We've updated the process for filing and resolving non-deliveries to allow sellers and buyers to be able to communicate, track, and solve issues with your own tools.
Sellers can check on open or closed cases from Your Etsy > Reported Cases.
Buyers can open a new case from Your Etsy > Purchases > Invoice > Report a non-delivery.
For more specifics check out these Etsy Help entries:
http://help.etsy.com/app/answers/detail/a_id/34 (for buyers)
http://help.etsy.com/app/answers/detail/a_id/364 (for shop owners)
For all new reported cases starting today, sellers no longer have to email Etsy Support to close a non-delivery case. You will use this new process to resolve your case.
For all older reported cases, we are working to move those existing cases to the new system soon. However, please note that if a case was opened before today, you will still have to email email@example.com to close it.
Please post any questions in this forum thread: