Etsy will cover up to $250 of a refund on an eligible case, so you keep your earnings. Miss one condition, such as answering the buyer within 48 hours, and the full refund comes out of your account instead.
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Table of Contents
- Introduction
- Why Waiting for Etsy to Decide Costs You
- How an Etsy Case Moves From Message to Decision
- The Purchase Protection Checklist
- The Step-by-Step Method
- How to Handle Each Case Type
- Common Mistakes That Lose Cases
- Tools and Resources
- A Worked Example
- Frequently Asked Questions
- Key Takeaways
- The Bottom Line
Introduction
A buyer clicks “Help with order” on a $40 necklace that never showed up. What you do in the next two days decides who pays for that refund: you, or Etsy.
This guide shows you how to resolve an Etsy case from the first buyer message to the final decision. You’ll see when a buyer can open a case, what the Purchase Protection program for sellers requires, how to use the case log, and how to ask for a review when an outcome looks wrong. Every rule comes from Etsy’s own Help Center pages, linked in each section, so you can check them yourself.
Here’s exactly how it works.
Why Waiting for Etsy to Decide Costs You
Most sellers treat a case as something Etsy handles. They wait for the buyer to escalate, then hope Etsy sides with them.
That habit is expensive.
Etsy’s Purchase Protection only pays out for sellers who meet every eligibility condition, and one of those conditions is replying to the buyer’s Help with order message within 48 hours. Etsy lists that rule on its Purchase Protection for sellers page. If you reply on day three, the order can fall outside the program even if you shipped on time with tracking.
Now look at what the program gives you when you do qualify. For an eligible order, the buyer gets a full refund and Etsy covers up to $250 of it. You don’t issue the refund yourself, and you keep your earnings up to that amount.
So the case starts long before Etsy steps in. It starts with the first message.
How an Etsy Case Moves From Message to Decision
An Etsy case has a fixed sequence. Knowing it tells you how much time you have at each stage.
Stage 1: The buyer asks you for help. A buyer can’t jump straight to a case. According to Etsy’s How to Open a Case page, the buyer goes to Purchases and reviews, selects “Help with order” next to the order, picks a reason, and sends you a request.
Stage 2: The 48-hour window. Etsy’s buyer help page says a case can only be opened once two things are true. The estimated delivery date given at purchase has passed, and 48 hours have passed since the buyer sent the Help with order request.
Stage 3: The extra wait for missing packages. For non-delivery, Etsy’s seller page on how to resolve a case from a buyer says buyers must wait at least 7 days after the maximum estimated delivery date before they open a case.
Stage 4: The buyer’s deadline. Etsy’s buyer help page says the window to open a case closes 30 days from the order’s estimated delivery date.
Stage 5: Etsy reviews the case. A case agent reads the case log, checks your tracking and any photos, and makes a decision. Etsy may resolve the case for you, which can include refunding the buyer and recouping funds from your Payment account.
Here’s the deal:
Between the buyer’s first message and the case opening, you have at least 48 hours where the problem is still yours to fix. Most cases are won or lost in that window.
Three case types. Etsy’s buyer page lists three reasons a buyer can open a case: the item didn’t arrive, the item arrived damaged, or the item is not as described (a different color, design, or model than the listing showed).
Cases and chargebacks don’t mix. Etsy’s buyer page says that once a buyer files a chargeback with their bank, the seller can’t issue a refund on Etsy and the buyer can’t open a case. A chargeback follows its own process, which we cover in our guide to Etsy chargebacks and payment disputes.
The Purchase Protection Checklist
Etsy launched Purchase Protection in 2022 and, as TechCrunch reported at the time, committed $25 million to cover refunds in eligible cases. The rules changed for cases opened on or after May 7, 2026. Cases opened before that date follow the policy that applied when they were opened.
What the program covers
Etsy’s Purchase Protection for sellers page lists four covered situations:
- The item never arrives.
- The item arrives 7 or more days after the estimated delivery window.
- The item arrives damaged, for the first damage case in a calendar year.
- The buyer says the item is not as described, but the item matches its listing.
Under the current rules, Etsy covers up to $250 of the refund even when the order total is higher. You pay any amount above $250. That’s why Etsy recommends buying shipping insurance for orders over $250.
The eligibility conditions
An order qualifies only when all of these are true:
| Condition | What it means for you |
|---|---|
| Shipped within your processing time | Mark it shipped inside the window your listing promises |
| Valid tracking, or an Etsy shipping label | Every order needs a tracking number Etsy can read |
| Estimated delivery date shown on the listing | Set processing and transit times in your shipping profile |
| Item matches the listing photos and description | Your listing has to describe what you send |
| You meet Etsy’s customer service standards | Your shop’s history counts |
| You replied to the Help with order message within 48 hours | Answer the first request fast |
| Duties and import fees included upfront for US-bound orders | Applies when you ship into the US from abroad |
| Your shop is in good standing | No open policy violations |
Etsy may also check carrier scans, not only the date you marked the order shipped, to confirm on-time shipping.
What’s excluded
Etsy’s page lists the cases the program won’t cover:
- Orders that miss any eligibility condition. You refund those yourself.
- Items that don’t match the listing description.
- Losses where you have third-party insurance, or carrier or payment processor coverage.
- Shops not in good standing because of policy violations.
- Late or missing orders caused by the buyer refusing or delaying payment of duties or import charges on delivery.
One more point from Etsy’s terms: the program for sellers is not an insurance policy, and Etsy decides eligibility at its own discretion.
Disclaimer: Etsy’s coverage limits, fees, and case rules can change at any time. Check Etsy’s current Help Center pages before you rely on a specific amount or deadline. This article is general information, not legal or financial advice.
The Step-by-Step Method
Here’s how to handle a buyer problem from the first message to a closed case.
Step 1: Answer the Help with Order Request Within 48 Hours
What: Reply to every Help with order request inside 48 hours, even if the reply is only “I’m checking the tracking now.”
Why: The 48-hour reply is one of the Purchase Protection conditions. A late reply can cost you coverage on an order you shipped correctly.
How: Turn on notifications for the Etsy Seller app so requests reach your phone. If you’re away, set up auto-replies and saved replies. Our guide on how to use Etsy Messages to answer buyers and win sales covers both.
Example: A candle seller sees a “not delivered” request on a Saturday morning. She replies within an hour with the tracking link and a promise to check with the carrier on Monday. The 48-hour condition is met before the weekend ends.
Step 2: Check the Tracking and the Listing
What: Before you offer anything, look at the order’s tracking history and reread the listing.
Why: The case outcome depends on two facts: where the package went, and whether the item matched the listing.
How: Open the order in Shop Manager. Check the last tracking scan, the delivery address on the Etsy receipt, and the date you marked it shipped. Then reread the listing photos and description the buyer saw.
Example: Tracking shows “delivered” to the receipt address two days ago. That’s a different conversation from tracking that stopped at a sorting center a week ago.
Step 3: Offer a Fix Before the Case Opens
What: Propose a concrete fix in Messages: a replacement, a partial refund, or a full refund.
Why: If the buyer accepts, there’s no case at all. A case that never opens can’t count against your shop.
How: Match the fix to the problem. A package stuck in transit may only need a few more days and a carrier inquiry. A broken item usually needs a replacement or a refund. Before you refund, check what the order cost you so you know the size of the loss. Our article on how to cancel and refund Etsy orders without losing fees explains how refunds work in Shop Manager.
Example: A buyer reports a chipped mug. The seller offers a replacement or a full refund and asks for a photo of the damage for her records.
Step 4: If a Case Opens, Move Everything Into the Case Log
What: Once a case opens, put every reply and every piece of evidence in the case log.
Why: Etsy’s seller help page says you must keep all information about a case in the case log. The case agent reads the log, not your private Messages thread.
How: Sign in to Etsy.com and open Shop Manager. Go to Help, then Cases, then the “Cases reported about your shop” tab, and select the case ID. Write in the “Add Your Comment” box and use “Attach Image” for screenshots and photos.
Example: The seller pastes the tracking number, a screenshot of the carrier page, and a photo of the packed box into the log, with one short line explaining each.
Step 5: Respond Every Time Etsy Asks
What: Answer each request from Etsy in the case log within the timeframe it gives.
Why: Etsy’s Purchase Protection page tells sellers to respond to case log requests within the given timeframe. Its case page says that if Etsy reaches out for more information, you must respond.
How: Check the case daily until it closes. Keep replies short and factual: what you shipped, when, how, and what the buyer was offered.
Example: A case agent asks for proof of the shipping address. The seller uploads a screenshot of the Etsy receipt next to the label within the same day.
Step 6: Let the Case Close
What: Know what closes a case so you don’t take extra steps by mistake.
Why: Etsy’s case page says cases usually close on their own once the issue is resolved.
How: A case closes when you issue a full refund through Etsy Payments, when the buyer closes it because they’re satisfied, or when the non-delivery conditions are met. For a non-delivery case, Etsy says the case may close automatically if tracking shows delivery to the address on the receipt. For a Purchase Protection order, Etsy issues the refund and you don’t need to.
Example: Etsy decides a non-delivery case under Purchase Protection. The buyer receives a full refund, the seller keeps her earnings, and the case closes.
Step 7: Ask for a Review If the Outcome Looks Wrong
What: Challenge a decision through the case log or Etsy support.
Why: A case agent can misread evidence. Etsy gives sellers a route to clarify.
How: Etsy’s case page says you can comment in the case log and ask the case agent to clarify their decision or your next steps. After a case closes, you may be able to request a review. For “Item different than described” and “Item arrived damaged” cases, you can contact Etsy support if you disagree with the result.
Example: The seller’s photos show the exact shade of blue from the listing, but the case was decided for the buyer. She asks the agent to compare the listing photos with the buyer’s photo and explain the decision.
How to Handle Each Case Type
Each case type turns on a different piece of evidence. Here’s what to focus on.
Non-delivery cases
Tracking decides most non-delivery cases. Etsy’s seller page says you must show that you shipped the item to the address on the Etsy receipt, or to an address the buyer agreed to in Messages.
What to provide:
- The tracking number, entered on the order when you marked it shipped.
- A screenshot of the latest carrier scan.
- The receipt address, if the buyer later asked you to ship somewhere else.
If you ship without tracking, you lose the main proof Etsy uses. Buying labels through Etsy also meets the tracking condition, as our guide to Etsy shipping labels explains. For orders leaving the country, read our guide to Etsy international shipping, customs, and duties, since a buyer refusing import charges can take an order out of Purchase Protection.
Damaged-in-transit cases
Etsy’s program covers only the first damage case per calendar year. After that, damaged-item refunds come out of your earnings.
That rule makes packing your cheapest protection. Photograph each fragile order before you seal the box. Keep the photos for at least the 30-day case window. If damage reports repeat, change your packing materials or box size, and update postage in your Etsy shipping profiles.
In the case log, acknowledge the buyer’s problem first. Etsy’s seller page recommends showing the buyer you hear them and focusing on making it right.
Not-as-described cases
These cases come down to one question: does the item match the listing photos and description?
If it does, Purchase Protection can cover the refund. If Etsy finds it doesn’t, the buyer’s help page says the seller must refund the item cost, the original postage, and the return postage cost.
Your best defense is the listing itself. State dimensions, materials, and color notes in the first lines of the description. Show the item next to a common object for scale. Our guides on writing Etsy product descriptions that sell and photographing products for Etsy walk through both.
A buyer who simply changed their mind about an item that matches its listing is a returns question, not a not-as-described case. Your Etsy return policy sets the terms for that.
Common Mistakes That Lose Cases
These are the errors that turn a winnable case into a refund from your own pocket.
1. Replying late to the first request. The 48-hour condition applies to the Help with order message. A slow first reply can remove Purchase Protection from an order you handled correctly in every other way.
2. Marking orders shipped before they move. Etsy may compare the date you marked an order shipped with carrier scans. Mark it shipped when the package is handed over or scanned.
3. Shipping without tracking. Without valid tracking or an Etsy label, the order doesn’t qualify for Purchase Protection, and you have little to show a case agent.
4. Arguing in Messages after the case opens. Etsy says everything about a case belongs in the case log. Evidence left in a Messages thread may never reach the agent.
5. Listing photos that flatter the item. Heavy filters and missing dimensions make a not-as-described claim easier to win for the buyer, and the program excludes items that don’t match the listing.
6. Counting on Etsy above $250. Coverage stops at $250 per case. For a $600 order, you could owe $350 even when everything else goes right. Price in shipping insurance on high-value orders, as Etsy recommends.
7. Ignoring your shop’s standing. Shops not in good standing are excluded. An open policy issue can remove protection from every order at once. Our guide on how to survive an Etsy shop suspension covers what good standing involves.
Tools and Resources
You don’t need paid software to handle cases well. These are the tools that matter.
- Etsy Shop Manager (free): Where you see Help with order requests, open the Cases tab, refund orders, and update tracking.
- Etsy Seller app (free): Push notifications help you meet the 48-hour reply condition when you’re away from a computer.
- Etsy shipping labels (pay per label): Buying labels in Shop Manager adds tracking to the order automatically. Compare options in our roundup of the best shipping software tools for Etsy sellers.
- Shipping insurance (paid, varies by carrier): Covers order value above Etsy’s $250 limit. Keep in mind that Etsy’s program excludes losses already covered by third-party insurance, so the two don’t stack.
- A packing photo folder (free): A dated photo of each fragile order before it ships gives you evidence for damage cases.
- Etsy Payments dashboard (free): Shows when Etsy recoups a refund from your balance. Our guide to how Etsy Payments deposits work explains the schedule and holds.
A Worked Example
Here’s a hypothetical shop to show how the rules play out. The shop and numbers are made up for illustration.
The shop: A ceramics seller ships about 60 orders a month. Average order: $45. She buys Etsy labels for every order, and her listings show an estimated delivery date.
Problem 1: A missing mug. In March, a buyer sends a Help with order request saying a $38 mug hasn’t arrived. The seller replies within three hours with the tracking link. The tracking shows the package stuck at a regional facility. The buyer waits the required 7 days past the maximum estimated delivery date and opens a case. The seller adds the tracking screenshot to the case log. Because she shipped on time, used an Etsy label, and replied within 48 hours, Etsy refunds the buyer and covers the $38.
Problem 2: A cracked bowl. In April, a $52 bowl arrives cracked. This is her first damage case of the year, and she meets every condition. Etsy covers the refund.
Problem 3: A second damaged order. In June, a $64 vase arrives broken. It’s her second damage case of the calendar year, so Purchase Protection doesn’t cover it. She refunds the buyer herself and switches to double-boxing for vases.
Problem 4: A $410 commission. In October, a large custom planter worth $410 goes missing. Etsy covers up to $250. She’d owe the remaining $160, so she adds carrier insurance to every order over $250 from then on.
The result: Of four problem orders worth $564, Etsy covered $340 ($38 + $52 + $250). The seller paid $224 ($64 + $160). Two process changes, double-boxing and insurance on large orders, cut her exposure for the rest of the year.
Purchase Protection paid for most of this seller’s losses because she answered fast, shipped with tracking, and kept her evidence in the case log.
Frequently Asked Questions
How long does a buyer have to open an Etsy case?
Etsy’s buyer help page says the window to open a case closes 30 days from the order’s estimated delivery date. The buyer must also wait until the estimated delivery date has passed and 48 hours have passed since sending a Help with order request.
How long do I have to reply to a Help with order request?
Reply within 48 hours. Replying to the buyer’s Help with order message within 48 hours is one of the conditions for Etsy’s Purchase Protection for sellers, and the buyer can open a case once those 48 hours pass without a fix.
How much does Etsy Purchase Protection cover?
For cases opened on or after May 7, 2026, Etsy covers up to $250 of a refund on an eligible order, even if the order total is higher. The seller pays any amount above $250.
Does Purchase Protection cover every damaged item?
No. Etsy’s program covers the first damage case per calendar year for an eligible shop. Later damage cases in the same year are refunded by the seller.
Do I have to refund the buyer myself if Etsy covers the case?
No. For orders eligible for Purchase Protection, Etsy’s seller help page says the buyer receives a full refund and you won’t need to issue it yourself.
Where do I find an open case in Shop Manager?
Open Shop Manager, go to Help, then Cases, and select the “Cases reported about your shop” tab. Choose the case ID to read it, add comments, and attach images.
Can I talk to the buyer in Messages during a case?
Etsy says you must keep all information about a case in the case log. Put your replies, tracking details, and photos there so the case agent can see them.
Does an Etsy case count against my shop?
Etsy’s seller help page says not all cases count against you or reflect negatively on your shop, as long as you meet Etsy’s customer service standard. Resolving the problem before a case opens is the safest route.
What happens if a not-as-described case goes against me?
If Etsy finds the item doesn’t match its listing, Etsy’s buyer help page says the seller must refund the item cost, the original postage, and the return postage. Etsy may issue the refund on your behalf and recoup the funds from your Payment account.
Can I appeal an Etsy case decision?
Etsy’s seller page says you can ask the case agent in the case log to clarify their decision. After a case closes, you may be able to request a review, and for not-as-described or damaged cases you can contact Etsy support if you disagree.
Can a buyer open a case and a chargeback on the same order?
Etsy’s buyer help page says that once a buyer files a chargeback, the seller can’t issue a refund on Etsy and the buyer can’t open a case. The dispute then goes through the bank’s chargeback process instead.
Do I still need shipping insurance with Purchase Protection?
For orders over $250, Etsy recommends shipping insurance to protect the full value. Etsy’s program excludes losses covered by third-party insurance or carrier coverage, so insurance mainly protects the amount above Etsy’s limit.
Key Takeaways
- Reply to every Help with order request within 48 hours, since that reply is a Purchase Protection condition.
- Ship within your processing time, with valid tracking or an Etsy label, on every order.
- Keep every reply and piece of evidence in the case log once a case opens.
- Etsy covers up to $250 per eligible case, and you pay anything above that.
- Only the first damage case per calendar year is covered, so packing matters.
- Not-as-described cases are won by accurate listing photos and descriptions.
- Ask the case agent to clarify, or request a review, when a decision looks wrong.
The Bottom Line
Most Etsy cases are decided by what you do before Etsy ever sees them. Answer fast, ship with tracking, describe your items accurately, and most problem orders end with Etsy covering the refund instead of you.
Start today: open Shop Manager, check that every listing shows an estimated delivery date, and turn on Seller app notifications for buyer requests. Then Calculate what a refund would cost you per order so you know which orders need insurance.
Related Articles
- Etsy Chargebacks and Payment Disputes: A Seller’s Guide: what to do when a buyer goes to their bank instead of opening a case
- How to Cancel and Refund Etsy Orders Without Losing Fees: refund mechanics and what happens to your fees
- Etsy Star Seller Program: What It Actually Rewards: the response, shipping, and review standards behind the badge
About This Research
Chloe Cruz writes Marketplace Hackers’ guides on Etsy fees, SEO, and store growth, and has spent four years writing about eCommerce.
This article is based on Etsy’s Help Center pages on opening and resolving cases and on Purchase Protection for sellers, plus TechCrunch’s 2022 report on the program’s launch, checked in November 2026. The worked example is a hypothetical shop used to show the math, not a real seller.
Content reviewed and updated: 2026-11-02
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