|Tue June 17 2014 07:52:23|
How Etsy Handles Disputes Differently than eBay
I am sure by now you are heartily sick of spending most of your time reading "us" bash eBay. Not that they don't deserve it mind you!!!
But - How about Etsy?
Somehow I have managed to resist the siren song for all these years. Oh I made an account years ago but their search and lack of anything I wanted or wanted to sell kept me from ever using it.
A few weeks ago this changed. I needed something and no one on eBay had it. I turned to Etsy. I found what I THOUGHT was a straightforward purchase of a Sterling silver charm. Seems simple right?
Well, item was Not As Described.
What I find interesting here is the complete polar opposite approach that eBay and Etsy seem to have on these sorts of cases. As I have sold and bought on eBay for the past 10+ years I have - as a seller - railed against eBay's sometimes crackheaded "rules" that change with the toss of dice. As a buyer I have a very few times needed to use the "Buyer Protection" system and have not had any real problems with it; return the item and get a refund. I am not the sort to "rent" an item or get "buyer remorse" easily.
However! It appears that on Etsy - there IS no "Buyer protection" as we know it. Sellers appear free to set their own policies. That SOUNDS wonderful to my SELLER ears! Not so much as a buyer when it turns into Bizarro World with outrageous demands and accusations on a simple Not As Described.
I did read their Terms of Service and they DO state that in cases of "Seller Error" they WILL refund.
The short story - Item was adverted as Sterling. Made in Italy where they DO have metal marking laws. Item was received NOT marked. Seller became extremely argumentative and DEMANDED that I take the item to a Gemological Institute of America Graduate Jeweler and get it acid tested and then have them give me a WRITTEN appraisal on their letterhead with signature etc.
Surely this would cost me - in gas (I live in a rural location which of course the seller does not know) so-an hour one way drive to a jeweler; and I surely would have to pay for the "appraisal" - all of this for a $20 CHARM!
I did some research on Etsy and discovered that I would NEED to file a PAYPAL CASE before Etsy would do anything. So I did. I then filed an Etsy Case. They actually REQUIRE pictures for this! (Ebay could take a lesson!) Meanwhile the seller became more and more abusive in their "Convos" - Etsy-speak for Conversations.
I called Paypal and they Escalated this to a CLAIM from a Case - they were esp interested in hearing the scathing abuse the seller had written about THEM - and they assured me I did NOT have to seek out an appraisal and pay for one to get fair treatment. Seller denied my Request for Refund with even more abuse.
And meanwhile the seller kept sending me abusive "Convos". So I went back to Etsy and looked some more and found "Request a Phone Call" - can you IMAGINE eBay having anything of the sort? - The nice ENGLISH speaking CSR from OREGON assured me that I did NOT have to continue with these Convos if I did not want to and that I did NOT have to seek out an appraisal. I DO have to wait until the Etsy time period elapses - that part seems a bit long but that is OK.
Oh and they actually send you an EMAIL with the CSR's addy and you can contact them at any time.
Here's what I am getting at - might you be interested in doing a post on comparing the two sites - and perhaps toss Amazon in there - on HOW and WHY and the pro's and con's of disputes for Items Not As Described on them?
I never realized just HOW different these policies were. I have had to twice contact Amazon for Items Not as Described and that went very smoothly; one on a car part that was mis-sent and one on something just completely different from what I ordered. One call per each and problem solved.
On eBay - this could take days of phone time; extreme frustration with Non English speaking CSR's who argue with every statement and try and twist what you say - THE most annoying thing about it is when you ARE the buyer and have to deal with this!
Well anyways! My situation will be resolved probably by 8 June. The easy and simple thing here would have been for a simple return of item and a refund - instead this turned into the circus!
I would be very curious to know how others' differing experiences with these venues have been.
Thanks for your consideration!