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My Account Privileges Have Been Limited Due to an Unresolved Case in My Shop. What Should I Do?

If your account has been suspended due to an unresolved case, it's likely that you've not participated in your case log or provided any information requested by Etsy employee.

Buyers rely on good customer service. Unresolved cases can indicate to buyers that you're away from your shop, cannot fulfill orders, have not sent an order, or have sent an order that is not as you've described it.  

We understand that certain disputes may be difficult to resolve. To help you focus on these concerns and get your shop back up and running, we've provided the following information. Please review it carefully to ensure that your case is resolved as quickly as possible. 

Participate in your case log

Visit your case log. Go to Shop Manager > Community & Help > Cases. Click the Cases reported about your shop tab and then select the applicable case ID number.  

Respond in the case log. You will see an Add Your Comment box where you can communicate with the buyer. 

Provide information needed to resolve the case.

Depending on the transaction, you may need to take other actions, such as refunding the buyer or updating the order's shipping information.  

Adding proof of shipping

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, or customs form. It could also be a tracking number and/or tracking information that shows the package was delivered to the buyer.

To upload a screenshot or scanned copy, click the Attach Image link under the comment text box. Please note that screenshots should be sent as a JPEG or PNG image file attachment. If you're not sure how to take a screenshot, this site has helpful instructions for doing so: http://take-a-screenshot.org/

To upload tracking information, go to Shop Manager > Community & Help > 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.

Adding proof of refund

You can update the case by adding a screenshot of the refund in your PayPal account. The screenshot should show the transaction information (buyer name, email address, refund amount, and date).

To upload a screenshot or scanned copy, click the Attach Image link under the comment text box. Please remember that screenshots should be sent as a JPEG or PNG image file attachment. 

Automatic case closure

Cases close automatically when:

  • You issue the buyer a full refund through Etsy Payments

  • The buyer closes the case because 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 you have any further questions about how to resolve your case, please get in touch with Etsy's Support Team by clicking the contact link below this page.

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