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miascloset

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Reply with quote  #16 
I would send Craig a message and see if maybe feedback couldn't be retrieved before I did anything. 

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mjchischilly

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Reply with quote  #17 
thanks, Mia,  I did message Craig initially, no response yet.  I wrote again specifically saying I wanted to suggest that a customer's feedback shouldn't be taken down when the customer ends their membership...  (I really don't see why it should(?)  ... especially considering this situation.  I wrote a P.S. email to ask if the review could possibly be retrieved.  That would just settle it all right there.  It seems that there are no specific Artyah policies re seller support except to default to Paypal policies, but then, that's pretty much what it all comes down to... the payment processors' rules.
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miascloset

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Reply with quote  #18 
Yes,,,PayPal policy is what you need to go with.
I'm not sure what their policy is on this.
I would think this will depend on whether the feedback could be retrieved. 
You may need to prove the piece was shipped and received in one piece.
I'm hoping this can be resolved. Good luck!

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mjchischilly

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Reply with quote  #19 
Paypal policies, oh my.  I have been trying to read the policies but I can't figure it out how it relates to this situation.  It looks like "not as described" = arrived broken for the purposes of filing a claim or dispute.  I have tracking showing delivery, but a customer claiming she wasn't there to open the box for two months.  My head is exploding, ouch.
Craig got back to me and told me the customer is still a member! Feedback removed cannot be retrieved. I have been told by two or three other sellers that customer feedback disappeared from customers that left as members, so,... what? this person removed the feedback?  ... for nefarious purposes.  thanks for the good luck wishes... I may need it.
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miascloset

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Reply with quote  #20 
I would call PayPal and explain the situation.
You may have to refund.  I'm not sure how long a customer has to issue a complaint?

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mjchischilly

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Reply with quote  #21 
yes, Mia, I was thinking that calling Paypal might be a good thing... especially since I can't seem to find the info specifically relating to this case.  It seems better than waiting for the other shoe to drop by finding that I have a case against me and my funds frozen.  It irks me beyond belief that this would Not have happened if reviews were locked in here.  I was pretty rah-rah Artyah, but now not so much.  Rethinking even being here.  Thanks again, Mia.
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miascloset

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Reply with quote  #22 
Reviews should be locked in...yes.
We need to get Craig on this before it happens again.

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ArtsyCrafteryStudio

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Reply with quote  #23 
Quote:
Originally Posted by mjchischilly
I've only had one customer here.  She ordered several things from me on August 4th and I shipped within a couple of days.  She left positive feedback.  I noticed two or three weeks (?) ago when I went to look at the feedback page that her feedback comment was gone.  I was puzzled -- glitch?  removed by customer?  I didn't figure it was worth the trouble of even asking where it went.
BUT NOW I get a shattered piece of pottery in the mail from her.  She claims that she just opened it because she's been out of town working for two months.  Flaming Pantaloons!!!!  So she leaves feedback on the order that it was all good and now tries to claim that she never saw it til now??  AND it is past the 60 day time limit to even file a claim with USPS even if it was legitimate -- which I am certain it is NOT.  What should I do?  I am not used to this site and have searched for site policies, but cannot find anything specific to my situation.  help....


So sorry you are going through this mess that an unscrupulous buyer has caused. I also think that it was questionable that the person shipped it back to you without contacting you first. This may not be required industry-wide, but any business-minded person who wants to be believed and assisted would contact the seller first with their intentions. Hope all works out for you!

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mjchischilly

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Reply with quote  #24 
Thanks for the support.  In my original shipping policies, I asked that customers contact me about any problems, mentioned that for breakage I would need pictures of box and broken pottery for insurance claims.  Now I have added "within three days of receiving".  It did seem like a red flag to just get a box with the broken mug with no prior contact.  It is just so hard to say if Paypal or any payment processor would look at it that way.  My heart just sank when I realized that it was from the person who took down her good review.
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ArtsyCrafteryStudio

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Reply with quote  #25 
Quote:
Originally Posted by mjchischilly
Thanks for the support.  In my original shipping policies, I asked that customers contact me about any problems, mentioned that for breakage I would need pictures of box and broken pottery for insurance claims.  Now I have added "within three days of receiving".  It did seem like a red flag to just get a box with the broken mug with no prior contact.  It is just so hard to say if Paypal or any payment processor would look at it that way.  My heart just sank when I realized that it was from the person who took down her good review.


I imagine your heart did sink, and that you are feeling pretty down right now. That's crazy, being able to remove your feedback! I don't know anywhere that I have shopped online where I can do that, including eBay, Walmart and Amazon. I agree that here at Artyah it needs to be changed.

I believe that person tried to run over the rules that she was aware of, and run over you by doing that. She knew that you would not approve her returning it. That is why she boldly sent it back. Well, whatever happens you will get beyond this and be at peace again. I'm hoping that it won't be long and drawn out and that you won't have to endure a lot of back and forth.[smile]

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mjchischilly

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Reply with quote  #26 
I appreciate your kind words... this, too, shall pass and I will get beyond it.  What  a mess, though.  I'd kinda like to start a little campaign to make reviews somewhat permanent... maybe allow editing if someone wanted to upgrade their review  or removal (by admins only) of unfair ones, but NOT allow a customer to just remove the feedback resulting in what has happened in my situation. 
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123Gemstones

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Reply with quote  #27 
I guess in your business you should take a screen shot of feedback so you have a photo of it.  I am sorry this happened to you

Julie

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mjchischilly

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Reply with quote  #28 
A screen shot... in retrospect, yes, but wow, I never would have thought it necessary because I never considered the possibility of it being taken down!!  It is not even possible to take feedback down on other sites -- except by admin because of third party issues or abusive language, etc.
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mjchischilly

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Reply with quote  #29 
Want to thank everyone who responded with support and information!  I had to borrow a phone to call Paypal to talk to customer service, so it took me a while to get a round tuit.  The Paypal rep said she felt that there was no way that any case would be decided against me under these circumstances... two months was too long to wait to report damage in shipping.  She could not guarantee that, of course, until a dispute was filed and documentation submitted.  But at least I have a note in my file that I had concerns on this transaction.  There is still a total of 180 days from receiving a shipment for the customer to file a case.  So, for another 3 1/2 months, I might still be blindsided by this -- dispute,... defend,...frozen account.  But I feel hopeful that I'll be OK.  The way this all came down with the disappearing feedback and broken pottery showing up (with out any prior contact) with an expectation of "no questions asked" replacement was just too weird.  Anyone who would do this might just go ahead and push it to the next step -- nothing ventured, nothing gained... can't blame 'em for trying?  We shall see.  And to all a good night, have a lovely evening.

Jane
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mjchischilly

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Reply with quote  #30 
One more thing... IF anyone else has had a review disappear, let Craig know.  He says that Artyah itself has done nothing to allow removal of feedback, but in trying to work through this, a couple of others have mentioned having it happen.  Maybe it is just a glitch due to "site construction", but it needs to be addressed and fixed. thanks again.
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