I had a customer open a case, she didn't read that shipping to the US can take up to 30 days as I am not in the US, especially at this time of year.
She never messaged me before opening a case, I explained to her the shipping times. She escalated it and Etsy asked for proof of shipping. I sent all shipping receipts to show it had been sent and to the right address.
I had no reply from Etsy.
After contacting USPS, I was told the package was out for delivery today, I was so happy it was going to make it for Christmas.
I updated the case to say this. A couple of hours later Etsy closed the case and issued a full refund!
I am so annoyed about this. The package was going to be on time both for Christmas and according to my shipping policies. At no point did they respond to my shipping receipts. Now the customer gets a free order just because???
Source: https://old.reddit.com/r/Etsy/comments/eeqid2/etsys_just_giving_away_orders_for_free_now_huh/