How to Open a Case with Etsy

To open a case with Etsy:

  1. Sign in to Etsy.com or open the Etsy app.
  2. Click or tap the Your Account icon.
  3. Click or tap Purchases and reviews.
  4. Click Help with order next to the order you’re interested in. On the Etsy app, tap the order you’re interested in, then tap Help with order under your order.
  5. Click or tap Still need help?
  6. Click or tap Yes, I want to open a case.
  7. Choose your reason for opening a case and click or tap Next.
  8. Provide the supporting details for your case.
  9. Click or tap Submit.

Before opening a case with Etsy, you can contact the seller directly and review the shop’s policies. Sellers manage their own inventory, orders, and policies, and can help with most problems with your order.

I don’t have an Etsy account

You must have an Etsy account to open a case. To open a case when you ordered as a guest, create an Etsy account and link your order, then open a case.

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What can I open a case for?

There are two types of cases that you can open:

  • A non-delivery case: You place an order and submit payment, but don’t receive the item.
  • A not-as-described case: The item you receive is considerably different from the seller’s listing description and photos, or you didn’t receive all the items you ordered.

Contact the seller directly for any other problems with your order.

Learn more about transaction eligibility for cases.

I don't have the option to open a case with Etsy

If you don't see the option to open a case, you might instead see information that it is too early or too late to do so. You may also have ordered as a guest.

Learn more about when you can open a case.

You can report a problem to the seller at any time.

What happens after I open a case?

After you open a case, the seller has three days to resolve the issue. If you need help from Etsy after three days, you can escalate the case. A case must be escalated in order for Etsy to mediate.

Etsy reserves the right to escalate a case early for circumstances such as seller inactivity, harassment, refusal of service, case manipulation, and undermining the integrity of the case system.

How to escalate a case to Etsy

If you and the seller aren’t able to come to a resolution in three days, you can escalate your case to Etsy.

To escalate a case to Etsy:

  1. On Etsy.com, click the Your Account icon.
  2. Click Purchases and reviews.
  3. Click View case next to the order you are interested in.
  4. Click the case you want to escalate.
  5. Click Escalate.

Our team will review your case before making a final decision.

How Etsy mediates a case

All mediation by Etsy happens in the case log. We’ll work with you and the seller to ensure that we have all the information we need to make a decision.

To resolve your case as quickly as possible, please provide all information that Etsy requests. This may include photographs, measurements of items received, receipts, third-party evaluations, or anything else that we need to resolve the case.

When Etsy makes a final decision, both the buyer and seller must comply with Etsy’s decision.

How long do cases last?

There is no set time frame for cases. Simple cases are often solved automatically, while complex cases can take several weeks. We want to help you solve your case as quickly as possible.

Be sure to escalate your case once it’s been open for three days. This can expedite the case mediation process.

How to close a case

If you are satisfied with the resolution of your case, you can close it.

To close a case:

  1. On Etsy.com, click the Your Account icon.
  2. Click Purchases and reviews.
  3. Click View case next to the order you are interested in.
  4. Select the case you want to close
  5. Click Close.

A case will close when:

  • The buyer closes the case.
  • The seller issues a refund in full or as detailed in their shop policies.
  • The item(s) is delivered in a non-delivery case.
  • The seller provides proof of dispatch or delivery for a non-delivery case.
  • The transaction qualifies for the Seller Protection Policy.

We encourage you to keep your case open until it's completely resolved.

How refunds work

Etsy may issue a refund to the buyer from the seller's payment account to resolve a dispute if:

  • An eligible transaction is completed using Etsy Payments, Etsy’s payment system.
  • The seller doesn’t qualify for Seller Protection.

If Etsy determines that an item isn’t as described, the seller must refund the original postage, return postage, and the cost of the item.

Refunds processed by Etsy can only be refunded within 180 days of the date of the transaction.

If you paid through PayPal, you may need to request a refund through PayPal. 

Third-party payment processors may have different policies. Please review the policies of the payment processor you used.

To start a case, choose Help with order next to the order on your Purchases page.

If you don’t see these options, it may be too soon to file a case.

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