Etsy is an amazing marketplace with so many talented sellers. However, there are times where things don’t go as smoothly as they could. It’s important to understand that you are dealing directly with another person when you deal with Etsy.
There is no third-party seller that you can give feedback to with this site, which means things aren’t always perfect. There may be times where you place an order on Etsy and it doesn’t ship or it simply doesn’t arrive.
Unfortunately, these things happen more than we would like them to but there are things you can do if your Etsy order never shipped.
Read on to learn about your different options in this situation and how you can get your money back if necessary.
Check Your Order Status
First and foremost, check your order status. Did the seller mark the item as shipped? If they didn’t mark it as shipped and the shipping date has passed, you might have to go through Etsy’s dispute resolution process.
If the item is marked as shipped, you can use a tracking app to determine if it was delivered or not. If it was delivered, check with the neighbours to see if they have it and let them know you’re waiting for it to be delivered. If it isn’t delivered, you can dispute the order.
Unmarking the item as shipped is sometimes a sign that the seller doesn’t intend to refund you.
If you’re waiting for a shipping notification and the seller has marked the item as shipped, see if they’ve provided you with an update as to when you can expect to receive the order. If you don’t receive any updates from the seller, go ahead and mark the item as “not as described” so it will get pulled into the dispute process.
Escalate the Issue with the Seller
If you’ve tried contacting the seller and you’re not getting any response, it might be best to escalate the issue with them. You can do this by going to their profile and clicking “Contact shop owner” to escalate the issue with the seller.
Calmly explain the situation to them, with as much detail as you can provide. If you had an expectation as to when the order would arrive, let them know as there could be a simple explanation
You might not have any luck with this method, but it may be best to move on to the next option if you’ve tried multiple times with little to no response.
Resolve the Dispute Through Etsy’s Resolution Centre
If you’ve tried everything and you’re simply waiting for your order without receiving any update from the seller, you can escalate the issue by going to the “Dispute” section under the “Order” section on your Etsy account.
Follow the instructions on your screen to open a dispute and let the seller know you’re waiting for either a refund or the order to be delivered. Etsy will proceed through an investigation process, so they will contact the seller and provide them with a chance to respond to the dispute you opened. The seller will have a deadline to respond and if they don’t provide any feedback,
Etsy will close the dispute in your favour. You will then be refunded for that purchase. If the seller does respond and provides you with an update or reason as to why the order hasn’t been shipped, the dispute will be closed in favour of the seller.
You’re allowed to open one dispute per order and you’re only allowed to open one dispute every 30 days. If you open more than one dispute or you open a dispute more than once for the same order, your account may be suspended.
Request a Refund From Etsy
If you’ve tried everything and the dispute has been closed in favour of the seller, you can request a refund from Etsy.
Unfortunately, you’re only eligible for a partial refund due to the fact that Etsy has to keep a fee. If you’re eligible for a refund, you should see a notification when you log into your account. You’ll have 30 days to respond to the notification to claim your refund.
If you miss the 30-day mark, your request for a refund will be denied. Etsy will only issue refunds for orders that have been partially or completely not received. If your item has been marked as delivered, but you don’t have it and you don’t think it was delivered to the correct address, you won’t be eligible for a refund.
You’re only eligible for a partial refund if your item was delivered and you refused it. Etsy will only refund you for the amount that you paid for the item. If you paid for expedited shipping, you won’t be refunded for that portion.
When buying from Etsy, it’s important to remember that you are dealing with a seller directly. There is no customer service department where you can take your order concerns.
With that said, it is important that you do your due diligence before purchasing an item. Make sure you read the seller’s feedback and reviews and understand the estimated delivery date.
If you feel like you’re experiencing an issue with your Etsy order, try to reach out to the seller first. If you’re not getting any response, follow the steps above to get your issue resolved.