If you want to refund the entire transaction, click the box by Issue a full refund. You will know how to get a refund on Etsy by following the steps given below: If you purchased an item as a guest, you must first create an Etsy account before filing a case. Theyre the ones who will set the refund policy for their own shops. How to deal with a refund - Welcome to the Etsy Community Explain the situation, and why you want a refund. Yes, I have that also, a photo of yarn and knitting needles stating the same and also as a 2nd photo. Does Etsy refund through Paypal? Etsy's official website or open the app and log in to your account click the Account icon on the top-right corner of the screen and Purchases and reviews . Once you open the contact page, you will find a drop-down menu with various options. Damaged goods probably cant be refundedMost sellers will expect items to be returned to them before the refund is issued, and if the item is damaged they probably wont refund it. The buyer has peace of mind knowing they can get a refund if they dont like the product. Solved: How to get a refund when etsy is withholding funds. If you dont see the option to open a case, you might instead see information that it istoo early, too late, or a message needs to be sent to the seller. To refund an order: On Etsy.com, open Shop Manager. I have been selling on Etsy for the past 7 years. ago. As an Etsy Seller you may not want to offer a return policy. She loves a good glazed donut and nerdy deep dives into the science of food and how it's made. I can see accidentally clicking on it whether you knew what you were doing or not. Check out our growing collection of Web Stories! For qualifying orders, you'll receive a refund for any item that doesn't arrive, arrives damaged, or doesn't match the item description or photos. If they have a website that has a customer service phone number you can use that, but Etsy has rules about not taking conversations off of the Etsy messaging system. I think buyers are more prone to looking at pictures than reading descriptions. A refund is a credit a seller issues to the buyer for sending damaged items. 8GB vs 16GB RAM: Full Comparison & Winner! Click help with order next to the order youre not happy with to get assistance. So you wont have to go through the hassle of visiting the forum and doing all those things. Remember, if a seller is being unreasonable you have the ability to: 1. How To Start An Etsy Shop As A Teenager in 2023, How To Add Etsy Link To Instagram Bio [2023 Guide]. 8. But according to the platform, its customer service resolves every case in just a few weeks. You will get a call within 30 Minutes to one hour. As someone who doesn't have anything that I could use to make these products after I downloaded them, I think I would be confused as well. How To Get A Refund On Etsy | A Step-By-Step Guide You can get refunds on Etsy if the seller offers it in their stores policy or agrees to issue it. To request a callback from Etsy support, youll need to go to Etsy.com and find their support page. If the option isn't there, you should look . The seller has three days to respond. We and our partners share information on your use of this website to help improve your experience. If you do get bad feedback, just reply as you did here, that it was stated in the title and 4 other places in the description, and that it had been downloaded. Lisa Lividoti I would add instant digital download to your title, the very top of your description and your images. You can only open a case on Etsy for undelivered orders, defective items, or items that don't match the item's description and photos. The decision solely depends on the seller. Follow the below steps to contact Etsy for a refund and open a case: Open the Etsy app or visit its website on the browser. The Best Etsy Course In 2022 How To Increase Sales On Etsy [30 Unique Tips!] If you're a buyer, click Buying on Etsy. Happy Selling! Choose the option that is most relevant to you. The seller must respond within 3 days. Depending on the seller's policy, you can request a refund online. I dont know if the packages have been opened or not, so I have to address everything on a case-by-case basis. If she really had made that mistake, why download it? Sign in toEtsy.comand go toYour account. Where can I find the best FREE tools to research keywords and tags for my shop? It may take 30 days after the refund is approved, to appear on your Paypal account. The process is easy; you can do it with just a few taps. However, if you take the steps mentioned above, it will be a fairly easy process. If the item IS what was ordered, though, Etsy probably wont refund it. If this happens to you, you can file a claim through Etsys Purchase Protection, which you can access after youve messaged the seller. Requesting a call, emailing, or starting an online chat are all options if you want to contact Etsy Support. Find the relevant order associated with your issue. Some of the links in this article are affiliate links that will pay a small commission if theyre used to buy something. I pointed out the various areas of the listing where digital is clearly stated as well as the shops refund policy. Select your request type from the drop-down menu. How to Return or Exchange an Item on Etsy - Etsy Help @media(min-width:0px){#div-gpt-ad-sellerstable_com-banner-1-0-asloaded{max-width:300px!important;max-height:250px!important}}if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[300,250],'sellerstable_com-banner-1','ezslot_2',126,'0','0'])};__ez_fad_position('div-gpt-ad-sellerstable_com-banner-1-0');Follow the prompt below to turn on and off your shop policies regarding accepting returns and exchanges. @media(min-width:0px){#div-gpt-ad-sellerstable_com-box-4-0-asloaded{max-width:300px!important;max-height:250px!important}}if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[300,250],'sellerstable_com-box-4','ezslot_1',125,'0','0'])};__ez_fad_position('div-gpt-ad-sellerstable_com-box-4-0');Emily of Etsy Shop HairOfTheFrog tells us its a personal choice, and luckily Etsy lets sellers make their own policies. Go to the Etsy Help Center. How to get a refund if the product is defective. However, if your shop offers refunds after this limit, you can issue the refund via other payment services, such as PayPal. So, if you made the purchase from a guest account, visit Etsys official website and create your account. However, it is the first words of the title and it stated 4 other times in the description. Etsy wants all sellers to make their refund and returns policy clear to all buyers. If you make a purchase using one of these links, I may receive compensation at no extra cost to you. If you also canceled the transaction, your listing fees are automatically credited to your account., You can check the status of your refunds by going to your Etsy account. 2023 Vox Media, LLC. I wrote an article about that here: Does Etsy Sell Fake Stuff? How to get a refund for something that was damaged in transit. It is a good reminder that different people use different terminology. Abigail Abesamis Demarest/Business Insider. On the Etsy app, tap the order youre interested in, then tapHelp with orderunder your order. The next step is to click on the Contact us by Email option. Please give me some guidance on the best way to handle this. Before you reach out, note that you'll need an Etsy account and be signed in to contact Etsy online. 1. lompkins 2 min. I have heard similar stories, and Etsy usually refunds the customer without it affecting the shop. Once theyre downloaded the customer has the product, so its not fair to expect a seller to refund those. This may be a human error or a machine error. I wish there was an obligatory drop down for purchasing where they have to click off a box saying that they understand that the listing is for a pattern, and not an actual product. Alternatively, the item may have been delivered to a different address than the one you provided during checkout. Etsy will contact the buyer with the payment so you dont have to manage the funds yourself. If you dont hear back from the seller for days, you can contact Etsy for a refund. Sellers can send you a return shipping label that you can print out and tape to the box that the original item came in. Every Etsy shop has its own return and refund policies, but Etsy tries to streamline this by giving sellers a template that they can use if theyd like to. Click on Message Seller. If you still find it difficult to ask for a refund, there are professional companies that offer their services to get your refunds. I usually look for the word download in the title. If Etsy sees that the seller has been ignoring you, theyll most likely refund for you. Generally accepted policy and the one I have in place is no refunds on digital goods. If you get something thats substantially different from what you ordered, based on the listing photos and description, you can contact the seller about that. If you do, I would not refund if they already downloaded it. Cases can be opened up to 100 days after your order's estimated delivery date has passed. Dont expect to be able to keep the thing and get a refund too, thats not reasonable either. THIS IS DOWNLOAD ONLY. How to Return an Item for Refund on Etsy (1 - 30 of 30 results) Price ($) Shipping All Sellers First Class Mail / Return Shipping / USA only / Re-Ship My Package/ Upgrade and Oder to Priority Shipping (3.9k) $4.00 FREE shipping Note: You cant open a case without an Etsy account. Find the order you want to request a refund and select Help with Order. How to handle refund requests for digital content and bad reviews? I say first photo because sometimes buyers don't scroll to the others. Lets look at some fairly common situations to see how a refund might be handled. The total item price is $4.99 so they were expecting a solid wood product to be shipped internationally for that price. To ask for a refund on Etsy, you'll need to contact the business that you bought it from. Check the listing photos, and if you have questions about the condition of an item, contact the seller before buying it. I'm guessing they removed all of those because people who bought the digital file were having difficulty getting it downloaded - it wasn't really hard then but now it is incredibly easy. But if you open your package and say what the heck is this, then when you go check the listing description its definitely not what was described, contact the seller right away. Tap on it to open a drop-down menu. This is now common practice for the vast majority of sellers. If you believe a seller hasnt shipped an item then I recommend taking the following steps:@media(min-width:0px){#div-gpt-ad-etsysimplicity_com-medrectangle-1-0-asloaded{max-width:300px!important;max-height:250px!important}}if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[300,250],'etsysimplicity_com-medrectangle-1','ezslot_4',131,'0','0'])};__ez_fad_position('div-gpt-ad-etsysimplicity_com-medrectangle-1-0');report this ad. Refunds that are requested for the reason of item not as described cover actual problems with the product itself, but things like buyers remorse arent included in this category! If the buyer already used the label, you can't cancel or refund it. Don't let the threat of bad feedback worry you. Out and Beyond is also a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means for us to earn fees by linking to Amazon.com and affiliated sites. I like how Emily turns her return policy into a positive sales tool. Learn more about us & read our affiliate disclosure. I also sell some digital files, not many but a few and all have the word "DIGITAL" in caps as the first word. You can get refunds for a number of reasons, even if the product differs from the sellers advertised photos or description. Buyer Policy - Our House Rules | Etsy Etsy is a platform that takes quality and seller promises very seriously. Keyword tracker for Etsy sellers: Keyword Tracker Planner, Get the printable version here: Keyword Tracker, Starting your own Etsy shop? For more information about how to handle those, click on these articles: How Order Tracking Works on Etsy (For Customers), and What Does Payment Processing Mean On Etsy? Sign in to Etsy if you haven't already. Once you understand the process, it should not be a problem at all. It clearly says Cutting file but some people are clueless. Buyers may also want a refund from Etsy if they receive inaccurate goods. To be honest I was a little thrown by laser cut file in the title and I buy downloads all the time. Provide details to support your case, then hit "Submit." I was so annoyed. How to Issue a Full or Partial Refund For an Order - Etsy Help To contact Etsy's customer service, select the Contact support button below and we can help you with account, shop, or purchasing issues. For international refunds, the Etsy refund time could be a month or so. 1. Don't refund. If a call doesnt answer your question, you might want to try Etsy chat. We reached out to some seasoned sellers to find out how they handle returns. How Etsy Tags Can Increase Traffic To Your Etsy Store Why You Might Want A Refund On Etsy Etsy is an e-Commerce platform that sells goods to consumers. I am curious how everyone would suggest handling a refund request for a digital content purchase where the content has been downloaded. Sometimes not even the title. Etsy is an e-commerce-based platform where people sell goods. Etsy is launching a purchase protection program for shoppers and sellers, the company announced today. Be sure to put as much information and evidence as you can on the case. Ive received a refund before on digital goods that I had downloaded. Etsy collected $1835.00 Etsy took $180 for fees, that's fine. I haven't shipped the product to the customer. If he does not respond within 3 days, then you can take the matter further. The phone call request usually gets a pretty fast response, so if the option is there you should expect Etsy to return your call fairly quickly. Typically, Etsy refunds should come into your account within 2 to 5 business days if it is local. For a full article on all the ways to contact Etsy, click here: How To Contact Etsy For Buyers And Sellers. For instances where you've reached out and don't hear back, or if you're unable to resolve the issue with them directly, you can file a case on Etsy. How to Issue a Refund on Etsy: Step by Step (Showing Both Full The one thing that I would advise is that Etsy email is extremely unreliable and slow, so try to avoid that if at all possible. How To Refund and Process Returns for Etsy Sellers Now, lets discuss how refunds work for the sellers. @media(min-width:0px){#div-gpt-ad-sellerstable_com-medrectangle-4-0-asloaded{max-width:300px!important;max-height:250px!important}}if(typeof ez_ad_units!='undefined'){ez_ad_units.push([[300,250],'sellerstable_com-medrectangle-4','ezslot_3',147,'0','0'])};__ez_fad_position('div-gpt-ad-sellerstable_com-medrectangle-4-0'); FACT: The shop owner sets their own shop policies for returns. We use cookies to personalise content and ads, to provide social media features and to analyse our traffic. Now, Etsy will ask for solid evidence that supports your justification. Join me as I discover ways to make money, save money, and explore different location-independent lifestyles. The package was delivered late and now qualifies for guaranteed money back. Three full days need to pass after opening a case before you can escalate it. If you select the email option, you will be brought to an online form. In this case I think I would approach it with something like, "I'm sorry your purchase did not meet your expectation. Look for the Purchases and reviews option from the menu and select it. Issuing a refund for the returned item (s) Providing Etsy with proof of shipping for a replacement item If you do have a problem with a transaction, it's best to contact the buyer directly via Etsy Messages. Etsy allows sellers to issue a partial or full refund to the customers. I bought a digital product which was completely different to what was advertised! When the buyers receive damaged goods, then a refund can be sought from Etsy. Can't find help - HOw to refund a purchase? - Etsy If three days pass and it's still not fixed, you can escalate the case to have an official Etsy moderator step in. Etsy prides itself on ensuring customers get a good experience, and they support sellers to set, and meet the highest standards. I agree with putting very clearly "Digital Download - no physical item will be shipped" in the first photo. Here are some options you can try: In most situations, Etsy Customer Support is super-responsive and helps customers as much as possible. To see the entire affiliate policy click here. The store doesnt oblige any seller to accept refunds or return requests, or exchange items. If the thing thats wrong is something like you not liking the color that you bought, thats not a flaw. They're the ones who will set the refund policy for their own shops. youll be surprised with how often that works. There's no guarantee of how long it'll take for Etsy to respond, but they say that they try to close all cases within a few weeks. This may be because the items do not meet their requirements, or they may be damaged goods. In that case, an Etsy moderator will intervene and review the case. Hi there. You can Escalate the refund case on Etsy if the seller doesnt respond to your request within three days of opening the case. Now that we know the choice to take returns is ours alone you must now make the choice: Should you accept returns to your shop? This is one where Etsy can't win as there used to be at least a few more steps to download. If you select the call option, type in your phone number and click Submit to request a call from Etsy Support. As a buyer, please check the sellers refund policy first before asking for a refund. The return shipping is on their dime and I dont refund the cost of the original shipping charge. Yes, there is no determined time for Etsys response for Escalate cases. If the buyer hasn't used the label yet, you can ask them to not use it. Etsy refunds the seller fee. The request for refund was rude and stated "why would you put an actual item in the photos if it was digital". contacted the seller and they dont respond in 48 hours. Keep in mind that slight variations in color are considered normal since computers display colors differently, and nobody can match colors exactly. How Long Does An Etsy Refund Take? - Artisan Shopper Leave it be. Etsy tells us that each seller is responsible for their own individual policies in regard to conflicts that may arise with the buyer. Whether the situation involves a non-delivery or a failure to match the description, let Etsy know. Hope you return and let us know how this resolved. How to Sell Art on Etsy | A Beginners Guide to Succeed In 2023, How to Sell Canva Templates on Etsy | A Beginners Guide to Succeed In 2023, How to Sell Coloring Pages on Etsy | A Beginners Guide to Succeed In 2023, How to Sell Digital Artwork on Etsy | A Beginners Guide to Succeed In 2023, How to Sell Digital Downloads on Etsy | A Beginners Guide to Succeed In 2023. If you want to refund the entire transaction, click the box by. Anyway I had to do a refund. You must use the same email account that you used to order your product, for opening a new Etsy account. I feel like I should also mention the last few refund requests have come from other countries. So there are procedures and steps that the buyer has to follow so that they can get their refund back. You can clearly write "Digital download" or "No physical item is shipped" but in my experience it doesn't matter as people do not read descriptions no matter how many times you describe what the item is you are selling. Can I cancel or refund a return label? Try to work it out with the seller first because most of us are willing to try to help with situations that we can help with. link to Get Your First 100 Sales in Etsy Fast: 6 Great Tips From A Seasoned Seller, link to Using eRank For The Etsy Seller: Finding Tags and Keywords that Bring Sales, Scroll down the page to returns +exchanges. Here are some things to consider when making your choice about your policies. She's a top Etsy seller with over 49,000 sales on Etsy and her own website, and helps other home-based business owners with their business goals and SEO. I certainly did! While you can request Etsy to give you a call, they cannot accept refund requests on the phone. The next step is to go to the Contact page on the website. As an Amazon affiliate, I earn from qualifying purchases. The company says it will put $25 million per year into the program to cover refunds and that its free for sellers to participate in the program. In general, most Etsy sellers prefer not to receive phone calls for a few reasons. Select the relevant topic from the drop-down menu. Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type. If you go this way, remember Etsy wont reimburse the seller fee. Refunds from Etsy can be full or partial depending on the terms and conditions. 2. Click Shop Manager. But there is still a way to get a phone call back if you need to speak to someone, it just isnt a direct line. Ideally Etsy wants sellers and buyers to resolve cases themselves, and will only get involved as a last resport. Maybe Digital pattern on the 1st photo. 3. Etsy is an e-Commerce platform that sells goods to consumers. Before putting your polices into place there are a few points you need to consider. However, as someone who also sells patterns, whether or not I would ever give a refund on a digital item depends entirely on individual circumstances and the buyers attitude. be sure to provide evidence if required (e.g. How To Get A Refund On Etsy [Personal Experience!] You can open a case 48 hours after messaging the seller. However, in some cases, you may not get a refund at all. To do this check out this article from Etsy on how to claim a guest order. Sometimes, goods are damaged in transit due to handling and transportation. I have found that when I include this message, I am more likely to see a sale. Great approach Emily. When you didnt receive the item and the seller is unable to demonstrate that it was shipped, you should file a non-delivery claim. I think part of the problem is that you appear to sell both physical and digital items in the same shop so perhaps that's where the confusion is occurring. Yet. I mentioned the shop policies, and its up to the customer to make sure they understand the conditions that each seller sets for refunds BEFORE buying from the shop. Etsy is a fantastic platform to buy on, with unique items available at a click of a button. Not everything is refundable, to sum it up, so contact the seller about it, but if you damaged or wore something, you might not be able to get a refund for it.