How to Respond When a Buyer Says an Item Isn't as Described
Why handling the return yourself matters, and exactly what to ask the buyer.
This message type is different from the others, because there's an actual Etsy rule behind it: the item has to match the listing description, the size chart, and the photos. If the buyer is right and you don't handle the return yourself, Etsy can step in and do it for you — and at that point you lose control of the outcome entirely.
What to keep in mind
The first step is always the same: ask the buyer exactly which part of the item didn't match their expectations. "Not as described" is vague on its own — until you know whether it's the size, the color, the material, or one specific detail from a photo, you can't offer the right fix. Asking for a photo usually helps too, since sometimes the real issue is shipping damage rather than the listing itself.
Reply template
Template
Hello [Name],
I'm sorry to hear the item didn't match what you expected. Could you tell me a bit more about which part didn't match the listing — the size, the color, or something else? A photo would help me understand exactly what happened.
Once I know more, I'll make sure this gets resolved for you, whether that's an exchange, a replacement, or a refund.
Best regards,
[Shop Name]
How Sellereply handles this
Sellereply compares the buyer's complaint against your own shop knowledge file — materials, size chart, listing description — and writes the draft with that comparison in mind rather than guessing. If a detail is missing, it flags the gap instead of inventing an answer, so you never end up telling a buyer something you didn't actually know.
The right draft starts with the right information.
Start free