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Report a Problem with an Order

If you haven’t received your order or the item you received is not as described, you can report a problem to Etsy by opening a case. The only way for Etsy to formally intervene is for you to open a case.

Start by visiting your Purchases and reviews page, which you can find by clicking here:

Find the transaction and click either:

  • I haven’t received this item

    or
  • Item isn’t as described

Here are other possible issues and the steps you can take:

Possible Issue Steps to resolve
Wanting a Refund or Return 1.) Go to your Purchases and reviews page
2.) Locate your order
3.) Click Contact the Shop to ask how the seller handles order issues
4.) If you can't come to a solution with the seller, you can open a case following the steps below
Item wasn't as described 1.) Go to your Purchases and reviews page
2.) Locate your order
3.) Click Item isn’t as described to open a case
Item never arrived 1.) Go to your Purchases and reviews page
2.) Locate your order
3.) Click I haven’t received this item to open a case
Item possibly lost in the mail 1.) Go to your Purchases and reviews page
2.) Locate your order
3.) Click the shop name and check the seller's policies
4.) Send a Conversation about orders being lost in transit
5.) You may have to work with the seller to file a claim with the shipping service
Problem with a Guest Checkout Order 1.) Contact the seller by replying to the receipt email you received after your order
2.) If you can't come to a solution with the seller, you can open a case by creating an Etsy account
3.) Open a case following the steps above
Read more about Guest Checkout issues here
Issue with a purchase from a Pattern site Check here for more information

If you don’t see the I haven’t received this item or Item isn’t as described links, it may either be too soon or too late to file a case. Learn more about when you can open a case here.

If necessary, after one week of the case being open, you may escalate it to Etsy for help in pursuing a resolution. Etsy reserves the right to escalate a case early for circumstances such as seller inactivity, harassment, refusal of service, case manipulation, and undermining the integrity of the case system.

For more information about what happens after you’ve opened a case, check out this Help article.

Some aspects of Etsy's case system are covered with Etsy's phone support, which is currently available in English. To request a call, check out this Help article. Just be sure to choose Problems with an Order as the first selection on the contact page.

For an EU buyer wishing to resolve a dispute with an EU seller: we believe our Case System is the most effective and speediest means of resolving disputes between buyers and sellers. However, if you don't want to use our Case System, you have the option of using the EU Online Dispute Resolution platform instead, which you can find here.

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