Seller Case Resolution
We ask buyers to contact a seller directly and attempt to resolve any outstanding issues before opening a case on Etsy.
For this reason, it is important that you have filled out your shop policies and regularly respond to Conversations from your buyers.
Your Obligations as a Seller
When a buyer opens a case, you must work with the buyer and Etsy Admin to resolve the dispute. Each case must remain open until you have reached a resolution. To maintain the integrity of the case system, you cannot encourage or require a buyer to close a case before you resolve a dispute.
You must respond to any open cases within seven days. Please see our Seller Protection Policy for more information.
Note: For orders made with Direct Checkout, buyers are only allowed one method of dispute resolution on Etsy. This means that if a buyer has filed a chargeback against your shop with their credit card company, they cannot also file a case. Similarly, if a buyer files a chargeback after opening a case on Etsy, that Etsy case will be closed.
Resolving an Open Case
To view the full details of the case, go to Your shop > Orders > Cases. Click the Cases reported about your shop tab and then select the applicable case ID number.
You will see an Add Your Comment box where you can communicate with the buyer. Depending on the transaction, you can also take other actions, such as refunding the buyer or updating the shipping information.
Please direct all comments and information relating to your case--including proof of shipping or refund--to this page that lists your cases. You can upload screenshots or photos directly to the case page by clicking the Attach Image link under the text box.
Proof of shipping should show that the item was shipped to the address given by the buyer when they purchased the item on Etsy. Proof of shipping could be:
A scanned copy of the delivery confirmation or departure information
A shipping service receipt
A customs form
- A tracking number and/or tracking information that shows the package was delivered to the buyer
To upload tracking information, go to Your shop > Orders > Cases. Click the Cases reported about your shop tab and then select the applicable case ID number. Scroll a little down the page and click the Add tracking button.
Your case will close automatically when:
You issue the buyer a full refund through Direct Checkout.
The buyer closes the case if they are satisfied with the resolution.
- You add tracking information to the case that confirms the package was delivered to a location matching the Etsy transaction receipt (for cases of non-delivery only).
If a case isn’t resolved, buyers can send the case to us for review. In the unlikely event that a case remains unresolved for more than 365 days, it is considered to be a late delivery, and the only acceptable resolution is a full refund.
Etsy's Involvement in a Case
Etsy's Dispute Resolution team can review and intervene in the following types of cases:
You have provided the buyer with proof of shipment.
You have issued a refund.
- You have met Etsy’s Seller Protection requirements for the transaction.
Note: If a buyer has opened a case for an unpaid transaction, please contact Etsy's Dispute Resolution team.
When necessary to resolve a case, Etsy reserves the right to issue a refund to the buyer and recoup funds from your account if payment was made via Direct Checkout.
Also, please keep in mind that Etsy may reopen a previously closed case in order to further investigate tracking issues.
Types of Cases Buyers Can File
There are two types of cases that a buyer can open:
1) a Non-Delivery case
2) a Not as Described case
A Non-Delivery occurs when a buyer places an order and submits payment, but does not receive the item. A few examples of Non-Delivery cases:
An item was never sent.
An item was sent to an address that is not on the Etsy receipt.
- There is no proof that the item was shipped to the delivery city/state and zip code.
An item is Not as Described if it is materially different from the seller’s listing description and photos. Here are a few examples of Not as Described cases:
The item received is a different color, model, version, or size.
The item has a different design or material.
The item was advertised as authentic but is not authentic.
The seller failed to disclose the fact that an item is damaged or is missing parts.
A buyer purchased three items but only received two.
- The condition of the item is misrepresented. For example, the description at the time of purchase said the item was “new” and the item is used.
Not as Described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met:
The item(s) were ordered for a specific date or event.
A deadline was agreed upon by the buyer and seller.
- The item(s) are rendered useless after that date.
If an item is materially similar to the seller’s listing description and photos, it would not be eligible for a Not as Described case. Here are a few examples of what would not qualify as Not as Described:
The defect in the item was correctly described by the seller.
The item was properly described but the buyer simply did not want it after they received it.
The item was properly described but did not meet the buyer’s expectations.
The item has signs of wear and was correctly described as used condition.
- The item was damaged during shipment.
Some transactions on Etsy will not qualify for the case system. Some may violate Etsy's policies. Others may not be covered by Etsy’s case system. Some examples:
Items that are purchased in person
Intangible items, including services
Transactions where payment is not made via Etsy’s Checkout system
Items that are returned without a return agreement
Items that have been used, worn or washed after receiving
Physical or tangible items that are not available for return
Items that are received after the agreed-upon delivery date due to shipping delays
- Cost of shipping disputes
Time Frame for Opening a Case
Once eligible, buyers have 60 days to open a case.
Case eligibility is calculated based on the order’s original processing time and whether the order is being shipped domestically or internationally. Please note that updating your shipping date doesn't affect the case eligibility date.
If you didn’t add a processing time to an item in the order, it automatically has a 5-weekday processing time. Shipping times are based on where the order is going:
If you and the buyer are within the same country, it's 2 weekdays.
- If you and the buyer are not in the same country, it's 10 weekdays.
If the order contains multiple items with different processing times, the maximum processing time is used. If the order has multiple items with and without processing times, the maximum processing time is used.
Any item you don’t select a processing time for will be automatically given a 5-weekday processing time. If that 5-day processing time happens to be the longest, that is the processing time that will be used for the whole order.