When a buyer opens a case on Etsy, the first thing to do is open it via Shop Manager > Help > Cases, read the buyer's issue, and then respond in the case log with tracking information, photos and your explanation. If you can solve the problem (a replacement or a refund), do it through the case; if Etsy asks you for information, always respond within the time given. If your order meets the conditions of Etsy's Purchase Protection, Etsy refunds the buyer itself and you keep your earnings from the sale. An occasional case won't hurt your shop; what matters is responding on time and with evidence.
What is a case on Etsy and how is it opened?
A case is a buyer asking Etsy for help when they couldn't solve an order problem with the seller. The process always starts with the buyer's Help with order request:
- The buyer selects the order on the Purchases and Reviews page, writes to you via Help with order and chooses the problem: the item didn't arrive, isn't as described, or arrived damaged.
- For physical items, a case can only be opened once the estimated delivery date shown at purchase has passed and 48 hours have passed since the buyer's request.
- For digital items, the item must have been downloaded or 7 days must have passed since purchase, again with a 48-hour wait after the request.
- The buyer can open a case within 30 days of the order's estimated delivery date.
In short, responding to the Help with order message within 48 hours and solving the problem is the surest way to prevent a case at all. We cover message setup and quick reply templates in our guide to the Etsy messages response rate.
What to do step by step when a case is opened
- Find the case: Go to Shop Manager > Help > Cases, switch to the Cases reported about your shop tab and select the case number.
- Understand the issue: Read the reason the buyer chose and what they wrote. Stay calm and solution-focused; Etsy's team reads the case log too.
- Add your evidence: Write a short, clear explanation in the Add Your Comment box. If needed, add photos with Attach Image. If the tracking number is missing or wrong, update the shipping information.
- Offer a solution: If the item really was lost or produced incorrectly, offer a replacement or a refund. When you issue a full refund through Etsy Payments, the case closes automatically.
- Keep all communication on the case page: Etsy asks that all comments and information about the case be shared on the Cases page. Even if you agree with the buyer in separate messages, write the outcome in the case log.
- Respond to Etsy's requests on time: If Etsy asks for more information, reply within the stated time. If you don't respond, Etsy may resolve the case on your behalf; this can mean refunding the buyer and recouping the amount from your Payment account.
What to do by case type
Item not received
In these cases your strongest evidence is valid tracking. If tracking shows delivery, write this in the case log; a "not received" case closes automatically when tracking information shows delivery. If tracking hasn't moved for a long time, contact the carrier and consider a replacement or a refund. To set delivery times correctly, see the Etsy shipping settings guide.
Item not as described
Ask the buyer for a photo of the item and compare it with the photos and description in your listing. If there really are differences such as color, size or print placement, a reprint or a refund is the fastest solution. If the item matches the listing exactly, show this clearly with photos and listing details. For print-on-demand sellers, a common source of these cases is mockups that look brighter or larger than the real print; the checklist in our product mockup guide reduces this risk.
Item arrived damaged
Ask the buyer for photos of the damage and the package. If the carrier has insurance or a damage claim process, you may need to go there first. A replacement is often the quickest way to make the buyer happy.
When does Purchase Protection protect the seller?
Under Etsy's Purchase Protection program for sellers, in eligible cases Etsy covers up to $250 of the refund (or the equivalent in your local currency) itself and you keep your earnings from the sale; any amount above $250 is charged to the seller. The program covers: the package never arriving, the item arriving 7 or more days after the estimated delivery window, the item arriving damaged (for the first instance in a calendar year), and the buyer claiming the item doesn't match the listing even though it does.
For the order to be protected, all of these conditions must be met:
- The order was shipped within the processing time stated in your listing.
- Valid tracking was provided, or the order was sent with a shipping label purchased through Etsy.
- The listing has an estimated delivery date that includes transit time.
- The item the buyer received matches the photos and description in the listing.
- The shop meets Etsy's customer service standards, and the buyer's Help with order message was answered within 48 hours.
- For damaged item cases, it is the first damage instance in that calendar year.
- For shipments to the US, duties and import fees were included upfront.
Items that don't match the listing, orders with third-party insurance or carrier coverage, and shops not in good standing are outside the program. That's why shipping without tracking and visuals that don't reflect reality are the two mistakes that cost the most money in cases.
How does the case rate affect your shop?
Etsy states that an occasional case won't negatively affect a shop. However, its customer service standards include a case rate criterion: if you've completed fewer than 300 orders, no more than 3 orders should have cases refunded from your account; with 300 or more orders, the rate should be below 1%. Orders over $250, orders eligible for Purchase Protection and orders you refunded before the buyer opened a case don't count. Repeatedly failing the standard can lower search visibility, make you ineligible for Purchase Protection and lead to temporary or permanent loss of selling privileges. For shop suspension processes, see our guide on what to do if your Etsy shop is suspended.
The practical takeaway: if the problem really is on your side, refunding or replacing before the buyer opens a case both makes the buyer happy and protects your case rate. You'll find the criteria for the Star Seller badge in our Etsy Star Seller guide.
The case is closed: can you challenge the outcome?
A case ends when a full refund is issued through Etsy Payments, when tracking shows delivery in a "not received" case, or when the buyer closes the case. If you believe the outcome of a case closed as "not as described" or "arrived damaged" was wrong, you can contact Etsy support and ask for a review; don't forget to include the case number in your request. Whatever the outcome, writing a polite closing message to the buyer can soften a possible negative review; for review management, see our guide on how to get Etsy reviews.
Checklist to prevent cases from the start
- Add valid tracking to every order.
- Set realistic processing times and delivery estimates; in print on demand, include production time.
- Keep the color and print placement of your mockups consistent with the real product; state sizes and measurements clearly in the description.
- Reply to Help with order messages within 48 hours, ideally the same day.
- Write your return and exchange rules clearly; for details, see the Etsy return policy guide.
Track order and shipping status with Printmeet
In Printmeet you can track the orders and shipping status of the products you send to Etsy from your dashboard; orders are produced and shipped by our production partners in the US. Because mockups are generated automatically from your design, your listing images and the produced item come from the same design file. For the full flow, see the how it works page.
Frequently asked questions
How quickly should I respond to an Etsy case?
When Etsy asks you for information about a case, you should respond within the time it states. To prevent a case from being opened at all, you need to reply to the buyer's Help with order message within 48 hours; this is also one of the Purchase Protection conditions.
Can an Etsy case get my shop closed?
An occasional case doesn't negatively affect a shop. However, repeatedly exceeding the standard, such as more than 3 refunded cases with fewer than 300 orders or 1% or more with 300 or more orders, can go as far as restricting selling privileges.
Do I keep my earnings under Purchase Protection?
If the order is eligible, Etsy refunds the buyer itself (up to $250) and you keep your earnings from the sale. For ineligible orders, the seller is responsible for the full refund.
What happens if I refund before the buyer opens a case?
Orders you refund before the buyer opens a case don't count toward the case rate in the customer service standards. If the problem really is on your side, an early refund or replacement is the safest route.