How to Open a Case on Etsy?

Etsy is a popular online marketplace that connects buyers and sellers of handmade, vintage, and unique goods. However, sometimes things can go wrong with a transaction, and as a buyer, you may need to open a case on Etsy. But don’t worry – it’s an easy process that can resolve any issues and get you back to enjoying great purchases from Etsy.

In this article, we’ll guide you through everything you need to know about opening a case on Etsy, step-by-step. We’ll provide you with invaluable tips and tricks to help you get the outcome you want from your case.

Case on Etsy
Case on Etsy

What Is A Case On Etsy?

A case on Etsy is a dispute resolution process that allows buyers and sellers to communicate directly with each other to resolve issues related to orders or transactions. Cases can be opened when there is an issue with delivery, quality of product, or any other problem that arises between buyer and seller.

When to Open a Case?

First things first, you need to understand when it’s appropriate to open a case on Etsy. A case should only be opened if the item you received was significantly different from the description provided by the seller or if the item was never shipped. Additionally, if there is an issue with the payment or performance on the seller’s end, you have the option to escalate the conversation to Etsy support. Here are some instances when you can and can’t open a case:
– You can open a case if the item was not as described or if it was never shipped.
– You can’t open a case if you simply changed your mind about the purchase or if the item arrived damaged due to postal mishandling.
– If you have any doubts about whether to open a case or not, contact the seller first to discuss the issue and see if a resolution can be reached.

How to Open a Case on Etsy?

  • Log in to your Etsy account and go to “Your Accounts”
  • Click “Purchases and Reviews” and locate the item you have an issue with.
  • Click the “Help with order” button.
  • Choose “File a claim” and describe your issue along with any relevant photographs, if necessary.
  • Select your preferred outcome and submit your case.

Tips for a Successful Outcome

  • Communicate clearly and promptly with all parties involved throughout this process – including CSAT – so that everyone is aware of what is happening at all times during this dispute resolution process.
  • Provide clear evidence such as photos or tracking numbers whenever possible.
  • Be patient while waiting for responses from all parties involved.
  • Remain professional throughout this entire process:
    – Follow up regularly if there has been no response after several days
    – Make sure that all relevant information has been provided before submitting your final decision request;
    – Be prepared for potential outcomes such as refunds/replacements/etc.

What Happens After Opening A Case On Etsy?

Once you submit your case on Etsy, it will be reviewed by their team of experts who will determine whether or not it should be escalated for further investigation or resolution by their customer support team (CSAT). If they decide that your case should be escalated for further investigation or resolution by CSAT, they will contact both parties involved (buyer and seller) via email within 48 hours of submitting your case request in order to discuss possible solutions or resolutions before making any decisions about refunds or replacements for items purchased through their platform.

How to Avoid Issues in the Future

As a buyer on Etsy, there are things you can do to avoid issues in the future. Here are some tips:

  • Read the seller’s policies carefully.
  • Verify the seller’s reputation by reading reviews.
  • Look for clear and detailed descriptions of the items you want to purchase.
  • Communicate with the seller if you have any questions or concerns before purchasing an item.
  • Don’t be afraid to leave feedback after a transaction, both positive and negative.


Opening a case on Etsy can be stressful, but with the right information and approach, it’s an easy process that can resolve any issues with your purchases. Remember, it’s important to understand when to open a case, how to do it, and what to do next. By following these tips and tricks, you can be confident that you’ll get the outcome you want. And, as always, remember to communicate with sellers and leave feedback to help future buyers make informed choices. Happy shopping on Etsy!


What is a case?

A case is a dispute resolution process that allows buyers and sellers to communicate directly with each other and resolve any issues related to an order.

How do I open a case?

To open a case, go to the “Your Orders” page in your account settings and select the order you would like to open a case for. Then click the “Open Case” button and follow the instructions provided by Etsy.

What happens after I open a case?

After you open a case, both parties will receive an email notification from Etsy with instructions on how to proceed with the dispute resolution process. You will be able to communicate directly with the other party through messages sent via Etsy's messaging system.  

How long does it take for my case to be resolved?

The length of time it takes for your case to be resolved depends on how quickly both parties respond and reach an agreement. Generally, cases are resolved within 7-14 days but may take longer depending on the situation.

What if I am not satisfied with the outcome of my case?

If you are not satisfied with the outcome of your case, you can contact Etsy Support for further assistance or submit an appeal request if applicable.

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