Document SNAD and message seller
Day 1- Help with order with side-by-side listing vs received photos
- State significantly not as described specifically
- Request full refund or prepaid return label
- Keep item packaged until return instructions clear
Etsy · Escalation
Etsy item not as described
Significantly not as described handmade, vintage, and custom items — Purchase Protection overrides many no-return shop policies when listing misrepresents the item.
- Last verified
- 2026-09-19
Who this is for
The item materially differs from listing photos and description — wrong material, size, color, counterfeit handmade claim, or undisclosed damage. Shop policy may say no returns but Purchase Protection still applies for qualifying misrepresentation.
Before you escalate
- Listing archive screenshot
- Photos of item received with details
- Unboxing video for high-value vintage
- Help thread with seller
Official contact & dispute links
Normal wait time: Refund after SNAD return →
Escalation ladder
48-hour window then case
Day 2–3- Decline keep-item partial if full SNAD refund warranted
- Ship return only to address in case thread
- Upload return tracking when shipped
Case resolution
Day 4+- Open a case if seller unresponsive or refuses
- Etsy may refund without return for clear photo proof
- Refund 2–5 days after case approval
Sample message
Copy, edit placeholders, and paste into chat or email.
Subject: Not as described — Order #[ORDER] Hello, Item from order #[ORDER] is significantly not as described. Listing showed [X]; received [Y]. Photos attached. Please provide full refund of $[AMOUNT] and return instructions if required. Thank you, [YOUR NAME]
Related tools
External escalation resources
Frequently asked questions
What is significantly not as described on Etsy?
Material difference from listing — wrong material, color, size, item type, or condition versus photos and description. Minor handmade variation may not qualify. Purchase Protection uses significant standard.
Etsy vintage item not as described — case?
Vintage wear should be disclosed. Undisclosed damage or wrong era supports SNAD case with photos.
Handmade slight variation — SNAD?
Handmade uniqueness is expected — only extreme deviation from listing photos qualifies.
Wrong ring size Etsy — SNAD or buyer error?
If listing specified size and received different — SNAD. Custom size order per buyer measurement — harder claim.
Perfume or candle scent wrong — return?
Opened scent items often non-returnable unless clearly wrong scent shipped. Photo listing scent name.
Etsy digital file resolution wrong — SNAD?
Compare promised resolution/format in listing to delivered file properties screenshot.
Received aliexpress drop ship not handmade — SNAD?
If listing claimed handmade in buyer country and mass item arrived — strong misrepresentation case.
SNAD return shipping who pays Etsy?
Shop policy and case outcome — Purchase Protection full refund may include original shipping; return label varies by case.
Altered item return denied hygiene?
Earrings worn may be non-returnable — photo unworn state at receipt.
Listing removed after purchase — SNAD proof?
Screenshot listing at purchase or order confirmation details archived.
Bundle SNAD one item wrong?
Case or negotiate partial — photo each piece.
SNAD after leaving 5 star review?
Review does not waive case rights within window.
Sources
Last verified: — against official sources listed below.
Not legal advice
This page is procedural reference for US consumers. Policies change, your situation may differ, and we do not guarantee any outcome. For legal questions, consult a licensed attorney in your state.