If you're looking to return an item, get a refund from an order on Etsy, or just having general issues with an order, the first thing to do is contact the seller directly. Each seller has their own shop policies that should address issues like these.
However, if you’re still having problems with an order you've made on Etsy, you can file what’s known as a “case.”
This begins a process where you and the seller work together to resolve the issue.
Before opening a case, check the processing and shipping times on your order. A case cannot be filed until both the processing time and shipping time for the order have passed. These times can vary from item to item on Etsy.
For more information on case eligibility, check out this Help article.
Once eligible, buyers have 60 days to open a case.
If you paid for your order using PayPal, contact PayPal to file a claim for a refund. PayPal’s claim process is separate from Etsy’s case system.
To file a case on Etsy, please do the following from your web browser.
Please note: You cannot file a case on Etsy’s mobile apps at this time.
1) Click Your Account > Purchases & Reviews.
2) To file a case, click Report an issue with this item.
3) You’ll then be taken to a page where you can contact the seller, just in case you haven’t done that yet.
4) If you’re still unable to reach the seller, scroll to the bottom of the page. Here, click Open a case with Etsy.
5) Next, choose your preferred resolution method. These resolutions can vary depending on what type of case you’re filing.
You’ve now filed a case with Etsy. You’ll be brought to the “case log,” where you can leave comments and track the progress of your case.
Updating a case
Cases, in particular, require the buyer’s participation, so you’ll need to continue to update the case with any relevant information, even after you’ve submitted it. If you don’t participate, your case may be closed.
To update your case, do the following once you’re signed in:
1) Go to Your Account > Cases.
2) If the seller doesn't respond or resolve the case within one week from the date it was opened, the option to escalate the case for Etsy’s review will appear in the case log.
3) To escalate your case, go to Your Account > Cases. Find your case and click the Escalate button.
4) If the seller still doesn’t resolve the case after your case has been escalated, that seller will lose the privilege to sell on Etsy. At that point, the seller will need to resolve your case before he or she can sell on Etsy again. If this happens, Etsy may ask you for more information.
If you paid via PayPal, Etsy is not able to refund PayPal payments. PayPal has a limited time frame for filing a claim. Please contact PayPal's customer support for more information.
If your problem has been resolved, you can click Close Case at any time. Both you and the seller will receive a confirmation email when the case closes.
If you believe you received an illegal or harmful product, please contact your local authorities.