<p><img src="https://static6.businessinsider.com/image/600b06b3933f1100193111aa-2119/Designer on computer.jpg" border="0" alt="Designer on computer" data-mce-source="Westend61/Getty Images"></p><p></p><bi-shortcode id="summary-shortcode" data-type="summary-shortcode" class="mceNonEditable" contenteditable="false">Summary List Placement</bi-shortcode><p>If you have an issue with an order placed on <a href="https://www.businessinsider.com/category/etsy" target="_blank" rel="noopener">Etsy</a> 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.</p><p>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.</p><p>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.</p><p>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. For other issues, just contact the seller directly.</p><p>Cases can be opened up to 100 days after your order's estimated delivery date has passed. Here's how it's done.</p><h2>How to open a case on Etsy</h2><p>To open a case on Etsy, you must have an Etsy account. If you purchased the item as a guest, make an Etsy account, then <a href="https://help.etsy.com/hc/en-us/articles/115015565027'segment=shopping" target="_blank" rel="noopener">claim the order</a>.</p><p><strong>1.</strong> Go to <a href="https://www.etsy.com/" target="_blank" rel="noopener">Etsy.com</a> and sign into your Etsy account.</p><p><strong>2.</strong> Click your account icon, labeled "You," at the top-right.</p><p><strong>3.</strong> From the drop-down menu, choose "Purchases and reviews."</p><p><img src="https://static5.businessinsider.com/image/6008be74db847c001918bfa1-2400/How to open a case on Etsy 1.jpg" border="0" alt="How to open a case on Etsy 1" data-mce-source="Abigail Abesamis Demarest/Business Insider" data-mce-caption="You can find this option in the profile dropdown just beneath &quotMessages.&quot"></p><p><strong>4.</strong> Find the relevant order associated with your issue. Click "Help with order."</p><p><img src="https://static1.businessinsider.com/image/6008beaddb847c001918bfa2-2400/How to open a case on Etsy 2.jpg" border="0" alt="How to open a case on Etsy 2" data-mce-source="Abigail Abesamis Demarest/Business Insider" data-mce-caption="The &quotHelp with order&quot option is to the left of your item description."></p><p><strong>5.</strong> Select "Open a case."</p><p><img src="https://static3.businessinsider.com/image/6008bed16d4c620018e41285-2400/How to open a case on Etsy 3.jpg" border="0" alt="How to open a case on Etsy 3" data-mce-source="Abigail Abesamis Demarest/Business Insider" data-mce-caption="You can find the link at the bottom of the page."></p><p><strong>6.</strong> Choose "Yes, I want to open a case."</p><p><strong>7.</strong> Select your reason for opening a case, then click "Next."</p><p><strong>8.</strong> Provide details to support your case, then hit "Submit." It'll be sent to the seller.</p><h2>How to escalate a case on Etsy</h2><p>Three full days need to pass after opening a case before you can escalate it.</p><p><strong>1.</strong> Go to <a href="https://www.etsy.com/" target="_blank" rel="noopener">Etsy.com</a> and sign into your Etsy account.</p><p><strong>2.</strong> Again, click your account icon at the top-right and select "Purchases and reviews."</p><p><strong>3.</strong> Find the relevant order associated with your issue. Click "View case."</p><p><strong>4.</strong> Select the case you want to escalate, then click "Escalate."</p><p>It'll be forwarded to an Etsy moderator for review. There's no guarantee of how long it'll take for Etsy to respond, but they say that they try to close all cases within a few weeks.</p><h2><strong>Related coverage from </strong><a href="https://www.businessinsider.com/tech-reference" target="_blank" rel="noopener" data-analytics-post-depth="100">Tech Reference</a>:</h2><ul><li><h3><a href="https://www.businessinsider.com/what-is-etsy">What is Etsy' Everything you need to know before buying or selling on the handmade and vintage e-commerce platform for independent creators</a></h3></li><li><h3><a href="https://www.businessinsider.com/how-to-track-etsy-order">How to track your Etsy orders on a computer or mobile device</a></h3></li><li><h3><a href="https://www.businessinsider.com/how-to-leave-a-review-on-etsy">How to leave a review on Etsy to give a seller feedback on your purchase and help other users</a></h3></li><li><h3><a href="https://www.businessinsider.com/how-to-sell-on-etsy">How to sell on Etsy, the online marketplace for handmade and vintage items</a></h3></li><li><h3><a href="https://www.businessinsider.com/how-to-cancel-an-order-on-etsy">How to cancel an order on Etsy, the online marketplace for handmade and vintage items</a></h3></li></ul><p><strong>SEE ALSO: <a href="https://www.businessinsider.com/online-direct-to-consumer-brands-with-retail-stores-locations-2018-2'tht" >These 22 direct-to-consumer brands started online but now have brick-and-mortar stores</a></strong></p><p><a href="https://www.businessinsider.com/how-to-open-a-case-on-etsy#comments">Join the conversation about this story »</a></p> <p>NOW WATCH: <a href="https://www.businessinsider.com/how-symphony-seas-worlds-largest-cruise-ship-deals-with-waste-2020-3">How waste is dealt with on the world's largest cruise ship</a></p>
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