How to Open a Case

Quick answer

If you need help with your order:

Choose your order

If the order's maximum estimated delivery date has passed, and you contacted the seller more than 48 hours ago, you can select Open a case.

You can open a case to get Etsy’s help with an order after you’ve contacted the seller and your order becomes eligible. 

For qualifying orders, you’ll receive a refund for any item that doesn’t arrive, arrives damaged, or doesn’t match the item description or photos.

Jump to a section:

How to open a case

To open a case: 

  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? If you haven’t received any answer from the seller, this option is available 48 hours after sending a Help with order request. 
  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

To open a case, you must have an Etsy account. If you ordered as a guest, create an Etsy account and link your order.

How to choose a case type

When requesting extra help from Etsy, there are three types of cases that you can open. 

Non-delivery

You placed an order and submitted payment, but didn’t receive the item, or received it after its estimated delivery date window.

Not as described

This can include (but isn’t limited to): 

  • The color, design, or model is different from what was displayed in the listing description and photos. 
  • You received the incorrect quantity.
  • The condition of the item is misrepresented. 

Item arrived damaged

You received the item, but it was damaged.

I don’t see the option to open a case

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 Help with order message needs to be sent to the seller. You may also have ordered as a guest.

When can I open a case? 

Before you can open a case, both of the following conditions must be met: 

  • The maximum estimated delivery date for your order has passed.
    And
  • 48 hours have passed since you sent the seller a Help with order request.

If it is still too early for you to open a case, a callout displaying the date and time you can start the case process will be shown in the Still need help? section of your Help with order request.

The callout also shows how long you'll have to open a case before that order is no longer eligible, which will be 100 days from your orders estimated delivery date.  

What should I say in my message to the seller? 

When you message the seller about an issue with your order, let them know why you’re reaching out and what your desired resolution would be. Give as many details as you can about your order, and provide photos if the item is damaged or different from what you ordered.  

How Etsy will help you

When you open a case,Etsy will work with you and the seller to ensure that we have all the information we need to reach a resolution. With Etsy’s Purchase Protection program for qualifying orders, you will receive a full refund if your item arrives damaged, is not delivered, arrives after the maximum estimated delivery date, or is not as described. 

After you open a case, all communication with the agent will take place in your case log

To resolve your issue as quickly as possible, please provide all information that Etsy requests in the case log. This may include:

  • Photographs
  • Measurements of items received
  • Third-party evaluations
  • Anything else that we may need to resolve the case

When Etsy makes a final decision, we’ll let you and the seller know. 

Items that arrive late due to forces outside the seller’s control, such as a carrier strike, severe weather event, war, civil unrest or similar event, as determined by Etsy in its sole discretion, do not qualify for Etsy’s Purchase Protection Program.

How to close a case

If you’re satisfied with the resolution of your case, you can close it

  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 automatically when:

  • A full refund is issued. 
  • You've contacted your card provider or PayPal to dispute the charge.

How refunds work

If Etsy determines that the item you received doesn’t match the item that was listed, the seller must refund:

  • the cost of the item; 
  • the original shipping cost; and 
  • the return shipping cost.  

In some cases, Etsy may issue the refund on the seller’s behalf.

Refunds processed by Etsy must take place within 180 days of the date of the transaction. After 180 days have passed, Etsy is unable to support a refund for your order.

What if I paid through PayPal?

Depending on your seller’s shop location and payment settings of their Etsy shop, your payment may not have been processed through Etsy Payments, but was processed  through Standalone PayPal.  If that is the case you may need to open a dispute with PayPal within 180 days of the purchase date to request a refund. For more information about the process, 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 can’t 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.

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.

 

Did this help?
Why didn’t this article help you? (select all that apply, required question)

Thanks for your feedback!

Still have questions?

Contact support