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

Hi! In the case, keep it simple and factual: explain that the sunglasses/frames match the listing photos and description, that you did not advertise “prescription-ready” (and the buyer didn’t ask for prescription lens compatibility before purchase), and that an optician declining to fit lenses is a third‑party service issue—not a “not as described” issue with the item you sold. Then offer the clean resolution you can control: a return for refund under your shop return policy (buyer pays return shipping), as long as the item comes back in the same condition.

A good reply you can paste (edit to fit your details):

• “Thanks for explaining. I’m sorry you’re having trouble getting prescription lenses fitted. The item you received matches my Etsy listing photos and description, and I don’t advertise prescription lens compatibility or fitting services. Because lens fitting depends on the optician/lab and the buyer’s prescription, I’m not able to guarantee prescription installation for these frames.
  I can, however, accept a return per my shop policy: if you’d like to return the sunglasses in original/unused condition within the return window, you can send them back and I’ll issue a refund once they’re received back. Please confirm and I’ll provide the return steps.”

What to upload / say in the case (briefly):

• A screenshot or copy/paste of the relevant part of your Etsy listing description (showing there’s no claim about prescription compatibility).
• Your shop return policy (14 days, buyer pays return shipping).
• A clear statement that the buyer’s complaint is about prescription lens installation (a separate service) rather than the item being different from the listing.

Will Etsy side with the buyer?

• For “not as described,” Etsy generally looks for a material mismatch between what you listed (photos/description) and what arrived. If you never claimed prescription compatibility, and the buyer can’t point to anything inaccurate in your Etsy listing, you’ve got a reasonable position.
• That said, Etsy sometimes resolves cases by refunding the buyer (especially if the buyer escalates and the order qualifies for their protection program), and the outcome can depend on how the claim is framed and what evidence is in the case notes. Your best move is to stay responsive, keep everything focused on “matches listing,” and offer the return as the fair resolution.

One more practical tip for the future: add one line to your listings like “Prescription lens fitting/compatibility is not guaranteed; please check with your optician before purchase.” It won’t prevent every complaint, but it makes cases like this much easier to shut down quickly.