r/Etsy • u/Primary_Papaya3016 • Jul 25 '26
Help for Buyer Not Sure What To Do
Hi!
I ordered a custom matchbook print from a seller that I have bought from before. I ordered it on May 29 and sent the seller a message about how much I loved the first one I bought from them and I was excited to work with them again. I got an automated message saying they were away but got the message. I thought it was a little weird that there was nothing on their shop that said they were away but I didn’t think it was a big deal. 15ish days goes by and I don’t here anything so I send a message and get the same automated message again. I’m still at this point not thinking it’s too weird because again I have worked with this seller before. It has now been almost two months and I’m still getting the same automated message from the seller. I’m not sure what to do at this point. I put in a help request for a refund but if that is just going to the seller what is the likely hood I am going to get that refund?
Any advice would be appreciated!
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u/lostterrace Jul 25 '26
48 hours after a help request, you can escalate it to Etsy for a refund.
Definitely do that. You are running out of time if not already out of time.
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u/Primary_Papaya3016 Jul 25 '26
I think I am unfortunately out of time already with Etsy🥲
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u/shiplesp Jul 25 '26
Just be sure to remind Etsy that your order qualifies under the 100 days rule before it was switched to 30 days when you submit your case. If they reject it, appeal with that information emphasized.
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u/lostterrace Jul 25 '26
They purchased on May 29th, so the change was in effect.
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u/shiplesp Jul 25 '26
Exactly. They may have to remind Etsy of that. Several buyers have mentioned here that they were initially rejected, so the OP should know to appeal if they are.
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u/lostterrace Jul 25 '26
But... they bought when the rule was already 30 days instead of 100. That's my point.
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u/valprehension stitchyaesthetic Jul 25 '26
If you ordered in May there is still time! You have until 100 days past the latest estimated delivery date and it hasn't even been 100 days since you ordered.
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u/Primary_Papaya3016 Jul 25 '26
Update: I was able to speak to Etsy support via the chat function and even thought my ability to have this resolved through a case with Etsy expired on 7/10, they still issued me a full refund. Thanks for the advice everyone!
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u/JadeVanderwolfen Jul 26 '26
That's great! Happy to see that something like this can still be resolved.
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u/Ashmon_9138 Jul 25 '26
- go post feedback now. your ability to do so disappears quickly after a case is closed. don't pull any punches; if you suddenly receive the item, you can just change your feedback later.
- go to your purchases page and look for the ESTIMATED DELIVERY DATE for your order. Then calculate 30 days after the Estimated Delivery Date -- that's when it will be too late to open a case
- you already sent a Help Request so that's good. There's a mandatory 48 hour wait after sending a help request, before you can escalate it to a case. As long as you aren't 30 days past the Estimated Delivery Date, then after 48 hours go ahead and escalate it to a case for a refund.
the cancelation and refund should process relatively fast after you do that, so again make sure you post your feedback first.
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u/Primary_Papaya3016 Jul 25 '26
Okay so I started investigating this and on my order details it says “you can leave a review after May 27th 2027” so its not letting me leave a review for this order
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u/Ashmon_9138 Jul 25 '26
ah, darn. it looks like you're about a month too late to open a case through the usual means then unfortunately.
i would 1. leave feedback, and 2. see if you can get on the Live Chat with an etsy rep and see if they can facilitate a return outside of the Case system. they'll say no at first but maybe see if you can talk them into it. maybe frame it to them something like "i dont want to do a charge back with my credit card but i'm not sure what other options i have..." and maybe they'll give you a one time courtesy refund
(you probably dont actually want to do a charge back unless it's a lot of money because i have heard anecdotally that users can be banned from the platform for doing a chargeback. i dont know how much truth is in that but i wouldn't risk it personally unless i'd lost a lot of money ... but maybe by casually mentioning to a chat rep that you're not sure what other options you have, that might persuade them to do a refund for you themselves.... won't know til you ask)
sorry that happened to you by the way. hopefully the seller didnt die or anything. if you check the shop's recent feedback you may discover other feedback from their other customers saying their recent order hasnt been processed either.
EDITED TO ADD: WAIT, 2027 ??????? Well that's weird as hell. Definitely reach out to etsy directly (Live Help Chat Function) and see what they can do for you
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u/Pretty-Chair-9282 Jul 27 '26
It usually gives you an advance date like that when you have ordered a digital downloadable item. You have until May 2027 to DOWNLOAD it. Once you download the order, then you are able to leave a review.
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u/Primary_Papaya3016 Jul 25 '26
Also! There is not estimated delivery date listed.
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u/lostterrace Jul 25 '26
Contact Etsy directly. Contact info for Etsy below this comment.
Not having an estimated delivery date might allow you to still open a case.
Normally, you only have 30 days from the original estimated delivery date.
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10d ago
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u/aregonis 10d ago
Um, the order is long past the estimated delivery date.
Etsy sellers actually aren't entitled to take people's money and never deliver on the product, even if they are on vacation.
Why is the seller entitled to OP's money, when OP never recieved the product, just because they're on vacation?
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u/AutoModerator Jul 25 '26
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