What should I do if an Etsy order arrives damaged but the shipping box looks fine?

Hi! You’re doing the right thing by pausing until you see photos—“box looks fine” is common with fragile items because internal shifting/insufficient cushioning can break an item without leaving obvious outer damage.

If you’re deciding between an Etsy case vs. a carrier claim, here’s the practical way to choose:

• If the order likely qualifies for Etsy Purchase Protection (and you meet the requirements like on-time shipping + valid tracking/Etsy label, and it’s within Etsy’s coverage limits): having the buyer use Help with order → “item arrived damaged” and then opening a case if needed can be the simplest path, because Etsy may refund the buyer while you keep your earnings (especially for an eligible “first damaged-item case” in a calendar year).
• If you plan to use shipping insurance / carrier coverage (or the item is above Etsy’s coverage limit): go straight down the carrier claim route. Also note Etsy’s program terms can require sellers to pursue primary coverage first if you have it, so it’s best not to “run both tracks” at the same time unless you’re very clear which one you’re relying on.

What I’d ask the buyer for (this is also the exact stuff carriers/Etsy usually want):

1. Clear photos of the damage (multiple angles + close-ups), plus one photo showing the whole item.
2. Photos of the packaging exactly as it arrived, before anything is thrown away:
   • Outer box (all 6 sides)
   • Shipping label close-up
   • Inside packing materials (bubble wrap/foam/paper), showing how the item was cushioned
   • Any inner box, void fill, inserts, “fragile” stickers, etc.
3. If it’s a multi-piece sculpture: a photo of all pieces laid out so nothing “missing” becomes a second issue later.

A few handling tips that save headaches:

• Tell them to keep everything (item + all packaging) until you confirm the resolution—this is crucial for carrier claims and also helps if Etsy asks for more evidence.
• You usually don’t need a return for a damaged, fragile item unless you strongly suspect misuse/fraud or it’s very high value. Returns of broken sculptures often arrive worse (and can be a safety issue). A common approach is: photos + confirmation, then refund or replacement, and the buyer keeps/disposes of it.
• If you do require a return, only do it after you’ve got the photos, and make it clear it must be packed well (but honestly, for shattered ceramics/resin, I’d avoid requiring it unless you really need it).

My suggested next step: once the photos come in, decide whether (a) you want to resolve it directly (replacement/refund) or (b) you want them to go through Help with order so it’s properly documented and eligible for Etsy involvement if needed. If you tell me whether you bought the label on Etsy, the order total range (roughly), and whether you added insurance, I can recommend the cleaner option for your exact situation.