There are millions of sellers on Etsy, and the majority of them are running legitimate businesses. However, there are times buyers don’t receive the items they’ve purchased, or they receive something different than they were expecting. If this has happened to you and you’re unable to resolve the issue with the seller, you can open a case on Etsy.
Steps to open a case on Etsy
To open a case on Etsy, you must first attempt to contact the seller and resolve the issue. After you’ve reached out to the seller and given them 48 hours to reply, you can follow the steps below to open a case.
Step 1 – Visit your Etsy Account page
Sign in to Etsy and go to Your Account (or “You” when using the Etsy app). If you purchased an item as a guest, you must create an Etsy account before opening a case.
Step 2 – Find your purchase
Under your account, go to “Purchases and Reviews”. Here, you’ll find your past orders. Find the order you’re unsatisfied with and click on “help with order”.
Click on “Still need help?” and then “Yes, I want to open a case.”
Step 3 – Share reason for opening a case
Let Etsy know whether you’re dealing with a non-delivery or a not-as-described situation.
A non-delivery is appropriate when you did not receive the item and the seller can’t provide proof that the item was dispatched. Or, the seller has sent the item to an address different than the one you entered during checkout.
If you received an item significantly different from the one depicted in the product listing, you may choose not-as-described. An order may also be considered not-as-described if it wasn’t dispatched on time, as per the product listing or buyer/seller messaging.
Once you’ve selected your reason, click “next”.
Step 4 – Provide details
It’s your word against the seller’s, and it’s up to Etsy Support to decide who’s in the right. Provide Etsy Support with details that will help them see your side and why you believe you’ve been scammed. Evidence you may want/need to provide are photographs, receipts, or messages.
Step 5 – Wait for Etsy
Most simple cases are solved quickly and automatically. However, Etsy may require more details to solve your case. Be sure to respond to requests for more information in a timely manner.
You can also view the status of your case by visiting “Your Account” and selecting “Cases reported by you”.
Etsy support phone number
Etsy support does NOT have a phone number for you to call. Please do not call any of the numbers you find listed on sites that are not Etsy. Best case scenario, these are old numbers for Etsy support that are no longer in service. Worst case scenario, these are websites and phone lines scammers have set up. They may present themselves as an Etsy customer service agent in an attempt to gather personal information from you.
Only visit Etsy’s official website to make contact with Etsy. At the time of writing this article, communication with Etsy support by phone is not an option.
You can visit Etsy: https://www.etsy.com/ scroll to the bottom of their website and click on a link to its help center.
Here is a direct link to an article in Etsy’s help center regarding contacting Etsy support: https://help.etsy.com/hc/en-us/articles/115013375488-How-to-Contact-Etsy-Support?segment=shopping
When can I open a case on Etsy?
You can open a case on Etsy after you’ve contacted the seller in an attempt to solve the issue and have given them 48 hours to respond. If you don’t hear from the seller within 48 hours, you can open a case.
You must also have an account on Etsy and be reporting a problem after the “order should arrive” date and within 100 days of that date. The “order should arrive” date is determined by the processing time of an item and the delivery time.
What happens when you escalate a case on Etsy?
When you escalate a case on Etsy, you involve an Etsy case agent who will determine how to resolve the issue. Many cases are solved automatically or closed by the buyer or seller. However, some cases require more involvement from Etsy. Based on the information each party has provided, the Etsy case agent may issue a refund or close the case without issuing one.
Does opening a case on Etsy hurt the seller?
Yes, opening a case on Etsy does hurt the seller. Even if the seller wins the case and doesn’t have to issue a refund, they’ll still be penalized on Etsy for having an open case. Etsy states that cases opened against a shop in the past four months can hurt the shop’s visibility in searches. An Etsy seller can see a significant drop in sales if their products no longer appear at the top of search results.
If Etsy sides with the buyer, the seller will also have to refund the sale’s total (shipping and product cost), so they’ll lose the money for that sale.
These penalties are warranted if the seller purposefully scammed a buyer. However, if the dispute is simply a difference of opinions and the seller is running a legitimate business, try your best to resolve the issue with them before opening a case.
Will Etsy refund money if scammed?
In most cases, Etsy will refund a buyer’s money if they’re scammed. Etsy will require proof that the item purchased was not delivered or is not-as-described.
If the item was purchased using PayPal, Etsy might require the buyer to dispute the case through PayPal. If the item was lost or damaged by the postal service, the buyer would have to bring the issue to the attention of the postal service.
How long does it take Etsy to solve a case?
Etsy cases may take several weeks to resolve if they’re complex, while simple cases can be automatically closed within days.
You can review the status of your case by visiting “Your Account” and selecting “Cases reported by you”.
Can you open a case against a buyer on Etsy?
No, you cannot open a case against a buyer on Etsy. If a buyer is harassing you as a seller, you can contact Etsy support to let them know about inappropriate behaviour. Be sure to keep messages from the buyer to share with Etsy as proof.
It is safe to buy on Etsy, but be sure to follow the steps in this article to find the best Etsy sellers and this article will help you determine if an Etsy seller is legit.
Hey, I’m Erin 🙂 I write about small business and craft show techniques I’ve learned from being a small business owner for almost 2 decades, selling at dozens of craft shows, and earning a diploma in Visual Communication Design. I hope you find my advice helpful!