Etsy may step in to mediate if necessary. The review period can take anywhere from a few days to a couple of weeks, but it’s important to note that this is an estimated timeframe and actual review times may vary.
How long does it take Etsy to decide on a case?
You can only open a case on Etsy for undelivered orders, defective items, or items that don’t match the item’s description and photos. Before opening a case on Etsy, you should reach out to the seller to try to resolve your issue. If you’re unable to resolve your issue, you can escalate your case to have Etsy moderators mediate the problem.
If you have an issue with an order placed on Etsy and you’re looking to return the item or get a refund, reaching out to the seller directly is the best first step. For instances where you’ve reached out and don’t hear back, or if you’re unable to resolve the issue with them directly, you can file a case on Etsy.
Opening a case signals to the seller that something is wrong and needs to be resolved. Once you’ve opened a case, the seller has three days to resolve your issue. If three days pass and it’s still not fixed, you can escalate the case to have an official Etsy moderator step in. And once Etsy makes a decision, it’s final, and both you and the seller have to comply.
These decisions can include the seller giving you a refund or shipping a new item. Of course, however, if Etsy finds that the seller didn’t break any rules, you’re out of luck. Cases can only be opened for three types of issues: The item was never delivered, it’s damaged, or it didn’t match the product description and photos.
How long does it take to leave a review on Etsy?
You can leave a review after the day your order should arrive, and you have 100 days after that date to leave or edit a review. Reviews can’t be left or edited while a case is open, but the 100 day period continues while a case is open.
What happens when Etsy opens a case?
When you open a case, Etsy will work with you and the seller to ensure that we have all the information we need to reach a resolution. With Etsy’s Purchase Protection program for qualifying orders, you will receive a full refund if your item arrives damaged, is not delivered, or not as described.
How does Etsy resolve cases?
4. Case Resolution – Once a case is opened, Etsy will usually resolve and close the case automatically on behalf of the buyer and seller. Etsy reserves the right to resolve the case on a seller’s behalf, including, but not limited to, by issuing a refund to the buyer and recouping funds from the seller’s account if payment was made via Etsy Payments.
In some cases, Etsy may need to investigate further in order to resolve the case. Each case must remain open until a resolution has been reached. Etsy may reach out to you to provide more information on the case, and you should promptly respond. Sellers must respond within 2 calendar days. Etsy reserves the right to resolve an order issue before the 48-hour window for circumstances including, but not limited to, seller inactivity, harassment, refusal of service, manipulation, and undermining the integrity of the case system.
Etsy may close or resolve a case due to lack of participation from either party, or reopen a previously closed case to further investigate tracking issues or other aspects of the dispute. To maintain the integrity of the case system, a seller cannot encourage or require a buyer to close a case as a condition of resolving the dispute.
Will Etsy remove a negative review?
When will Etsy remove a review? Etsy will remove a review only if we determine it violates Etsy’s policies. If you believe that a review violates Etsy’s policies, you can report it. Reviews that are negative, but that comply with Etsy’s policies won’t be removed.
Why does Etsy take so long?
Key Points: –
- Processing time on Etsy depends on the type of item being ordered.
- Etsy sellers can not control how quickly their products will ship to their customers.
- Etsy estimates 3 to 7 business days for domestic deliveries, depending on the customer’s choice of service, and 10 to 30 working days for international shipments.
Etsy customers are often unsure of how long the delivery of their orders will take. So, when purchasing products from Etsy, they frequently ask questions like: How long does Etsy take to ship? How does shipping on Etsy operate? Funnily, Etsy does not ship orders.
What happens after you report a review on Etsy?
After you report a review, Etsy’s team will determine whether it violates our policies. When Etsy’s investigation reveals that a review is in compliance with Etsy’s policies, no action will be taken. In other cases, Etsy will take appropriate action to remedy any issues with the review.
Does Etsy always refund?
With Etsy’s Purchase Protection program for qualifying orders, you’ll receive a full refund if your order never arrives, arrives damaged, or isn’t as described. To get help from Etsy, you’ll need to choose your order, then select Open a case at the bottom of the page.
What happens if Etsy closes my shop?
If your shop is closed or suspended, Etsy expects you to resolve any open orders. Depending on the situation your shop is in, you must either issue buyers a full refund or fulfill your orders.
Can you appeal an Etsy case?
Open the Appeals Center and sign in to your suspended Etsy account. Choose the reason for your appeal. If selecting Other, enter a reason. Add any actions you’ve taken to address the issues that caused the suspension.
Does Etsy refund stolen packages?
Send a replacement or refund Etsy doesn’t hold sellers responsible for items that are lost in mail. However, if you’re able to, consider sending a replacement item or a refund for the order.
How long does it take to close a case on Etsy?
Simple cases are often solved automatically, while complex cases can take several weeks. We want to help you solve your case as quickly as possible. ” In the meantime, you can give your CC provider a call, explain the Etsy case situation, and ask how much time you have to open a case with them.
Can a seller escalate a case on Etsy?
To open a case on Etsy:
- Sign in to Etsy.com or open the Etsy app,
- Click or tap the Your Account icon,
- Click or tap Purchases and reviews,
- Click Help with order next to the order you’re interested in. On the Etsy app, tap the order you’re interested in, then tap Help with order under your order.
- Click or tap Still need help?
- Click or tap Yes, I want to open a case,
- Choose your reason for opening a case and click or tap Next,
- Provide the supporting details for your case.
- Click or tap Submit,
Before opening a case with Etsy, you can contact the seller directly and review the shop’s policies, Sellers manage their own inventory, orders, and policies, and can help with most problems with your order. I don’t have an Etsy account You must have an Etsy account to open a case.
- A non-delivery case: You place an order and submit payment, but don’t receive the item.
- A not-as-described case: The item you receive is considerably different from the seller’s listing description and photos, or you didn’t receive all the items you ordered.
Contact the seller directly for any other problems with your order. Learn more about transaction eligibility for cases, I don’t have the option to open a case with Etsy If you don’t see the option to open a case, you might instead see information that it is too early or too late to do so.
You may also have ordered as a guest, Learn more about when you can open a case, You can report a problem to the seller at any time. What happens after I open a case? After you open a case, the seller has three days to resolve the issue. If you need help from Etsy after three days, you can escalate the case,
A case must be escalated in order for Etsy to mediate. Etsy reserves the right to escalate a case early for circumstances such as seller inactivity, harassment, refusal of service, case manipulation, and undermining the integrity of the case system. How to escalate a case to Etsy If you and the seller aren’t able to come to a resolution in three days, you can escalate your case to Etsy.
- On Etsy.com, c lick the Your Account icon,
- Click Purchases and reviews,
- Click View case next to the order you are interested in.
- Click the case you want to escalate.
- Click Escalate,
Our team will review your case before making a final decision. How Etsy mediates a case All mediation by Etsy happens in the case log, We’ll work with you and the seller to ensure that we have all the information we need to make a decision. To resolve your case as quickly as possible, please provide all information that Etsy requests.
This may include photographs, measurements of items received, receipts, third-party evaluations, or anything else that we need to resolve the case. When Etsy makes a final decision, both the buyer and seller must comply with Etsy’s decision. How long do cases last? There is no set time frame for cases.
Simple cases are often solved automatically, while complex cases can take several weeks. We want to help you solve your case as quickly as possible. Be sure to escalate your case once it’s been open for three days. This can expedite the case mediation process.
Who pays Etsy refunds?
Will Etsy refund my seller fees? If you refund a buyer through your Shop Manager, your Etsy transaction and processing fees for the refunded transactions are automatically refunded to your Payment account. If you also cancelled the transaction, your listing fees are automatically credited to your account.
What happens if you owe Etsy money?
Overdue statements may be subject to penalties such as restricted account privileges, shop suspension, and removal of your Star Seller badge. To restore your account privileges, you need to pay your total current balance. Or follow these steps to pay your statement: Sign in to Etsy.com.
How do I get a refund on Etsy if seller doesn’t respond?
Table of Contents – Some of the links in this article are affiliate links that will pay me a small commission if they’re used to purchase something. As a general rule, Etsy asks that sellers respond to all messages from a customer within 24 hours of receiving the first message.
- This can include an automatically-sent response to let the customer know that the seller is unavailable for a certain amount of time.
- Etsy sellers are not responsible for answering messages around the clock, but within 24 hours is reasonable and within Etsy’s guidelines.
- Etsy has recently added a contact option that shows up on the order page where you can contact a seller after placing an order.
It gives you a list of options to choose from, but you don’t need to use that form. If you do use the “help with order” option, please give the seller time to respond to you, especially if it’s over a weekend. Etsy says that if you don’t hear from the seller within 48 hours you can open a case about the order, but that’s basically the atomic option.
Opening a case against a seller isn’t just a request for assistance, it essentially is a strike against the seller and is an adversarial move. Most Etsy sellers will respond to a question as soon as possible, but if you file a case it’s a complaint against the shop that can hurt their business, so it won’t make them happy, to say the least.
Filing a case should be a last resort, not something that you do because you want to change the address on your order, which is an example of one of the options that Etsy has given in the “help with order” option. Things like that can be handled between you and the seller without getting Etsy involved.
Sometimes, though, the seller doesn’t respond at all, or they’ll say one thing and do another. How should you handle that? If an Etsy seller doesn’t respond to a message within 48 hours, send another message, or use an email address to verify that the original message wasn’t received. It’s possible that the first message didn’t get delivered, so it’s important to check before reacting negatively.
Customers can also contact the seller through social media messaging or through a website contact form if that option is available. I have people send me messages through my website contact form occasionally, and as long as it’s not my personal email (I would wonder where they got that one) I don’t mind how they message me.
- However, I’ll probably move the messages back to Etsy.
- It’s usually better to try to keep all messages in one thread on Etsy so that the seller (and you) won’t miss any details, especially for custom orders.
- If the seller moves your messages from email back to Etsy that’s usually the reason.
- I like to keep everything in one place so that I can refer back to one thread and not miss anything.
It’s also against Etsy’s policies to move transactions that started on Etsy off of Etsy, so many sellers want to keep everything on Etsy to make sure it’s clear that they’re not participating in “fee avoidance.” If you have to contact a seller outside of Etsy because they’re not responding on Etsy messages, and they still don’t answer you, that’s more problematic.
And again, keep in mind that weekends are often times when Etsy sellers don’t answer messages because they take time off. Most Etsy sellers are solo business owners who work from home, so we don’t have customer service centers available to answer things 24/7. If you send a message at 10pm on a Friday, you shouldn’t expect an answer until Monday. PatienceWe’re also located in many different countries, so time differences can be an issue.Some sellers I know have had customers place an order around dinnertime, send a message in the middle of the night, then file a formal complaint with Etsy before the seller even got out of bed in the morning!
That’s unnecessary and unreasonable, so if that’s what you would do, you probably need to settle down a little bit. The seller will get back to you, but we might be asleep when you send your message! So now that that’s out of the way, you might be wondering how to contact an Etsy seller in the first place. Contact button on the shop’s home page. There are several ways to contact an Etsy seller. There is a contact button at the top of every shop’s home page, and that can be used to send a direct message to the shop owner. This is the most direct way to send a seller a general question. 
When the message window on the listing page opens up, it might suggest that you check out the FAQ or listing description to find your answer. That’s often a faster way to find what you need instead of sending a message and waiting for an answer! If you’ve already placed your order, you can use those methods to contact the seller, or you can use the message button on your order page.
Is it OK to have two Etsy shops?
You’re welcome to run multiple shops at once on Etsy. You will need: A separate Etsy account for each shop. A separate email address on file with each account.
Does Etsy protect the buyer?
Have questions? We’ve got answers. – What do sellers have to do to be eligible for Etsy Purchase Protection? Sellers don’t have to take any action to participate in Etsy Purchase Protection. Your orders just need to meet the eligibility criteria, including:
Keep your shop in good standing (that means you’re not violating any of Etsy’s policies). Use Etsy’s payment platform, Etsy Payments, where available. Please note that Etsy Payments is only available in certain countries. See our Etsy Payments policy for more details. If Etsy Payments is not yet available to you, you will not be eligible for Seller Protection and disputes will need to be resolved via the payment platform used (i.e. PayPal). Fill out all of your Shop Policies (it’s especially important to have policies for returns, exchanges, and custom orders). Have estimated delivery dates on your listings. Package your order carefully to avoid damage in transit. Ship your order within your stated processing times. We use the processing times you set for each listing to determine the ship-by date. Ship the order to the address provided on Etsy. If your buyer provides an alternate shipping address through Messages, you may choose to cancel, refund the order, and ask the buyer to purchase the item again with the corrected shipping address. Use valid tracking and/or a shipping label purchased on Etsy, where available.
Does Etsy Purchase Protection cost sellers anything? Sellers don’t need to pay anything to participate in Etsy Purchase Protection. While we believe the program criteria follows best practices for packaging and shipping your items, participating in Etsy Purchase Protection is completely optional.
What if my order is $250 USD (including shipping and taxes) or more? Orders over $250 USD are not eligible for Etsy Purchase Protection. Etsy Purchase Protection eligibility is based on the full order amount and does not apply to partial amounts of orders. For example, an order of $300 would not be eligible for Etsy Purchase Protection.
Because of this, we strongly recommend purchasing insurance when fulfilling your orders over $250. What does Etsy Purchase Protection mean for buyers? With Etsy’s Purchase Protection program, buyers will get a full refund if their item doesn’t arrive, arrives damaged, or isn’t as described.
We’ve heard from buyers that trust is an important factor that drives their decision making. We want them to shop confidently on Etsy knowing that if something goes wrong with their order, they can easily get the help they need. Etsy’s Purchase Protection program is not an insurance policy, a warranty, nor a guarantee.
We believe Etsy Purchase Protection will give buyers more peace of mind, and could result in increased orders to your shop. And for sellers, we want to help your business run with more confidence on Etsy–especially when something happens that is outside your control.
- Learn more about the buyer program here,
- Is Etsy managing buyer fraud? Yes, we’ll monitor for buyer abuse of Etsy’s Purchase Protection program to protect the seller community.
- Buyers who abuse the program could lose access to Etsy Purchase Protection.
- Want to learn more about how Etsy’s Purchase Protection program works? Visit our help center for more information.
Your feedback is crucial for helping us improve the seller experience. Share your thoughts about Etsy’s Purchase Protection program and let us know what you would like to see from it in the future in this brief survey,
Is it OK to resell on Etsy?
“Reselling” is selling an item that you, the seller, did not make or design. Etsy’s marketplace includes handmade items, vintage items, and craft supplies. Reselling is only allowed in the vintage and craft supplies categories. Everything listed in our Handmade category must be made or designed by you, the seller.
Creatively repackaging commercial items (for example a gift basket consisting of non-handmade items) Curating a collection of others’ handmade goods that you did not design or make Selling items made or designed by another seller who is not part of your shop Selling traditional handicrafts or fair trade items that you did not design or make
Etsy reserves the right to remove listings that do not follow our policies. Sellers remain obligated to pay any fees incurred in listing such items. Last updated on Feb 1, 2018
Are Etsy sellers responsible for lost packages?
Etsy doesn’t hold sellers responsible for items that are lost in mail. However, if you’re able to, consider sending a replacement item or a refund for the order. Sending a replacement or a refund can build customer satisfaction, which can help your business succeed in the long run.
How do I check my case on Etsy?
Go to Purchases and reviews. Select View case next to the order you are interested in. Choose the case you want to close. Select Close.