Sellers on Etsy have the option to launch their own websites that feature the products they have in their Etsy shops. You can tell you’re buying from one of these sites when you see Powered by Etsy in the footer.
If you experience an issue with an order placed on an Etsy-powered website, contact the seller first. Since they’re responsible for their own website policies and inventory, it’s best to try to work things out with them directly.
However, if you’re unable to resolve things with the seller, you can file a case on Etsy. Since this dispute resolution system is an Etsy tool, you’ll need to sign in to your Etsy account to use it. If you completed your purchase as a guest, and you don't have an Etsy account, you’ll have to create one.
Create an account and claim your order
In the receipt that was emailed to you when your order was completed, click the order number. You’ll then be prompted to create an account on Etsy.
It’s important to start the account registration process from the link in your order receipt. That way, when your account is created, your order will automatically be linked to your account and be accessible in your purchase history. Once you have an Etsy account, go to You > Purchases and reviews. From here, you can find your order and open a case by clicking either I haven’t received this item or Item isn’t as described.
For step-by-step instructions for opening a case, please take a look at this Help article.
If you can't find your receipt or forgot to sign in
If you can’t find your receipt, be sure you're checking the correct email account. If you paid with PayPal, your receipt was sent to your PayPal email address. If you used a different payment method, your receipt was sent to the email address you entered during the checkout process. Also be sure to check your spam or junk mail folders to make sure it didn’t end up there.
If you still can’t find your receipt, please go to Etsy.com to register for an account. Once your account is created, click the contact link at the bottom of this page to get in touch with Etsy Support. We'll be able to find your order and link it to your account. You’ll then be able to open a case.
If you have an Etsy account and purchased from an Etsy-powered website without signing in, you won’t see your order on your Purchases and reviews page until you take one of the following actions:
- If the email address you used for your order is the same one that’s associated with your Etsy account, click the order number on your receipt. You’ll then be able to sign in to Etsy and the order will be linked to your account.
- If you used a different email address from the one that’s linked to your Etsy account, please click the contact link below this page so we can help locate the order for you.
In your message to us, please include as much information as you can about your order, such as:
- The URL of the site you purchased from
- The email address you used
- Your shipping address
- The item you purchased
- Any other relevant information that you have