What should I do if a buyer reports a damaged Etsy order a month later?

Hi! I’d reply kindly and assume good intent, but keep it factual: thank them for the photos, say you’re sorry it arrived in that condition, and ask a couple of quick questions to figure out whether it looks like shipping damage or damage after delivery—then offer a clear next step (replacement, return for refund, or (if it qualifies) letting Etsy handle it through a case). Your 14‑day return window is still your policy for “changed mind” returns, but “arrived damaged” is usually treated differently, so it’s best to handle this as a damage claim rather than quoting the return deadline at them.

A good response (you can copy/paste and tweak)
“Thanks so much for reaching out, and I’m really sorry this arrived broken. I appreciate the photos. To help me determine whether this happened in transit, could you please send (1) a photo of the outer box (all sides), (2) the inside packaging as it was received, and (3) a photo of the shipping label? If you still have the packaging, please hang onto it in case the carrier needs it for a claim. Once I have those, I can offer the fastest fix—either a replacement shipment or another resolution depending on what you prefer.”

Then, based on what you see, pick ONE path and make it easy:

• If it looks like transit damage (crushed box, puncture, obvious impact): Offer a replacement or refund, and decide whether you want the buyer to return it (often not worth it for broken goods). If you used tracked shipping / shipped on time, this may also be something Etsy’s Purchase Protection can cover if the buyer opens a case (so you’re not necessarily paying out of pocket), but don’t promise that—just say Etsy will review eligibility.
• If it’s unclear / could be after delivery: Stay neutral. You can still offer a goodwill option (e.g., discounted replacement, paid repair part, or replacement if they return the item), but avoid accusing them of breaking it.

How to protect yourself if the buyer opens an Etsy case
If they open a case for “item arrived damaged,” your best move is to be responsive and organized (not defensive):

1. Reply quickly in the Help with Order thread / case log. Etsy cares a lot that you’re engaged and trying to resolve it.
2. Upload your evidence: the buyer’s photos, your pre-ship photos (if you have them), packaging details, and anything showing you shipped on time (tracking / Etsy label).
3. Be clear about what you’re offering: “I can replace at no cost” or “I can refund upon return” etc. Keep it simple.
4. Don’t ask the buyer to close the case to get help. If Etsy needs to step in under Purchase Protection, the case is the mechanism they use.
5. If Etsy decides to refund: in eligible situations Etsy may cover the refund under Purchase Protection (often up to a certain order total), but if it’s not eligible they may still require you to resolve it—so it’s smart to have a reasonable resolution ready.

One important timing note
Buyers can only open a case within Etsy’s case-eligibility window (it’s tied to the order’s estimated delivery timeline and there’s a limited period after it becomes eligible). Since they contacted you about a month after delivery, they might still be within that window—or they might not—so treat it like it could escalate and keep your messages calm and helpful.

For the future (so this doesn’t keep happening)
Consider adding one sentence to your shop policies / FAQs like: “Please report shipping damage within X days of delivery with photos of the item, packaging, and box.” Even if you choose a generous window, having a written process makes these situations much easier to manage consistently.

If you tell me whether you shipped with tracking/Etsy label and roughly what the delivery date was, I can suggest the cleanest option (replacement vs refund vs Etsy case route) for this exact order.