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How to Deal with a Reported Case on Etsy

Although Etsy urges buyers and sellers to work through problems related to nondelivery themselves via civilized means such as with convos or e-mails, buyers sometimes feel compelled to report nondelivery cases to Etsy. (Buyers may also launch a case if the item received didn’t match its description.)

If a buyer launches a case against you, you’ll receive an e-mail from Etsy outlining the details of the case and instructions for resolving it. To view details about the case, do the following:

  1. Click the Your Shop link that appears along the top of every Etsy page.

  2. Click the Cases link under Orders.

    The Your Cases pages opens.

  3. Click the Cases Reported About Your Shop tab.

    A page appears with a link to the case.

  4. Click the link to the case.

    A page containing information about the case appears. (You can also access this page by clicking the Resolve It link that appears at the top of any Etsy page when a case has been launched against your shop or by clicking the Cases link that appears on the left side of the Your Account screen.)

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To resolve your case, you’ll need to work directly with your buyer — and you have to start within seven days of the case being launched. Correspondence pertaining to the open case should occur on the case’s page. Simply type your message in the Comments box.

You can also upload images or photos — say, a scanned image of your delivery confirmation receipt or something similar — directly to the case’s page by clicking the Attach Image link under the text box. In the end, you may need to refund the buyer’s money. When the buyer is satisfied with your actions, she can close the case.

If you’re unable to resolve the case, the buyer can send the case to Etsy for review. In addition, Etsy automatically resolves any open, unresolved cases after three weeks. If that happens, Etsy’s Trust & Safety team will review the case, at which point you may be contacted for additional information. If the team deems it necessary, they may issue a refund to the buyer using funds from your account.

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