Before Etsy refunds from your money, organize the facts
Use this checker to see which evidence is missing when a refund, chargeback, or case outcome could hit your seller balance.
Sellers do not know which missing evidence makes the refund risk worse.
High-value orders need a stronger brief than a normal chat reply.
Tracking, return-label status, and buyer evidence have to be in one place.
Start a new buyer dispute
One dispute becomes one case file. Add the order note, paste the buyer message, and tick your evidence.
Generate the evidence checklist
Click once to find missing photos, return proof, tracking gaps, and refund-risk signals.
Save, copy, or print the case file
Save the case locally, copy reply drafts, or print a PDF before you reply or escalate.
Keep each buyer dispute as a separate case file.
Save after Step 3, then restore the case when the buyer replies again. Browser saves are immediate; PgSQL cloud capture is ready for account history.
One dispute becomes one case file. Start here, then use Step 2 to check what proof is missing.
Item arrived damaged for an Etsy order. Risk is medium because some evidence is missing.
Generated from your Step 1 intake: dispute type, buyer message, and evidence boxes.
Check the highlighted gaps before refund talk; then send the green next action in order.
5 items to request before you commit to a refund
Priority evidence gaps
Send these in order
Recommended next actions
Do not do yet
Copy this into the buyer thread or Etsy case after you verify the missing evidence list.
Case file manager
Save this dispute before the buyer replies again.
Hi, thanks for reaching out. I am sorry there is an issue with the item. To review this properly, please send: 1. Tracking or delivery-status screenshot 2. Buyer photo of the actual item 3. Buyer photo of the shipping box and inner packaging 4. Short buyer video showing the item and claimed issue 5. Seller packing or pre-shipping proof Please also keep the item, shipping box, and inner packaging until we finish the review. Once I have the photos/video, I can determine the next step.
Case summary: Item arrived damaged. Buyer claim: The buyer reported an issue with the order. Seller response: I am reviewing the issue in good faith and have asked the buyer for the specific evidence needed to verify the claim and, if relevant, file a carrier claim or inspect a return. Evidence currently available: limited evidence so far. Missing evidence requested: Tracking or delivery-status screenshot; Buyer photo of the actual item; Buyer photo of the shipping box and inner packaging; Short buyer video showing the item and claimed issue; Seller packing or pre-shipping proof. Requested resolution: Please allow time for the buyer to provide the requested photos/video or return the item so the claim can be evaluated with complete evidence.
What this tool packages
Response angle
The output should read like a concise support brief: what was sold, what the buyer claimed, what evidence exists, what evidence is missing, and what you are asking Etsy to review.