How to Report a Problem with an Order

Quick answer

The best way to report a problem with an order is to contact the seller. Sellers manage their own inventory, orders, and return policies, and can help with most problems with your order.

Contact seller

How to open a case on Etsy

To open a case on Etsy:

  1. Sign in to Etsy.com and go to Your account. On the Etsy app, sign in and tap You.  
  2. Go to Purchases and reviews.
  3. Select 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.
  4. Select Still need help?
  5. Select Yes, I want to open a case.
  6. Choose your reason for opening a case and select Next.
  7. Provide the supporting details for your case.
  8. Select 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.

Jump to a section:

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 request that Etsy review your case by escalating 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, go to Your account.
  2. Go to Purchases and reviews.
  3. Select View case next to the order you are interested in.
  4. Select the case you want to escalate.
  5. Select Escalate.

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

How Etsy mediates a case

After you escalate a case, an Etsy Support agent will review the case and come to a decision. We’ll work with you and the seller to ensure that we have all the information we need to make a decision. An agent will respond to the case in the case log.  

To resolve your case as quickly as possible, please provide all information that Etsy requests in the case log. This may include photographs, measurements of items received, receipts, third-party evaluations, or anything else that we may 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, go to Your account.
  2. Go to Purchases and reviews.
  3. Select View case next to the order you are interested in.
  4. Choose the case you want to close
  5. Select 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.
  • You've contacted your card provider or PayPal to dispute the charge.

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. After 180 days have passed, Etsy is unable to support an on-platform refund for your order.

If you paid through PayPal, you’ll need to open a dispute with PayPal within 180 days of the purchase date if you’d like to request a refund. For more information about that process, please contact PayPal directly.

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

What if I disputed a charge or filed a chargeback?

If you filed a chargeback for an order or otherwise disputed a charge with your financial institution, the seller will not be able to issue a refund on Etsy and you won’t be able to open a case. This is because only one method of credit can be issued.

You will need to contact the financial institution where the dispute was filed for further information about a credit. Financial institutions include local banks, credit card companies, and PayPal, and usually pertain to the original payment method.

If you've already contacted your card provider or PayPal to dispute the charge, a refund can't be processed on Etsy. This is because only one method of credit can be issued.

If you opened a case and the seller hasn’t resolved it in three days, you must escalate your case for Etsy to intervene. From your case log, select the case, then select Escalate.  

You can check on the status of your case in the case log. To add information to your case, comment on the case.

The seller has three days to resolve your case. Most sellers respond within these three days, and sellers can resolve most issues with an order If the seller hasn’t resolved the case in three days, you can escalate the case.  

Read our case policy for more information.

Once the case is escalated, a specialist at Etsy will mediate the case to determine a final decision. Etsy’s case team is specifically trained to mediate disputes and guide buyers and sellers to a resolution.  

For us to best assist you, you must keep all information about a case in the case log.

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