Does Etsy secretly encourage buyers to open cases?

It is understood that Etsy is encouraging buyers to open cases against sellers who do not resolve issues within 48 hours .

Recently, a seller named Chrysalism said in a post on the Etsy forums that when he sent a message to another seller, he saw the following below the message : "Please note that once you send a message to a seller, they have 48 hours to resolve your request. If they are unable to help, please come back here to open a case with Etsy . "

The seller said he was unaware of the policy requiring them to resolve buyer issues within 48 hours.

Chrysalism said he typically takes weekends off but leaves automated messages for customers. "If a customer asks a question on Friday night and I respond on Monday morning, am I violating this Etsy policy and having consequences for my store ? I'm not happy with this happening because it seems like Etsy is encouraging buyers to open cases . "

Below this post, there are many sellers who leave comments and reply . One seller replied : "It does encourage buyers to open cases, and it makes the problem worse because it doesn't really encourage buyers to resolve the problem with sellers. " The seller said that inevitable delivery delays during the holidays may lead to opening cases, "and every time a case is opened , they will require a reserve deposit on your account. I feel that small sellers are slowly being eliminated. "

Another seller said Etsy replaced the message on the "Help with Order" page . "Before I would see: Leave a message below for seller help. 90% of requests are resolved by working with the seller ; now I see : Let the seller know how they can help you with your order . What would you like to contact? "

The policy upset some sellers, and Etsy never announced the change , nor could sellers find information about it on the Etsy website .

One seller said he understood why Etsy implemented this policy : "Many sellers do not respond to messages for several days , making all sellers suffer this unfair treatment . "

Some sellers think that Etsy sometimes does not reply to sellers' emails, but encourages buyers to open a case against sellers when messages are not responded to in a timely manner , which is indeed unfair.

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