Once you've opened a case, you and the seller can use the case system to work together and resolve any issues with your order.
For information on how to open a case, please check out this Help article.
If a case is unresolved
After you've opened your case on Etsy, it is up to you to communicate with the seller in the case log. If you don't participate in your case, Etsy may close it.
During the first week that your case is open, you will have the opportunity to communicate with the seller to hopefully come to a resolution together. Etsy will not intervene until at least one week has passed and you have escalated your case for our review. 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.
Once your case is escalated for review, Etsy will make a final decision favoring either the buyer or seller.
All mediation by Etsy will be done in the case log, so it's imperative that you disclose the current status of your order in the case when asked by Etsy. Having all relevant information from both you and the seller in the case log will make it easier and faster for us to assist you.
To help an escalated case reach a conclusion, Etsy may ask you or the seller to provide further information. This may include photographs or measurements of items received, receipts, third-party evaluations, or anything else that may be required to resolve the case.
Sometimes Etsy may ask you to confirm whether or not you’ve received your order or a refund. Please be sure to respond to any requests from Etsy or your case may be closed for inactivity.
If Etsy makes a final decision in favor of the buyer or seller, each party must comply with Etsy’s decision.
How long do cases last?
Since each case is different, there is no set time frame for cases.
For example, some non-delivery cases may close automatically if a seller can provide tracking information that shows that an order was shipped to the address on the Etsy receipt. Other cases may stay open for weeks if Etsy requires further information from the buyer or seller.
It is our goal to help you resolve your case promptly, however, we cannot guarantee a specific time frame for case resolution.
In the unlikely event that a case remains unresolved for more than 365 days, it is considered to be a late delivery. The seller must issue a full refund to the original payment method before Etsy may reconsider the seller’s account status.
Sellers should specify their return policies in their shop policies, including what is expected of both sides of the transaction in the event of a dispute. This includes who will pay for original shipping and/or return shipping if it applies.
If a seller doesn’t provide this information in their shop policies, Etsy may make the determination of who pays for shipping on their behalf.
When a case can be closed
- The buyer and seller communicate directly and reach a resolution, and the buyer closes the case.
- The item(s) is delivered (for a non-delivery case).
- The seller issues a refund in full or as detailed in their shop policies.
- The seller provides proof of shipment or delivery (for a non-delivery case) or the transaction otherwise qualifies for the Seller Protection Policy
If Etsy determines that an item is not as described, the seller will be required to refund the original shipping and return shipping, in addition to the cost of the item.
Note: Sellers cannot require you to close a case before they provide a refund, return, or exchange. We encourage you to keep your case open until it has been completely resolved.
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 does not qualify for Seller Protection
If there are insufficient funds available in the seller's payment account, Etsy may charge the payment source on file for the seller to cover the refund.
If an eligible transaction is completed by submitting payment directly to the seller’s PayPal account, a separate claim for a refund may need to be filed.
Note: Third-party processors may have a different filing time frame than Etsy’s case system. We encourage you to familiarize yourself with their process for reporting a problematic transaction if you submit payment through a third party.