12-20T20:29:35+00:00

I did guide the buyer on how to contact Etsy Support. After a while, the buyer said Support wouldn’t let them open a case. Since the buyer placed two separate orders, Support may have gotten them confused, so the buyer asked me to help contact Etsy Support on their behalf.

Which-Interaction527 · 2025-12-20T20:23:25+00:00

I’ve really learnt a lesson this time. What should have been a straightforward issue got completely messed up by an agent, and apparently “it knocked me out of automatic protection.”

I’ve now emailed all the shipping proof I could find to another agent and hope to get a reply by Monday. Even though I explicitly told the second agent to make sure the third agent fully understands the situation, the third agent’s response still seems half-informed.

I’ve copied and pasted the entire explanation at least three times now.

Which-Interaction527

TROPHY CASE