ETSY Issued a case refund even before I received the case email
So, today a case was opened by a customer saying that they received a damaged product, and ETSY issued a refund instantly, probably within 10 seconds or less.
I received the "case solved" and "refund issued" emails before I received the "case opening" email.
The buyer just left an image which doesn't show anything at all regarding the damages to the product, just a random image of the whole product.
The buyer didn't even contact me. This is the first time in my 3 years on ETSY I have seen something like this; usually, everyone contacts beforehand. The buyer had opened a help request for shipping updates before, so later used that to open a case.
I feel the buyer knew what they were doing and how the ETSY case system works, probably a "gamer." Before, the buyer was like, "I need the order ASAP," and then they took 6 days to open a case after it was delivered. Maybe I am wrong, but I have this feeling.
Later, I tried to contact ETSY, and their automated reply was, "Our team will contact you; keep an eye on your email." I have never received any of those emails. Later I asked why the refund was issued instantly and why I was not eligible for seller purchase protection. They gave their automated reply again and blocked me from sending any further messages in the chat.
Is there any way I can take it higher up and get a chance at a fair trial where they even hear what I have to say, as $157 is a huge amount for me, and here I lost even my product and the refund? Please help, and please forgive my bad English.