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.

How to start
Step 1

Start a new buyer dispute

One dispute becomes one case file. Add the order note, paste the buyer message, and tick your evidence.

Step 2

Generate the evidence checklist

Click once to find missing photos, return proof, tracking gaps, and refund-risk signals.

Step 3

Save, copy, or print the case file

Save the case locally, copy reply drafts, or print a PDF before you reply or escalate.

Saved case files

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.

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

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

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.

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

First paid version: a $9-$19 printable evidence pack export. No full subscription required.

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.