How to Open and Resolve Cases on Etsy:Complete Guide
Whether you're a buyer who received the wrong item or a seller dealing with a dispute, understanding Etsy's case system protects everyone. Learn when to open a case, how to respond effectively, and what outcomes to expect — from refunds to account impacts.
⚠Quick Answer: How to Open and Respond to Etsy Cases
For Buyers - Open a Case:
Go to Your Account → Purchases and reviews → Find the order → Click "Help with order" → Select your issue → If unresolved after messaging seller, click "Open a case."
For Sellers - Respond to a Case:
Go to Shop Manager → Look for case notification → Click to view details → Respond within 3 days with your proposed resolution → Upload any supporting evidence.
Key rule: Cases can only be opened 48 hours after the estimated delivery date, and you must first attempt to resolve the issue directly with the seller.
Understanding Etsy Cases
What cases are, when to use them, and what they mean for your account
What Is an Etsy Case?
An Etsy case is a formal dispute between a buyer and seller that Etsy moderates when direct communication fails. Cases are the last resort after messaging hasn't resolved an issue.
Cases CAN be opened for:
- Item not received (non-delivery)
- Item not as described (quality, appearance, functionality issues)
- Item arrived damaged
- Wrong item shipped
Cases CANNOT be opened for:
- Buyer's remorse or change of mind
- Shipping delays within estimated delivery window
- Issues already resolved with seller
- Digital items that were successfully delivered
Case vs. Review vs. Help Request
| Type | Purpose | When to Use | Impact |
|---|---|---|---|
| Help Request | Initial contact with seller | First step for any issue | No shop impact |
| Case | Formal dispute with Etsy mediation | After seller doesn't resolve | Affects seller metrics |
| Review | Public feedback on transaction | After order completion | Visible to future buyers |
For Buyers: How to Open a Case
Step-by-step guide to opening and managing an Etsy case
Contact the Seller First
Before opening a case, Etsy requires you to message the seller.
- • Go to Your Account → Purchases and reviews
- • Find the order and click Help with order
- • Select your issue type
- • Send a message describing the problem
- • Wait for the seller to respond
Wait for the Required Period
You can open a case only after certain conditions are met.
- • For non-delivery: 48 hours after the estimated delivery date has passed
- • For item issues: Within 100 days of the estimated delivery date
- • Seller hasn't responded: After 48 hours of no response to your message
Open the Case
Navigate to the order and start the formal case process.
- • Return to Purchases and reviews
- • Find the order → Click Help with order
- • If eligible, you'll see Open a case option
- • Select your reason: Item didn't arrive or Item isn't as described
- • Describe the issue in detail and upload photos if applicable
Provide Evidence
Strong evidence improves your case outcome.
- • For non-delivery: Tracking showing no delivery confirmation, screenshots of shipping notifications
- • For "not as described": Photos of what you received, screenshots of listing showing what was promised
- • Measurements if size is the issue
- • Close-ups of quality problems
Wait for Resolution
After opening a case, the resolution process begins.
- • Seller has 3 days to respond
- • If seller resolves (refund/replacement), you close the case
- • If unresolved, Etsy steps in to mediate
- • Etsy may request additional information
- • Etsy makes a final decision
For Sellers: How to Respond to Cases
Protect your shop and resolve disputes professionally
Immediate Actions When You Receive a Case
Don't panic. A case notification isn't automatic guilt — it's an opportunity to resolve a customer issue.
- • Read the case details carefully — understand exactly what the buyer claims
- • Review the order — check your records, shipping info, and communication history
- • Gather your evidence — collect tracking, photos, and messages
- • Respond within 3 days — failing to respond often results in automatic buyer win
Navigate to Your Case
Find and access the case in your Shop Manager.
- • Go to Shop Manager → look for case notification banner
- • Or go to Shop Manager → Community & Help → Open cases
- • Click on the case to view details
Respond Effectively
Your response should be professional and solution-oriented.
- • Acknowledge the issue — show you understand the buyer's concern
- • Explain what happened — provide context without being defensive
- • Propose a solution — offer something specific (refund, replacement, partial refund)
- • Provide evidence — upload tracking screenshots, proof of shipment, photos of item before shipping
Provide Supporting Evidence
Documentation can make or break your case.
- • For "item not received": Tracking number with delivery confirmation, proof of signature, shipping insurance documentation
- • For "not as described": Photos of item before shipping, listing screenshots showing accurate description
- • For damaged items: Photos of packaging before shipment, insurance claim documentation
When to Issue a Refund
Consider refunding when:
- The cost of fighting exceeds the order value
- You can't provide strong evidence
- The buyer has a legitimate complaint
- Maintaining your metrics is more valuable
Stand your ground when:
- You have clear proof of delivery/accuracy
- The buyer's claim contradicts their own messages
- The issue is clearly buyer error or buyer's remorse
- The amount is significant and you have strong evidence
Etsy's Case Resolution Process
Timeline and possible outcomes
Timeline
| Stage | Timeframe |
|---|---|
| Buyer opens case | Day 0 |
| Seller response deadline | 3 days |
| Etsy review begins | After seller response or deadline |
| Additional info requests | Variable |
| Final decision | Usually 1-2 weeks total |
Possible Outcomes
Full Refund to Buyer
Item confirmed not delivered with no valid tracking, item clearly not as described, or seller failed to respond
Partial Refund
Item partially matches description, minor issues that don't warrant full refund, or both parties agree to partial resolution
Case Closed in Seller's Favor
Tracking shows confirmed delivery, item matches listing description, or buyer's claim contradicts evidence
Mutual Resolution
Buyer and seller agree to solution before Etsy decides, buyer closes case as resolved
Etsy Case System: Key Timelines
Impact on Your Etsy Account
How cases affect sellers and the ODR metric
Case Opened
Temporarily affects your shop's "case rate," may impact search ranking while case is open, shows in your shop's trust metrics
Resolved in Buyer's Favor
Counts against your seller performance, multiple losses can trigger account review, funds may be automatically refunded
Resolved in Your Favor
No negative impact on metrics, case is removed from your record, good evidence pays off
The ODR (Order Dissatisfaction Rate)
Etsy tracks your ODR, which includes cases opened against you, 1-2 star reviews, and low shipping scores.
Keeping ODR low:
- - Respond to all cases promptly
- - Resolve issues before they escalate to cases
- - Ship with tracking always
- - Accurately describe your items
Preventing Cases Before They Happen
Proactive strategies to avoid disputes
Proactive Communication
Confirm custom order details, send tracking immediately, update buyer if delays occur, send follow-up after delivery
Accurate Listings
Show actual item photos (not just mockups), include exact dimensions, list all materials used, explain what's included for digital items
Shipping Best Practices
Use tracking on every order, require signature for expensive items, take photos of packaged items, insure high-value shipments
Proper Packaging
Use appropriate protection for fragile items, waterproof packaging when needed, secure items so they don't shift
Special Case Scenarios
Handling unique situations
International Shipping Cases
Customs delays aren't seller's fault but communicate proactively. Clearly state buyer responsibility for import fees. International tracking is less reliable; consider insurance.
Digital Product Cases
Most digital issues are access-related, not delivery. Re-send file or provide alternative download method. Keep proof of file delivery through Etsy's system.
Custom/Personalized Orders
Get approval in writing before making the item. Send mockups/proofs for personalized items. Screenshot all customization requests from messages.
Do's and Don'ts for Buyers
Common Mistakes to Avoid
❌Don't Do This
- •Open a case immediately without trying direct communication
- •File cases for buyer's remorse — that's not what cases are for
- •Threaten negative reviews to get refunds
- •Open cases before the delivery window ends
- •Leave out important details that might hurt your case
✅Do This Instead
- •Contact the seller first before opening a case
- •Provide clear photos of any issues
- •Be specific about what's wrong
- •Keep all communication on Etsy for documentation
- •Be patient with resolution timelines
- •Close the case if the seller resolves your issue
Do's and Don'ts for Sellers
Common Mistakes to Avoid
❌Don't Do This
- •Ignore cases — silence loses automatically
- •Be defensive or aggressive in your response
- •Blame the buyer without evidence
- •Wait until the deadline to respond
- •Take it personally — it's business
- •Retaliate with negative feedback out of frustration
✅Do This Instead
- •Respond within 3 days — always
- •Stay professional even if you're frustrated
- •Provide evidence with every response
- •Offer solutions even if you think you're right
- •Keep records of all shipments and communications
- •Learn from cases to improve your processes
Frequently Asked Questions
Everything you need to know about Etsy cases and dispute resolution.
Related Guides
This guide reflects Etsy's policies as of February 2026. Policies may change without notice. Always check Etsy's official help center for current procedures. This is informational only and does not constitute legal advice.
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