Cases for Buyers (Effective until August 1, 2022)

The updated version of this policy, which will go into effect on August 1st, 2022, can be found here.

1. Opening a Case
2. Case Eligibility
3. Ineligible Disputes and Transactions
4. What to Expect as a Buyer

1. Opening a Case

If you're looking to return an item, get a refund, or otherwise notify a seller of a problem with your order on Etsy, the first thing you must do is contact the seller directly via the Help with Order link and let the seller know your issue. Each seller sets their own shop policies regarding issues like these, so it's important to read and understand the seller's shop policies. If you've reached out to the seller via the Help with Order link and haven't heard back within 48 hours, or if the seller is unable to resolve your issue within 48 hours, you can file what’s known as a “case.” With Etsy’s case system, a buyer alerts Etsy that there is an issue with their order that they were unable to resolve with the seller within 48 hours, and Etsy will assist in the resolution of the case between the buyer and seller. This may include, but is not limited to, automatically closing the case and issuing a refund to you, or reviewing the case further to help the you and seller work together to resolve the issue.

Here are a couple of things to keep in mind:

• You must have an Etsy account to open a case. If you purchase an item using guest checkout, you'll have to register for an account on Etsy before you can file a case. Click here for more information.
• You can only use one method of dispute resolution against sellers on Etsy. If you have filed a chargeback with your credit card company, you cannot also file a case. If you file a chargeback after opening a case on Etsy, that Etsy case will be closed.
• If you paid through PayPal, Etsy may advise you to contact PayPal for a refund.
• To learn how to open a case for an order placed on an Etsy-powered website, please take a look at this Help article.

If you've already opened a case, check out this Help article for more details.

2. Case Eligibility

In order to open a case with Etsy, an order must meet the following criteria:

1. The order is within the eligible time frame to open a case, based on an order's estimated delivery date (if applicable) or processing time and “ship by” date. This Help article explains case time eligibility.
2. You have reported the order issue to the seller via the Help with Order link, and have given the seller 48 hours to resolve the issue.
3. The order issue for which you wish to open a case meets the definitions below for non-delivery or not-as-described.

Non-Delivery

A non-delivery occurs when a buyer places an order but does not receive the item. Non-delivery cases include when:

• There is no proof that the item was shipped to the buyer.
• An item was sent to an address that is not on the Etsy receipt.

Please note that Etsy doesn't hold sellers responsible for shipping delays or errors, as long as the seller can prove that they shipped the item on time to the address on the Etsy receipt. If a non-delivered item was shipped and has a tracking number, you may be able to contact the shipping carrier directly to open a claim.

Not-as-Described

An item is not as described if the buyer can demonstrate (through photos or other documentation) that it is significantly 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 seller failed to disclose that an item is damaged or is missing parts.
• The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).
• The item was advertised as authentic but is not authentic.
• The condition of the item is misrepresented (e.g., the item is described as new but is used).

Not-as-described cases can also be filed for late delivery. An order may be considered a late delivery if:

• The item(s) were ordered for a specific date or event.
• The item(s) are rendered useless after that date.
• The seller did not ship the item(s) according to their processing time or the date agreed upon in Messages.

If an item is significantly similar to the seller’s listing description and photos, it is not eligible for a not-as-described case.

3. Ineligible Disputes and Transactions

Some disputes and transactions are ineligible for the case system, including:

• Items that are damaged by shipping carrier (if properly packaged by the seller).
• Items that have been altered, used, worn, washed, or discarded after receipt.
• Items that are received after the agreed-upon delivery date due to shipping delays.
• Items that are returned without a return agreement.
• Items that are accurately described but don’t meet a buyer's expectations.
• Cost of shipping disputes.
• Items that are purchased in person.
• Items prohibited from sale on Etsy, including services and intangible goods.
• Transactions where payment is not made via Etsy’s checkout system.

4. What to Expect as a Buyer

Once a case is opened, Etsy will usually resolve and close the case automatically on behalf of the buyer and seller. Please note a case may also be closed automatically in the following circumstances:

• The buyer is issued a full refund through Etsy Payments
• There is no tracking information provided, or the order’s tracking information shows that the package was delivered to the address on the Etsy receipt (for non-delivery cases only).
• The buyer closes the case if they are satisfied with the resolution

In some cases, Etsy may need to investigate further in order to resolve the case. Each case must remain open until a resolution has been reached. Etsy may reach out to you to provide more information on the case, and you should promptly respond.

Etsy reserves the right to resolve an order issue before the 48-hour window for circumstances including, but not limited to, seller inactivity, harassment, refusal of service, manipulation, and undermining the integrity of the case system. Etsy may close or resolve a case due to lack of participation from either party, or reopen a previously closed case to further investigate tracking issues or other aspects of the dispute. To maintain the integrity of the case system, a seller cannot encourage or require a buyer to close a case as a condition of resolving the dispute.

Last updated on Jun 6, 2022