Etsy is a venue of many individual sellers, each responsible for processing and shipping the orders placed in their shop. If you bought something on Etsy, and have yet to receive it, there are a few actions you can take.
First, try to contact the seller directly.
The first thing you should do is try contacting the seller using Etsy Conversations. If you don't hear back from the seller, you may want to email them directly. The seller's email address is listed in the Etsy invoice for your purchase. To view your invoice, go to Your Account > Purchases. Click the link on the right to view the invoice.
What if the seller is unresponsive?
If the seller does not respond, you may open a non-delivery case. Etsy's Non-Delivery System was designed with the intention of creating a formal way for buyers and sellers to work together to resolve an incomplete transaction.
The Non-Delivery System is a fully automated, escalating process; the process can take up to 5 weeks to complete. When a case is opened, both the buyer and seller involved are notified by email. Each week a reminder email is sent alerting the seller of the case's escalation. These emails, like all notifications sent by Etsy, are sent to the email address on file with the account.
If a case remains open, it will escalate weekly. After 4 weeks of the case remaining open, the shop is suspended. After 5 weeks, the account is closed entirely. It's in the seller's best interest to resolve these types of cases as quickly as possible to avoid action being taken against their shop.
Filing a non-delivery report.
After a transaction is created, you must wait 7 days before it is possible to open a non-delivery case.
On Etsy, a transaction eligible for Non-Delivery Protection is defined in our DO's & DON'Ts as the following:
"Non-delivery occurs when a seller does not or cannot ship an item after a transaction has been created and the buyer has sent payment to the seller."
*If you received your purchase but it is not as described, arrives late, or is damaged in the mail, please consult this FAQ.
To file a report of non-delivery, visit Your Account > Purchases. Next, identify the transaction in question and visit Invoice > Report a non-delivery. Finally, select the item or items in the transaction that haven't been delivered, complete the simple report and click Submit Report.
You can check the on the progress of your non-delivery case by visiting Your Account > Your Cases.
If you paid with your credit card on Etsy through direct checkout, visit Your Account > Purchases. Next, identify the transaction in question and visit Invoice > Report an issue. You can then choose “I did not receive my item” from the drop down menu . Finally, select the item or items in the transaction that haven't been delivered, complete the simple report and click Submit Report.
Closing a non-delivery.
You can close a case by signing in to your account and going to Your Account > Your Cases. Click the blue Case ID number for the particular case to view the details and close the case. Both you and the seller will receive a confirmation email when the case has been closed.
Keep in mind, if a seller requests case closure and you do not respond, the case will close automatically after of 7 days. Please know that you do not have to close a case until you are satisfied with the seller resolution. You should close a case when you have been refunded for the total cost of the transaction or when you've received indication that your purchase has been shipped.
Obtaining a refund.
Your refund method will vary depending on your payment method.
As necessary to resolve a case, Etsy may issue a refund to the buyer and recoup funds from the shop owner, when the payment was made by credit card via direct checkout.
If you paid with PayPal, you will need to contact PayPal support for information on how to file a claim for refund. PayPal has a time limit for filing a dispute: you must open a claim within 45 days of the payment date.
If the PayPal deadline has passed, you can contact your bank or credit card vendor for information about filing a claim.
Etsy involvement in non-deliveries.
It's our hope that buyers and sellers can work together to close a non-delivery case. However, we understand that certain disputes may be difficult to resolve.
If you're having trouble coming to an agreement with the seller, you can request that the Trust & Safety team review the case. To do so, contact us directly with the applicable case number and relevant information regarding the dispute here: