CaseProofKit
No-return refund dispute

Buyer wants a refund but will not return the item

Create a neutral response and evidence checklist when the buyer asks for a refund, refuses return, or wants to keep the item after claiming it is damaged.

Build a case fileSee export plan

The seller needs to protect the order value without sounding punitive.

The buyer may push for a refund before sending complete evidence.

A return or inspection step needs to be documented clearly.

Saved case files0 saved

Restore a previous buyer dispute.

Saved cases stay out of the main flow until you need one. Open a case here, then continue from the evidence gap check.

No saved case files yet. Fill Step 1, generate the evidence check, then use Save this case file in Step 3.
Step 1 · Start a case file
What happened?Pick the closest case. Edit anything after.

One dispute becomes one case file. Start here, then use Step 2 to check what proof is missing.

Keep buyer privacy intact. Do not paste buyer names, shipping addresses, emails, or phone numbers. Summarize the claim instead. No Etsy account connection required; this is evidence organization guidance, not legal advice.

Evidence you already haveSkip if unsure. The gap check can still run.0/17 checked
Buyer proof received

Photos or video the buyer already sent you.

Seller proof ready

Proof you can use in a case, claim, or response.

Screenshots to attach

Screenshots you can save now. Redact buyer identity before sharing.

Case risk signals

Only tick these if they are already true.

Step 2 · Evidence Gap Check

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.

medium risk
Focus first5 evidence gaps before refund talk

Check the highlighted gaps before refund talk; then send the green next action in order.

Evidence readiness0%
Missing items5
Moderule-based

5 items to request before you commit to a refund

Priority evidence gaps

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

Send these in order

Recommended next actions

Reply to the buyer calmly and ask for the missing evidence first.
Ask for clear photos of the actual item before discussing refund terms.
Ask the buyer to keep the shipping box, inner packaging, and damaged item until the case or carrier claim is resolved.

Do not do yet

Do not call the buyer a scammer or accuse them of fraud in the message thread.
Do not assume Etsy will read the entire conversation; summarize the facts in the case response.
Do not file a carrier damage claim until you know which photos the carrier requires.
Step 3 · Evidence pack
Draft ready

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.

Buyer reply

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.

Etsy case response

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.

Quick product check

Did this help you decide what to send next?

One click is enough. Your answer helps us find whether this workflow is actually useful for Etsy seller disputes.

Pack sections
Order and listing summary
Buyer claim and message timeline
Tracking or delivery proof
Packing and pre-shipping proof
Buyer photos/video received
Missing evidence requested
Draft Etsy case response

Screenshot & photo attachment index

Attach proof in this order before you send the case response.

0% ready

No file upload required for this MVP. Use this as a packing list for your Etsy message, carrier claim, or paid PDF export. Redact buyer name and shipping address before sharing screenshots outside Etsy.

Buyer message screenshotsMissing

Initial claim, refund request, refusal to return, threats to open a case, and any photo/video request you already sent.

Redact buyer name and shipping address before sharing.
Order detail screenshotMissing

Order number, purchase date, price, item title, quantity, shipping status, and refund/case status if visible.

Redact buyer name and shipping address; keep order number.
Listing screenshotMissing

Title, photos, description, size/material notes, personalization terms, and shop policy visible to the buyer.

Tracking or delivery-status screenshotMissing

Carrier tracking page showing delivered, delayed, damaged, returned, or exception status.

Redact street address if it appears on the carrier page.
Damage photo setMissing

Actual item damage, outer box, inner packaging, shipping label, and short video when possible.

Seller packing / pre-ship photosMissing

Pre-shipping item condition, packing materials, box before sealing, and label photo if available.

Copy brief stays free. PDF export is unlocked after payment and downloads from Case Files.

Optional seller updates

Not ready to buy today?

This does not unlock the PDF export. Use the $9.90 PDF export above when you need the downloadable evidence pack.

Low-volume product updates for case tracking, saved policy snippets, and seller-dispute workflow improvements.

This is evidence-organization guidance, not legal advice and not an Etsy guarantee. Review Etsy's current policies and make your own business decision before refunding, replacing, or escalating.

What this tool packages

Return refusal status
Return-label offer or return instructions
Damage photos and packaging photos
Tracking and delivery proof
Buyer reply that keeps the next step concrete

Response angle

Keep the response procedural: you can review refund options after the item is returned or after complete evidence is provided. Do not debate motives in the message thread.