What Do I Do If I'm Missing My Etsy Order?

When it comes to Etsy, you're dealing with individual vendors that can sometimes make mistakes. If you're missing your Etsy order, follow these steps to rectify the situation.

Etsy is an online e-commerce platform that allows users to buy and sell handmade craft items. Sellers are able to build an online store and sell to consumers all over the world, with Etsy taking a small percentage of the sale. The company was founded in 2005 with headquarters in Brooklyn, New York. The reported revenue in 2018 was over $600 million USD. If you have recently ordered an item off of Etsy and are missing your order, follow the steps outlined below.

Contact the Seller

  1. Go to www.etsy.com

  2. In the top right corner, select 'Sign In.'

  3. Sign in to your account with your email address and password. Alternatively, you can sign in with your Google or Facebook account.

  4. Once you have logged in, select the 'You' icon in the top right corner. From the drop-down menu, click 'Purchases and Reviews.'

  5. From the list of purchases, click on the 'Track Package' next to the order that you're missing.

  6. If the tracking doesn't show you details or shows that it has arrived at your destination (and hasn't), you will need to contact the shipper.

  7. Next to the item click on 'Contact the Shop.'

  8. Send a detailed message to the seller explaining you haven't received your package and ask for the next steps. Each shop will have different shop policies for missing items. Ask the seller for assistance in finding your item or getting a refund or replacement.

Open a Case with Etsy

If you have contacted the seller and are unsatisfied with the response, you can open a case with Etsy. Etsy does encourage customers to try to first resolve the issue with the store before escalating the case.

  1. Go to www.etsy.com

  2. In the top right corner, select 'Sign In.'

  3. Sign in to your account with your email address and password. Alternatively, you can sign in with your Google or Facebook account.

  4. Once you have logged in, select the 'You' icon in the top right corner. From the drop-down menu, click 'Purchases and Reviews.'

  5. Choose 'I haven't received this item' for the order you haven't received.

    • Note if you don't see this option, it may be too soon or too late to file a case. Generally, you can open a case after your orders approximate delivery date. After this, you only have 100 days to open a case. You can check out the Etsy Help Desk for more information on why this might be the case.

  6. Select the resolution you'd like to see for this case.

  7. Add details about the case in the box. Be as specific as possible, including what the seller said to you that makes you feel there should be a case open.

  8. Click 'Submit.'

  9. Etsy will respond to you within a couple of business days with their decision and next steps.

Search the Etsy Help Desk

Unfortunately, Etsy doesn't have a customer service phone number, live chat, or email you can use. If you are still searching for answers, you can check out the Etsy Help Desk and see if someone knows the solution to your problem. Note that there is no guarantee of getting a response.

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What Do I Do If I'm Missing My Etsy Order?

Why Did GetHuman Write "What Do I Do If I'm Missing My Etsy Order?"?

After thousands of Etsy.com customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together What Do I Do If I'm Missing My Etsy Order? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting Etsy.com if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.

Why does GetHuman Write How-to Guides for Etsy.com Problems?

GetHuman has been working for over 10 years on sourcing information about big organizations like Etsy.com in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our What Do I Do If I'm Missing My Etsy Order? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.

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