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How to Open a Case on Etsy

how to open a case on etsy

Are you facing issues with a purchase you made on Etsy? Don’t worry, you’re not alone. Sometimes, despite our best efforts, things don’t go as planned. Whether it’s a product not arriving on time, arriving damaged, or not meeting the description, Etsy provides a way for buyers to seek resolution through opening a case. In this blog, we will tell you how to open a case on Etsy for the issue you are facing.

What is a Case on Etsy?

Before discussing how to open a case on Etsy, let’s understand what it means. A case on Etsy is a formal way to address problems with a transaction. It’s a communication channel between buyers, sellers, and Etsy to resolve disputes. Cases are opened when buyers have issues with an order and can’t resolve them directly with the seller.

Types of Cases on Etsy:

1- Non-delivery:

When you order something on Etsy and pay for it, but it never shows up or arrives way later than it should, that’s a non-delivery case. Basically, you’re left empty-handed when you were expecting something.

2- Not as described:

This happens when what you receive doesn’t match what you saw in the listing. It could be the wrong color, design, or model. Or maybe you didn’t get the right amount of items you ordered. Sometimes, the condition of the item is totally different from what was promised.

3- Item arrived damaged:

You finally get your order, but it’s messed up. It could be a crack, a tear, or something broken. Whatever it is, the item is definitely not in the condition it should be in when it gets to you.

How to Open a Case on Etsy?

  1. Sign in to your Etsy account.
  2. Go to Your account > Purchases and reviews.
  3. Click Help with order next to the order.
  4. Choose Still need help?
  5. Click Yes, I want to open a case.
  6. Select your reason and click Next.
  7. Provide details to support your case.
  8. Click Submit.

How to Escalate a Case on Etsy?

  1. Log in to your Etsy account.
  2. Click on your account icon and choose “Purchases and reviews.”
  3. Find the order with the issue and click “View case.”
  4. Select the case and click “Escalate.”

You need to wait atleast 3 days to escalate a case after it’s opened. Moreover, you should know that the case will be forwarded to an Etsy moderator for review. So it’s unsure how long it’ll take for Etsy to respond. However, Etsy usually close all cases within a few weeks.

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