Etsy guide · checked 14 October 2026
How to answer an Etsy "order not received" case
The buyer opened an Etsy case saying the order never arrived. This isn't a bank chargeback: Etsy decides it, using its own rules. To win, show that you shipped on time to the address on the Etsy receipt.
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
- Tracking showing delivery (or at least shipment) to the address on the Etsy receipt (key)
- Shipped within your stated processing time (key)
- Etsy shipping label or postage receipt
- Messages with the buyer, including your reply within 48 hours
- Packaging photos
Etsy's case rules say a seller who shows on-time shipment to the receipt address generally isn't responsible for carrier errors. Buy postage through Etsy where you can, because Etsy can see the tracking.
What your reply should say
The order was shipped within our processing time to the address on the Etsy receipt, as the tracking shows. Etsy's case rules don't hold sellers responsible for carrier delays after on-time shipment to that address. 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: Not as Described · 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.