What to Do If an Etsy Seller Doesn’t Respond

When an Etsy seller becomes unresponsive after a purchase, it can be a frustrating experience for buyers. This article outlines the steps buyers can take to address a non-responsive seller, guiding them through Etsy’s established resolution processes to achieve a satisfactory outcome.

Initial Communication Attempts

Before escalating an issue, it is important to ensure all direct communication avenues with the seller have been thoroughly explored. Begin by checking the order status directly on Etsy for any shipping updates or delays. Review all message threads within Etsy’s platform and any associated email accounts, including spam or junk folders, for communications that might have bypassed Etsy’s internal messaging system.

After sending an initial message, it is reasonable to allow a seller approximately 48 to 72 business hours to respond before considering further action. When sending a follow-up message through Etsy’s platform, clearly and politely reiterate the concern, referencing the specific order number and any previous communication attempts. Maintaining a clear record of these interactions will be important if the situation requires further intervention.

Etsy’s Purchase Protection Program

Etsy offers a Purchase Protection Program to safeguard buyers when order issues arise. This program covers scenarios such as items not being received or items arriving significantly different from their description. To be eligible, the purchase must be made through Etsy Payments, and specific timeframes apply for opening a case after the estimated delivery date or purchase date.

A requirement for eligibility under this program is that buyers must first attempt to resolve the issue directly with the seller. This ensures buyers and sellers have an opportunity to resolve concerns privately before Etsy steps in. The program addresses situations where a non-responsive seller prevents resolution of non-delivery or item discrepancies.

Opening a Case with Etsy

If direct communication attempts with the seller prove unsuccessful and the issue remains unresolved, buyers can proceed to open a case with Etsy. To initiate this formal dispute process, navigate to the “Purchases and Reviews” section of your Etsy account. Locate the specific order and select the “Help with Order” option to begin.

You will be prompted to select the nature of your issue, such as “Item not arrived,” “Item not as described,” or “Seller not responding.” The platform guides you through providing necessary details, including the order number, the date the issue arose, and a summary of your communication attempts. Include any relevant evidence, such as screenshots of messages or photographs, before submitting the case.

Resolution and Next Steps

Once a case is opened, Etsy reviews the details and mediates between the buyer and seller. Etsy typically aims to resolve cases within seven days, though this timeline can vary based on issue complexity and party responsiveness. Potential outcomes include a full refund for the purchase price and original shipping costs, a partial refund, or a directive for the seller to ship the item.

Refunds are processed back to the original payment method, taking several business days to reflect in the buyer’s account. If a buyer is not satisfied with Etsy’s initial resolution, options to appeal the decision may exist, depending on circumstances and evidence. Finally, if a satisfactory resolution is not reached through Etsy’s process, buyers may explore initiating a credit card chargeback through their financial institution, though this should be a last resort.