Buyers are required to message a shop before they have the option to open a case. These messages will appear with the rest of your Etsy Messages but are labeled Help requests. You’ll also receive an email notification about a buyer’s request for help.
You have 48 hours from the time of the help request to respond and resolve the buyer’s issue before the buyer can open a case. Learn how to resolve a case from a buyer.
How to prepare your shop for a Help request
Here are some ways to prepare your shop for a Help request:
- Follow Etsy’ Seller Protection Policy so we can better assist you if a dispute arises.
- Fill out your shop policies. Your shop policies help set expectations with the buyer and may protect you if a buyer has a problem with an order from your shop.
- Regularly respond to Messages from your buyers. Prompt responses can prevent problems from escalating, and if the buyer sends a Help request, they can open a case 48 hours later if it’s not resolved.
- Ship your orders within your processing times.
- Make sure that your items and orders match how you describe them in your Etsy listings.
- Package delicate items with care to prevent damage during transit.
What to do when a buyer reports a problem to you
When a buyer reports a problem to you, they’ll send you a message. Work with the buyer through Messages to find a solution that works for you both.
My buyer wants a refund or return
If the buyer requests something that's in line with your shop policies, we recommend agreeing to their request. For example: Your shop policies state that you offer refunds and the buyer requests a refund.
If the buyer requests something that isn’t in line with your shop policies, work with them to agree on a solution.
My buyer emailed me about a problem
If the buyer reaches out to you outside of Etsy.com, direct them to use Messages. This keeps everything in one place, and will help Etsy Support assist if necessary.