Case

A case is what a dispute becomes when buyer and seller can’t resolve it themselves. Etsy steps in, reviews the evidence both sides have submitted, and rules on the outcome.

How Etsy decides

• Item not as described / not received / damaged → almost always sides with the buyer if there’s any plausible evidence. Tracking helps the seller; lack of tracking sinks them.
• Buyer’s remorse → applies your return policy. Clear policies win you cases here.
• Personalized items → if your description and policy explicitly exclude personalized returns, Etsy generally honors it.
• Late shipment / no shipment → buyer-favorable. Use vacation mode if you can’t ship.

What you submit

• Tracking information.
• Order photos (before shipment if you have them).
• Conversation transcripts that show your attempts to resolve.
• Reference to your stated return policy.

What it costs even if you win

• Time, plus the dispute open period drags on shop metrics.
• Buyer is likely to leave a 1- or 2-star review regardless of the case outcome.

Why prevention is everything

Star Seller tracks open cases as a quality indicator. A pattern of cases - even ones you win - slowly erodes your shop’s standing. The cost of preventing cases (clear policy, photos, tracking, fast messages) is a tiny fraction of the cost of losing one.