Report a Problem with a Guest Checkout Order

If you have an issue with an Etsy order, get in touch with the seller first. You can contact the seller by replying to the receipt email that was sent to you after your order was placed.

If You Don't Have an Etsy Account

If you’re unable to work things out with the seller, the next step is to file a case on Etsy. To do so, you’ll have to create an account and link it to your purchase.

The best way to do this is by clicking the order number in your receipt email. This link will take you to Etsy, where you’ll be prompted to create an account. When you register for an account via this link, your purchase will automatically be associated with your new account. To find your order, go to You > Purchases and reviews.

If You Have an Etsy Account, but Didn't Sign in to Purchase

You’ll have to link your order to your account before you can open a case.

Click the View Order link in the receipt that was emailed to you after purchase. The link will bring you to Etsy, and you’ll see a prompt to enter your username or email address and password. Once you’re signed in, your purchase will be linked to your account. You’ll find it on your Purchases and reviews page.

Once You’ve Found Your Order

Open a case by clicking either I haven’t received this item or Item isn’t as described. For full instructions for filing a case, please check out this Help article.

If You Can’t Find Your Receipt Email

First, check your spam or junk mail folders to see if it ended up there.

If you still can’t find it, click the contact button at the bottom of this page to get in touch with Etsy Support. We’ll help you link your purchase to your new account.

Guest Checkout Orders on Etsy-Powered Websites

For problems with orders placed on Etsy-powered websites, please take a look at this Help article.