Had an issue with

Etsy

? Get a real response.

To submit a complaint with Etsy, follow these steps:

1. Contact the Seller First
   
   
   • Go to your Etsy account → Purchases
   • Click “Help with order” next to the item
     
     
   • Message the seller explaining the issue (e.g. item not received, not as described)

Etsy requires you to give the seller 48 hours to respond before escalating.

1. Open a Case
   
   
   • If no resolution after 48 hours, open a case via Your Order → Open a Case
     
     
   • This notifies Etsy to step in and investigate the issue
     
     
2. Contact Etsy Support
   
   
   • Use the Etsy Help Center
     
     
   • Select Contact Support, sign in, and follow prompts
     
     
   • You may be offered live chat, email, or callback (depending on your issue)
     
     
3. Use the Etsy App
   
   
   • Go to Purchases → Help with order
     
     
   • From there, message the seller or open a case just like on desktop
     
     
4. Social Media (Last Resort)
   
   
   • Etsy support may respond to messages on X (@EtsyHelp) or Facebook, but will redirect you to the Help Center
     
     

📌 Tip: Always use Etsy’s internal systems (messages, cases). This ensures everything is logged and reviewed properly by Etsy Support.

Once your complaint is logged, Etsy’s resolution system kicks in:

• Case Review Team reviews messages and order details
  
  
• They may ask for evidence: photos of damage, proof of non-delivery, etc.
  
  
• You’ll get updates via email and in the case log within your Etsy account
  
  

Etsy Purchase Protection covers:

• Non-delivery
  
  
• Items that arrive damaged
  
  
• Items not as described
  
  

✅ Refunds are usually issued within a few days to a week for qualifying orders under $500 USD (~$750 AUD). Sometimes Etsy refunds you out of their own funds, even if the seller did everything right.

If you’re contacting Etsy Support outside of a case (e.g. account issues), support agents respond by email, chat, or callback.

🕐 Timeframe: Most purchase protection cases are resolved in 1–3 business days once all info is provided. Some take longer depending on complexity.

These are the most frequent Etsy complaints from Australian customers:

• Items not received: Delays, lost parcels, or no tracking updates – especially for international orders
  
  
• Products not as described: Knockoffs, poor quality, or misrepresented listings
  
  
• High shipping fees: Shipping often costs more than the item, with surprise GST or currency conversions
  
  
• Customer service challenges: Hard to reach support, canned responses, or long wait times
  
  
• Scams and fake sellers: Shops that vanish or send nothing, especially digital file sellers
  
  
• Account issues: Suspended accounts with no clear reason or slow reinstatement
  
  
• Refund/return problems: Sellers refusing returns, unclear refund processes, or slow processing
  
  
• Overwhelming automated comms: Confusing emails or support loops when navigating the Help Center
  

🎯 Tip: Always check seller ratings, location, and refund policies. Keep all communication within Etsy for a clean paper trail.