Dispute

A dispute is the first formal step a buyer takes when something’s gone wrong with an order. Etsy nudges the buyer to open a “Help with order” thread that’s tied to the order receipt and visible to both parties.

What happens during a dispute

• A conversation opens. You and the buyer can message back and forth, attach photos, and propose resolutions (refund, replacement, partial refund, return).
• The order is flagged. If you have several open disputes, your shop quality metrics start to slip.
• You have 7 days to resolve before the buyer can escalate to a case.

How to handle one

1. Respond fast. Within 24 hours minimum. Slow responses look bad to Etsy and to the buyer.
2. Acknowledge the problem before defending. Even if the buyer’s wrong, “I’m sorry that wasn’t your experience” is the right opener.
3. Propose a concrete fix. Refund amount, replacement item, return + refund. Don’t leave the next move to the buyer.
4. Document. If the issue is a damaged shipment, ask for photos. They become evidence if it goes to a case.

What disputes look like in practice

Most disputes resolve at this stage with a partial or full refund. The cost of resolving is almost always lower than the cost of letting it become a case (where Etsy may rule against you and dock your shop quality).

Avoiding disputes upstream

• Clear shipping ETAs.
• Tracking on every shipment.
• Photos that match what arrives.
• A return policy that covers the obvious questions.