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 must contact the seller directly to resolve any issue. If you and the seller don’t come to a resolution after 48 hours, you can open a case for Etsy to review.  Sellers manage their own inventory, orders, and shop’s policies, and can help with most problems with your order. 

Etsy reserves the right to resolve an order issue before the 48-hour window for circumstances including, but not limited to, seller inactivity, harassment, refusal of service, manipulation, and undermining the integrity of the case system.

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, too late, or a message needs to be sent to the seller. 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, Etsy Support will review your case before making a final decision.

How Etsy mediates a case

After you open 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.

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 shipment 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 shipping, return shipping, 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 banks, card companies, and PayPal, and usually pertain to the original payment method.

Learn more about chargebacks.

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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