Sellers and buyers are encouraged to follow our best practices. In the event of a dispute, a seller will have 4 weeks to come to a resolution with the buyer. If an open case is not resolved after 4 weeks, the case will be escalated to Etsy’s Support team.  A case manager will then review the case and determine whether a refund is merited. The case manager may issue a refund to the buyer from your Shop Payment Account, in which case you will be notified before any is action taken via email.