How can we help you?

Report a Problem with an Order

Note: Our mobile app is not currently optimized for filing a case. To open a case, we recommend that you do so from your computer.

Etsy is a marketplace made of individual sellers who each run their own shops. Each seller is responsible for their own policies regarding shipments, refunds, and returns, as well as answering questions about their shop and products.

If you're looking to return an item or get a refund, or if you have general issues with an order, our first recommendation is that you contact the seller directly. If you’re unable to get in touch with the seller or resolve things with them directly, please follow the steps below to file a case.

Please note that your option to file a case can expire. If you experience a problem with an order, it's best to file as soon as possible.

If you're having trouble with an order you placed on an Etsy-powered website, please take a look at this Help article.

An Etsy account is required to file a case. If you purchased using guest checkout, please take a look at this article to learn how to create an account and link it to your order.

Step 1

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.

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

  • Item isn’t as described

If your complaint is due to a partial non-delivery, or a non-delivery of a replacement item that you and your seller agreed upon, we ask that you choose Item isn't as described.

After you've selected the issue type, scroll down to the box labeled Report this problem to Etsy and click Report it to Etsy by opening a case.

The only way for Etsy to formally intervene is for you to open a case. The Etsy case system is where buyers and sellers can work together to resolve their issue. If necessary, after one week of the case being open, you may escalate it to Etsy for help in pursuing a resolution.

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.

Step 2

After you’ve clicked Report it to Etsy by opening a case:

  • provide the required information
  • choose your preferred resolution method
  • then click Submit

When you file a case, it’s between you and the seller to reach a resolution. Please note that while it may not be your ideal outcome, a seller can resolve the case by accurately fulfilling your order or issuing a refund. For more information about what happens after you’ve opened a case, check out this Help article.

Providing images for "Item isn't as described" cases

If you've filed an Item isn’t as described case, you will have to upload images of the item you received. Images help Etsy better understand the particular situation with your order.

Follow these steps to upload images:

1.) Go to You > Purchases and reviews > Cases

2.) Find and select the case you'd like to add images to

3.) Scroll down the case page to the text box and click on the Attach Image link under the text box to upload an image from your computer

4.) You can add a comment in the text box if you'd like to provide more detail

5.) Click the Add Comment button to add your photo and any comment to the case

Some aspects of Etsy's case system are covered with Etsy's phone support, which is currently available in English and German. 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.

Was this article helpful?

Still have questions?