How to Open a Case on Etsy

Opening a case on Etsy lets the support team know you need extra help with your order. It also signals to the seller that the issue needs to be resolved urgently.

This guide shows you everything you need to know about opening a case on Etsy.

Things to know before you open a case on Etsy

  • You can open a case for three reasons: non-delivery of goods, the product isn’t as described, or the item arrived in a damaged condition.
  • You must have an Etsy account to open a case. If you’ve ordered as a guest, create an Etsy account and then link your order to your account.
  • You can open a case after the estimated date of delivery has passed.
  • You must contact the seller directly if you have any issues with your order. If the seller doesn’t respond within 48 hours or cannot resolve your problem, you may open a case with Etsy.
  • You have 100 days to open a case after the date your order has arrived or should have arrived.
  • The seller has three days to resolve an open case. If a seller fails to respond, you can contact an Etsy moderator.

How to open a case on Etsy.com

  1. Log in to your Etsy account and click Your account.
  2. Select Purchases & reviews from the dropdown.
  3. Scroll down to the order and click Help with order.
  4. Click on Still need help?. You’ll only see this option after 48 hours from the time you messaged the seller.
  5. Click Yes, I want to open a case.
  6. Select a reason for opening a case.
    Choose Non-delivery if the item hasn’t been delivered and the seller can’t show tracking details.
    Choose Not as described if you received an incorrect quantity, the item wasn’t as described, or the display product image was different from the received item.
    Choose Item arrived damaged if you received a damaged product.
  7. Click Next.
  8. Provide supporting details from your side. Attach evidence in the form of receipts, messages, and images.
  9. Select Submit.

How to open a case on the Etsy app

  1. Open the Etsy app and tap You at the bottom of your screen.
  2. Tap on Purchases and reviews.
  3. Scroll down to the relevant order and click Help with order button.
  4. Select the Still need help? option will be available 48 hours from when you messaged the seller.
  5. Tap Yes, I want to open a case.
  6. Choose a reason for opening the case and tap Next.
  7. Provide supporting details such as messages, receipts, or images.
  8. Tap Submit.

Frequently asked questions opening a case on Etsy

How long does it take Etsy to solve a case?

Etsy takes a few days to resolve straightforward cases. But if it’s a complex case, Etsy can take more than 2 to 4 weeks to close the case.

You can check the status of your case by navigating to Your Account and selecting Cases reported by you.

How can I escalate an open case on Etsy?

Follow these steps to escalate an open case on Etsy:

  1. Log in to your Etsy account and click Your account on the top right.
  2. Select Purchases & reviews from the dropdown.
  3. Find the relevant order and click View case.
  4. Select the case you wish to escalate.
  5. Click Escalate.

The escalated case is forwarded to an Etsy moderator for review. It can take a few days to weeks to resolve your issue. However, most moderators try to close open cases within 10 to 12 days.

Can a seller open a case against a buyer on Etsy?

No, a seller cannot open a case against a buyer on Etsy. However, a seller may contact Etsy support to report a buyer for inappropriate behavior or harassment. Sellers must attach their messages with the buyer as proof of their case.

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