What should I do if an Etsy buyer opens a “not as described” case over prescription lenses?

Hi! In the case, keep it calm and factual: explain that the sunglasses you shipped match the Etsy listing photos/description, that your listing made no claims about being “prescription-lens compatible,” and that an optician refusing to install lenses is a third‑party service limitation (not a product “not as described” issue). Then offer a standard return for a refund in line with your shop policies (refund after the frames are returned in original condition), and ask the buyer to provide a photo of the frames plus a written note from the optician stating exactly why they won’t install lenses (so you can assess whether there’s an actual defect).

What to post in the case (you can adapt this)

• Confirm delivery/shipping basics: shipped date, tracking, and that the item delivered.
• State the key point clearly: “The listing does not advertise prescription compatibility or lens installation capability, and the buyer did not ask about prescription lenses before purchase.”
• Reaffirm “as described”: “The item received is the same model/style/material as shown in the listing photos and description.”
• Offer resolution: “I’m happy to accept a return for a refund under my return policy. Once the sunglasses are returned, I will issue a refund for the item price (per my policies).”
• Don’t accuse the buyer; don’t speculate about the optician; don’t say anything that sounds like you admit the listing was misleading.

Return shipping (international)
Since this is an international return, you typically won’t be able to send an Etsy-generated return label to the buyer the way US domestic returns can work. In practice you have two reasonable options:

1. Stick to your policy (buyer pays return shipping) and provide the return address + clear packaging instructions, or
2. Offer to cover return shipping as a goodwill gesture (or split it) if you’d rather minimize the risk of Etsy pushing a quick resolution.

Is Etsy likely to side with the buyer?
If your sunglasses truly match the listing description and photos (correct item, authentic, correct material/color/size, no damage/defect), this is much closer to “buyer’s needs changed / third-party can’t perform a service” than “not as described.” In that scenario, Etsy is often more favorable to the seller—especially if you respond promptly in the case, provide clear evidence, and offer a reasonable return path. That said, case outcomes can still be unpredictable, and some “not as described” claims get decided quickly if Etsy feels the buyer can’t reasonably use the item as expected—so your best protection is to (a) be very evidence-based in the case comments and (b) make a clean return offer that’s easy for Etsy to view as fair.

One quick prevention step for future listings
Add one sentence to your listings like: “Prescription lenses/installation not guaranteed; please confirm with your optician before purchase.” That single line prevents this exact “not as described” argument from coming up again.