Etsy guide · checked 14 October 2026
How to answer an Etsy "not as described" case
The buyer opened an Etsy case saying the item is significantly different from the listing. This isn't a bank chargeback: Etsy decides it, using its own rules. To win, show that the item matches the listing description and photos, and that 'not what I expected' isn't 'significantly different'.
Your deadline
The buyer must message you first and wait 48 hours before opening a case. Once a case is open, answer it quickly (Etsy now expects a reply within 48 hours) or Etsy may decide for the buyer.
Evidence that wins it
- Listing description and photos as they were when ordered (key)
- Photos of the actual item before shipping (key)
- Messages approving any personalisation or custom details
- Messages offering a fix, return or exchange (key)
- Your shop's return and exchange policy
Etsy's rules exclude items that are 'significantly similar' to the listing, and items used or altered after receipt. Quote the listing wording the buyer agreed to.
What your reply should say
The item matches the listing description and photos, including any custom details the buyer approved in Messages. Under Etsy's case rules, an accurately described item that doesn't meet personal expectations is not eligible. Then list each piece of proof as a numbered exhibit, so whoever reviews the case can match your words to your files.
Where to send it
Shop Manager → Orders → the order → the case link (or the email from Etsy). Reply with the letter and attach tracking and photos.
Other marketplace cases: PayPal: Item Not Received · PayPal: Significantly Not as Described · eBay: Item Not Received · eBay: Doesn't Match Listing · Etsy: Order Not Received · Amazon A-to-z: Not Received · Amazon A-to-z: Not as Described or Return Issue · All marketplace disputes
Platform rules change. Check the deadline shown on your own case before you rely on these dates.