If a buyer has a problem with an order from your shop, they may report a problem to you. There are three phases of reporting a problem:
- The buyer reports a problem to you.
- The buyer opens a case.
- The buyer escalates the case to Etsy.
It’s best to resolve the problem with the buyer before they escalate a case, but if you need Etsy’s help, we’re here for you.
How to prepare your shop
To ensure that your shop is prepared if a dispute comes up, fill out your shop policies and regularly respond to Conversations from your buyers. 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.
Be sure that the policies you state are in line with Etsy’s policies. In terms of a dispute, Etsy’s policies take precedence over a shop's policies.
How to resolve a problem with an order
When a buyer reports a problem to you, they’ll open a Conversation. We recommend that you work with the buyer through Conversations to find a solution that works for you both. If the buyer reaches out to you outside of Etsy.com, direct them to use Conversations. This keeps everything in one place, and will help Etsy Support help you if the case is escalated to us.
If what the buyer is asking is within your shop policies, i.e. you allow refunds and they request a refund, it’s simplest to provide the refund before the problem escalates.
If the buyer is requesting something that isn’t allowed by your shop policies, work with them to find a solution that works for both of you.
How to resolve a case with a buyer
If you and the buyer can’t resolve the problem, the buyer may open a case. As a seller, you must work with the buyer to resolve the case. A case is a formal report of a problem. If you and the buyer aren’t able to resolve the case together, the buyer can escalate the case to Etsy Support.
Buyers can report a problem to you for any issues with an order. However, they can only open a case for these reasons:
- a non-delivery case
- a not-as-described case
After a case is officially opened, you can communicate with the buyer through Cases in your Shop Manager:
- Sign in to Etsy.com.
- Click Shop Manager.
- Click Community & Help.
- Click Cases.
- Click the Cases reported about your shop tab and then select the applicable case ID number.
- Use the Add Your Comment box to communicate with the buyer. Depending on the transaction, you can also take other actions, such as refunding the buyer or updating the shipping information.
Use the Cases page for all comments and information relating to your case, including proof of shipping or refund. You can upload screenshots or photos directly to the case page by clicking the Attach Image link under the text box.
Proof of shipping
You may be required to show proof of shipping. Click Add tracking in the applicable case to add proof of shipping.
Proof of shipping should show that the item was shipped to the address given by the buyer when they purchased the item on Etsy. Proof of shipping could be:
- A scanned copy of the delivery confirmation or departure information
- A shipping service receipt
- A customs form
- A tracking number and/or tracking information that shows the package was delivered to the buyer
When a case is closed
A case will close automatically if:
- You issue the buyer a full refund through Etsy Payments
- The buyer closes the case if they are satisfied with the resolution
- You add tracking information to the case that confirms the package was delivered to a location matching the Etsy transaction receipt (for cases of non-delivery only)
If a case isn’t resolved, buyers can escalate the case to Etsy Support for 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.
In the unlikely event that a case remains unresolved for more than 365 days, it is considered to be a late delivery, and the only acceptable resolution is a full refund.
How Etsy Support can help
Etsy Support can review and intervene in the following types of cases:
- You have provided the buyer with proof of shipment.
- You have issued a refund.
- You have met Etsy’s Seller Protection requirements for the transaction.
If a buyer has opened a case for an unpaid transaction, please contact Etsy Support by clicking Contact us at the bottom of this page.
When necessary to resolve a case, Etsy reserves the right to issue a refund to the buyer and recoup funds from your account if payment was made via Etsy Payments.
Also, please keep in mind that Etsy may reopen a previously closed case to further investigate tracking issues or other aspects of the dispute.
Time frame for opening a case
Eligibility to open a case is based on an order's estimated delivery date (if applicable) or processing time and “ship by” date. Once eligible, buyers have 100 days to open a case.