report a problem

How do I report a problem with my order?

 

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.

  • You should see your order under the All Purchases tab.

 

2) To file a case, click Report an issue with this item.

  • A dropdown menu will appear.

  • Select either I haven’t received this item or Item isn’t as described.  
  • The I haven’t received this item option is used when you’ve purchased an item and it hasn’t arrived.  
  • The Item isn’t as described option is used when an item you purchased has been delivered but is not as it was pictured on Etsy.

 

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

  • If you’ve purchased multiple items from this seller, you can either select the entire order or individual transactions. 

 

5) Next, choose your preferred resolution method. These resolutions can vary depending on what type of case you’re filing.  

  • If you select Item isn’t as described, you’ll need to upload photos of your items to show that what you received was different from what you were shown on Etsy.  
  • Be sure to fill out the report with any details you think might be necessary for Etsy to consider when reviewing your case.
  • Lastly, click Submit at the bottom of the page. 

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.

  • Here, you’ll see all the cases you’ve reported and, if you’re also a seller, you will see any cases reported against your shop.
  • Clicking on a case will take you to that case’s page, where you can leave additional comments.  
  • Once you submit your comments, they will be in the case log where both the seller and Etsy can see what you’ve posted. 

 

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.  

  • It’s important to know that the option to escalate your case will not be visible until one week after the case was opened.

 

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. 

  • Please be sure to respond to any requests from Etsy within the case log to prevent your case from being closed.

If you paid via PayPalEtsy 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.

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