Etsy "Item Not As Described" Response Templates

"Not as described" messages are stressful – but they're also an opportunity. Handle them well and you can turn a disappointed buyer into a repeat customer. Handle them poorly and you're looking at a case, refund, AND a 1-star review.

What's on This Page

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Understanding the complaint – questions to ask before responding

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Response templates – for different scenarios

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Preventing escalation – keep it out of Etsy's case system

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Prevention tips – reduce these complaints in the future

First: Understand What They Mean

"Not as described" can mean many things:

Size/dimensions – smaller or larger than expected
Color – looks different than photos
Quality – materials or craftsmanship not as expected
Missing features – something in the listing isn't there
Wrong item – completely different product
Buyer misread listing – they missed details in description

Your response depends on which scenario you're dealing with. If their message is vague, get specifics first:

Template – Getting Details

Hi [Name],

I'm so sorry to hear it's not what you expected! I want to make this right.

Could you tell me a bit more about what's different from what you were expecting? A photo would be super helpful too if you're able to share one.

Once I understand the issue, I'll figure out the best way to fix it for you.

When It's Your Mistake

If you sent the wrong item, the listing was inaccurate, or there's a genuine quality issue – own it and fix it fast.

Wrong Item Sent

Template

Hi [Name],

Oh no, I'm so sorry about that! That's completely my mistake.

I'm shipping the correct item to you today with expedited shipping at no charge. No need to return the wrong one – please keep it or pass it along to someone who'd enjoy it.

I've also [refunded your shipping / included a small gift] as an apology for the hassle. You should receive the correct item by [date].

Again, I'm really sorry about this mix-up!

Quality Issue or Defect

Template

Hi [Name],

Thank you for letting me know, and I'm sorry the quality isn't up to standard. That's not the experience I want for my customers.

I'd like to make this right. I can:

• Send a replacement right away
• Issue a full refund
• Offer a partial refund if you'd like to keep it

Which would you prefer? Just let me know and I'll take care of it immediately.

Color/Size Different Than Photos

Template

Hi [Name],

I'm sorry the [color/size] isn't what you expected! I try to photograph items as accurately as possible, but I know screens can display colors differently and it's hard to judge size from photos.

I want you to be happy with your purchase. Would you like to exchange it for a different [color/size], or would a refund work better for you?

Let me know what works best!

When It's a Misunderstanding

Sometimes the buyer missed details in your listing. Stay gracious – even if the listing was clear, the goal is resolution, not winning an argument.

Info Was in the Listing

Template

Hi [Name],

I'm sorry it's not what you were hoping for! I know it can be tricky to catch all the details when shopping online.

The [size/material/feature] is listed in the description as [quote the specific detail], but I totally understand if that wasn't clear enough.

I want you to be happy – would you like to return it for a refund, or exchange for something that might work better for you?

Don't be defensive. Even if your listing was crystal clear, saying "it was in the description" without offering a solution will likely result in a case or bad review. The cost of being gracious is usually less than the cost of being right.

Buyer Had Unrealistic Expectations

Template

Hi [Name],

I'm sorry it's not meeting your expectations! Handmade items do have natural variations, which is part of what makes them unique – but I understand that's not for everyone.

I'd be happy to accept a return for a full refund if you'd prefer. Just ship it back to me and I'll process the refund as soon as it arrives.

Let me know how you'd like to proceed!

Preventing Escalation to a Case

Once a buyer opens an Etsy case, you lose control. Your goals should be:

Respond quickly – within 24 hours if possible
Acknowledge their frustration – don't be defensive
Offer concrete solutions – don't make them ask
Follow through immediately – delays breed distrust

If they threaten a case: Don't panic or get defensive. Respond calmly with your best offer and document everything. If you've offered a reasonable resolution, Etsy typically sides with sellers who've made good-faith efforts.

Reducing "Not As Described" Complaints

Improve Your Listings

Include measurements – with a size reference (coin, ruler, hand)
Show scale – photograph items next to common objects
Multiple angles – don't hide anything
Note variations – "handmade, slight variations normal"
Accurate colors – photograph in natural light, note that screens vary

Set Expectations Proactively

Include a size guide or measurement instructions
Add a FAQ section to listings
Send a "your order is on the way" message with reminders about what they ordered

Templates Are a Starting Point

Every situation is a little different. We're building a tool that crafts responses tailored to your specific message – want early access?