How to Report a Problem with an Order

Each item on Etsy is sold by an independent seller. Sellers manage their own inventory, orders, and policies. If you have a problem with an order, you can contact the seller. Sellers can help you if:

  • You haven’t received your order
  • The item isn’t as it was described
  • You want a refund
  • You want to return the item


When you have a problem with an order, you can:

Let the seller know there’s a problem with your order

Open a case with Etsy 


Let the seller know there’s a problem with your order

Each seller has their own shop policies, so be sure to review those before contacting the seller.

To let the seller know about a problem with an order:

  1. Sign in to
  2. Click You.
  3. Click Purchases and reviews.
  4. Next to your order, click Contact the shop.
  5. In the textbox that appears, let the seller know about the problem.
  6. Click Send.

If you checked out as a guest, reply to the receipt in your email to contact the seller.

Sellers can resolve most order problems. If you and seller aren’t able to work out a solution, you can escalate the issue to Etsy.

You can review your conversation with the seller at any time in Etsy Conversations.

What are shop policies?

Sellers should specify their shop policies on their shop homepage. This can include how they handle returns, refunds, and cancellations.

If a seller doesn’t specify their shop policies, you can refer to our House Rules.

How to open a case with Etsy

If you and the seller aren’t able to come to a resolution, you can open a case with Etsy. We recommend that you work with the seller to resolve the problem before you open a case.

For EU buyers:

Our Case System is the most effective and speediest means of resolving disputes between buyers and sellers. However, if you don't want to use our Case System, you have the option of using the EU Online Dispute Resolution platform instead.

Learn more about the European Union Consumer Rights Directive.

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