How to Complete Orders if Your Shop is Closed or Suspended

Some causes of a suspension are quick to resolve on your own or by working with our team via email to resolve the issue. Learn what to do when your account is suspended.

No matter how long you’re suspended, you must complete any open orders by filling them or refunding them. Giving buyers a good experience and resolving issues with orders is an important step toward keeping your account in good standing.

Should I dispatch my orders or give a refund?

You should resolve any open orders by filling them or dispatching them. Generally, unless the item violates our Prohibited Items Policy or Intellectual Property Policy you should deliver the order.

Prohibited items aren’t valid for Etsy Purchase Protection, which can help protect you, and in some cases the items may be illegal to sell or deliver to their destination.

If your item violates our policies, issue a refund to the buyer. Use Etsy Messages to let the buyer know you can’t complete their transaction. Once you issue the refund, Etsy will send you and the buyer a notification email.

If delivering the order, you can’t buy postage labels on Etsy while suspended, but you can purchase postage directly from your delivery company and add tracking to the order.

Etsy may refund buyers on your behalf for physical orders that aren’t dispatched within their processing times. Adding tracking ensures Etsy and the buyer know the order is on the way.

Why can’t I sign in on the Etsy Seller app?

While your account is suspended, you can’t use the Etsy app. Instead, sign in to Etsy.com on your device’s web browser or a computer.

You also have all the information needed to complete your orders in the emails you received from Etsy when these transactions were created. Look for emails from transactions@etsy.com or transaction@etsy.com.

You may also have a record of the Messages you've received from buyers in the Messages notifications you received from Etsy. Look for emails from conversations@mail.etsy.com.

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