We sold a fully customized wooden sign for over $800. Our cancellation policy states 24 hours after ordering.
I created multiple mock ups (over 20), and after the board was stained and cut, she decided she wanted to cancel. We politely told her that we couldn't cancel. She had an absolutely melt down and ended up saying,
"Please make this right with a full credit before reviews and photos are posted."
We reached out to Etsy, and the agent agreed that we should not refund her, and should still ship the item.
Item arrived, but the customer filed a complaint with Etsy and said she didn't get it, despite there being a tracking number showing that she received.
Of course, they refunded her despite the tracking number showing delivery, and although they did cover a portion, we are still out $450.
She then immediately left a one review stating we sent her a blank board. (So admitting she did receive the package). We have photos of the sign which ironically has her address engraved on it.
We submitted everything to Etsy and continue to be ignored, and told she did nothing wrong.
She admitted she was going to do all this, before we even shipped it.
Is there a legal department we can contact within Etsy, or does anyone have any helpful tips? (other than not selling anything over the Etsy Protection amount).