I am unable to open a case against a shop. I purchased an item 5 weeks ago. The item was a digital download; however, the download I received was not what I had purchased (it was a completely different item), and didn't even resemble the seller's description images. Over the past month, I have sent multiple messages to the seller (including sending a help request), but I have never received a reply. I have tried several times to open a case over the past few weeks, and each time, when I fill out the fields and hit the submit button, the "Tell Etsy what went wrong with your order" page immediately comes up again. I went to my cases page, and it shows that no cases have ever been opened by me, despite the fact that I was able to click the submit button. I'm extremely frustrated and would like some help with what I need to do to open a case.
