How to Complete Orders if Your Shop is Closed or Suspended

If your shop is closed or suspended, Etsy expects you to resolve any open orders. Depending on the situation your shop is in, you must either issue buyers a full refund or fulfill your orders.

Learn when to:

When to issue a full refund

If you have outstanding sales for an item that violates Etsy’s Prohibited Items Policy, these orders should be refunded. Do not fulfill orders for prohibited items, as Etsy can’t offer Seller Protection for transactions that involve a prohibited item. 

You can also refund your orders if your shop is closed or suspended for another reason. 

Before refunding an order, use Etsy Messages to let the buyer that you can’t complete their transaction. Once you issue the refund, Etsy will send you and the buyer a notification email.

When to fulfill your orders

If your shop is closed or suspended for a reason other than a violation of Etsy’s Prohibited Items Policy, you can still fulfill your orders.

If you don’t fulfill open orders within the stated processing time for each order, Etsy reserves the right to refund buyers on your behalf. To help prevent this, we recommend adding tracking information to orders as you mark them as shipped.

Why can’t I purchase Etsy shipping labels?

You can’t purchase Etsy's shipping label if your account is suspended. You’ll need to use a different shipping method to fulfill any open orders, such as  purchasing shipping labels from your local post office. Alternatively, you can issue a full refund for any orders that you can’t complete.

Why can’t I access my Etsy shop from my phone or tablet?

While your account is suspended, you can’t use the Sell on Etsy app or mobile-optimized browser view. Instead, sign in to your Etsy account in a web browser on a desktop or laptop computer.

You also have all the information needed to complete your orders in the emails you received from Etsy when these transactions were created. Look for emails from transactions@etsy.com or transaction@etsy.com.

You may also have a record of the Messages you've received from buyers in the Messages notifications you received from Etsy. Look for emails from conversations@mail.etsy.com. These emails contain the entire body of any messages sent to your Etsy account.

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