How to Request a Refund on Etsy: An Step-By-Step Guide

how to request a refund on etsy

Omar Founder of OJ Digital Solutions

Table of Contents

If you have ever been unhappy with a purchase you made on Etsy, you may have wondered how to request a refund.

Maybe the item you received was not as described, or maybe it arrived damaged. Whatever the reason, requesting a refund on Etsy is quite simple.

In this step-by-step guide, I will outline the steps you need to do to get your money back.

Remember that there are some situations in which refunds cannot be granted, so be sure to read the entire post before submitting a request.

Keep reading to learn more about how to request a refund on Etsy.

What Are the Rules When It Comes to Etsy Refunds?

Etsy has a clear and concise refund policy outlined on its website.

Unless expressly stated in their return policy on their listing, Etsy sellers are not obligated to accept returns, exchange items, or offer a refund.

This means that it is entirely up to the seller whether or not they want to offer a refund, so be sure to check their policy before making a purchase.

How Do Refunds Work?

how to request a refund on etsy

A refund is a credit applied to your original payment method. If you paid for an item with a credit card, the refund is issued to that credit card.

Refunds are issued for a number of reasons, but the most common reason is that an item was not received by the buyer.

Other reasons for refunds may include items that were damaged during shipping or items that were not as described in the listing.

Sometimes, a seller may offer a partial refund instead of a full refund. This is usually because the buyer may have gotten some use out of the item before realizing it was not what they expected.

How to Request a Refund on Etsy

You can request a refund online, subject to the seller’s policy. Here’s how to go about it:

Step 1: Log into your Etsy profile from your desktop or Etsy app.

Step 2: Select Your Account.

Step 3: Click on Reviews and Purchases.

Step 4: Next to the order you would like to have refunded, click Help with Order.

Step 5: Choose “Message Seller.”

Step 6: Enter the message stating that you want a refund in the appropriate field.

Step 7: Click Enter or the arrow icon to send the request.

Your request for a refund will now be communicated to the sellers. The only thing left to do is wait to hear from your seller regarding your refund.

Requesting a Refund via Email

Traditional email cannot be used to request a refund from Etsy. You can send an email using the business’s online form. Here’s how to do that if you prefer this method:

Step 1: Log into your Etsy profile.

Step 2: Visit the Contact page.

Step 3: From the drop-down menu, select the type of request.

Step 4: See if the pop-up contains anything you can use.

Step 5: Select Contact Us by Email.

Step 6: Select a subject from the drop-down menu.

Step 7: Complete the Message and Subject windows.

Step 8: Select Get in Touch.

How to Open a Case on Etsy

Contacting the seller directly is the best place to start if you have a problem with an Etsy order and want to get a refund or return it.

You can open a case on Etsy if you try to contact the seller and they do not get back to you, or if you can’t work out the problem with them directly.

Opening a case informs the seller that a problem needs fixing. The seller has three days after you file a claim to address your grievance.

For an official Etsy moderator to intervene, you can escalate the case if three days have passed and the issue is still unresolved. Etsy’s decision is final, so both you and the seller must observe it.

You need an Etsy account to file a case. Create an Etsy account if you bought the item as a guest, and then you can claim the order.

Follow these steps to open a case on Etsy:

Step 1: Log into your Etsy account at

Step 2: Select the “You” account icon in the top-right corner.

Step 3: Select “Purchases and Reviews” from the drop-down menu.

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Step 4: Look up the appropriate order you want to open a case for. Select “Help with Order.”

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Step 5: Pick “Open a Case.

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Step 6: Select “Yes, I want to open a case.”

Step 7: After choosing your justification for filing a case, click “Next.”

Step 8: Give evidence to support your claims, then click “Submit.” It is then delivered to the vendor.

Escalating a Case on Etsy

Before you can escalate a case, it must have been open for three days. Follow these steps to escalate a case:

Step 1: Log into your Etsy account at

Step 2: Select “Purchases and Reviews” by clicking your account icon in the top-right corner.

Step 3: Look up the order you have a problem with. Click on “View Case.

Step 4: After deciding which case to escalate, click “Escalate.

The case will be submitted for review to an Etsy moderator. There is no assurance as to when Etsy will respond, but they claim that they attempt to resolve every case within a matter of weeks.

How to Issue a Refund on Etsy

Giving your customers a full or partial refund is simple with Etsy. You can quickly issue your refund to the customer with just a few clicks.

The best part is that Etsy’s automated system will take the money directly from your Etsy balance and send it to the buyer.

You won’t need to deal with money management because Etsy will transfer the Etsy payments to the buyer.

Follow these steps to issue a refund on Etsy:

Step 1: Click “Shop Manager” under Your Account on

Step 2:Orders & Shipping” is found in your Shop Manager.

Step 3: Locate the order that needs a refund, then click the “” icon next to it.

Step 4: Select the option to issue a refund.

Step 5: After choosing, you are prompted to give the buyer a reason for the refund and an optional message.

Step 6: When entering a specific refund amount next to the product, you can either issue a partial or full refund.

Step 7: Review the Etsy refund request on Review Refund and click “Submit.”

Should I Accept Refunds To My Etsy Shop?

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The answer to this question is entirely up to you. You’ll want to consider offering refunds in your shop policies if you sell high-priced items or if you sell items considered as investments.

Offering refunds may also attract more buyers to your shop because they know they can return an item if they are unhappy with it.

However, offering refunds may also mean you have to deal with more returns and exchanges, which can be time-consuming.

If you decide to offer refunds in your shop, clearly state this in your shop policies so that buyers know your policy before making a purchase.

You may also consider adding a note to each listing that says “Returns accepted.” This will let buyers know they can return an item if they are unsatisfied with it.

When Can I Issue a Refund On Etsy?

If you pay through Etsy Payments, you can issue a refund 180 days after the payment has been processed. You cannot cancel an order through Etsy Payments after 180 days have elapsed.

If your store enables refunds after 180 days, you can pay the customer back using a method other than Etsy, like PayPal.

Etsy will not be able to reimburse your Etsy seller fees if you issue this kind of refund.

Frequently Asked Questions (FAQs)

Can You Get Your Money Back on Etsy?

Yes, you can get a refund on Etsy, but you have to request it within the allowed time frame, and the Etsy shop owner has to agree to give you a refund.

If they don’t agree to give you a refund, then you can open up a case with Etsy’s customer support and they will mediate the situation.

Each Etsy seller has their own refund policy, so check that before you purchase anything.

How Long Does Etsy Take to Review a Case?

Open cases may receive a response from Etsy after up to a week. This only occurs after the Case has been escalated to Etsy, and it becomes possible only after three days have passed without activity.

Etsy will only intervene as a last resort because it prefers that sellers and buyers settle disputes amicably. Make sure to provide as much information and proof as you can. This will be useful if Etsy is required to intervene to resolve the issue.

Does Etsy Refund the Seller Fee?

Yes, Etsy refunds the seller fee. The transaction and processing fees you incur on Etsy will be automatically refunded to your Payment account when you refund a buyer transaction.

This happens when you refund a buyer through your Shop Manager.

The listing fees will be automatically credited to your account for cases where you also cancelled the transaction.

Do Etsy Sellers Have to Give Refunds?

Etsy sellers don’t have to give refunds, but they may want to consider offering them in their shop policies. However, offering refunds may work in favor of the seller.

By letting customers return items if they are unhappy with them, a seller may be able to draw in more customers to their store.

If you choose to provide refunds in your store, clarify your shop policies so that customers are aware of your position before making a purchase.

The Bottom Line

I hope this article helped guide you on how to request a refund on Etsy.

You can get a refund on Etsy, but you need to request it within the allowed time frame, and the Etsy shop owner needs to agree to give you a refund.

If they don’t agree to provide you with a refund, then you can open up a case with the Etsy support team. Each seller has their refund policy, so check that before purchasing anything, or contact Etsy support if you’re unsure.

While Etsy sellers don’t have to give refunds, by offering them in their shop policies, they may be able to draw in more customers.

You can also learn about how to request a refund on Amazon.

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