Beginning 1st August, we’re introducing a new programme for sellers when there’s an issue with orders that do not arrive at buyers.
Under this new Purchase Protection policy, Etsy may refund buyers for qualifying orders below $250 USD (including postage and taxes) and you’ll keep your earnings from the sale. To learn how orders qualify for Etsy Purchase Protection, check out our site announcement here.
Etsy Seller Protection offers assistance to eligible sellers in the event of a dispute with a buyer.
- sell qualifying items
- dispatch orders on time
- respond to messages in a timely manner
Seller Protection and Etsy’s case system
Etsy’s case system is a platform for buyers and sellers to work together to resolve concerns about orders. If you and a buyer are unable to settle the issue on your own, the buyer can ask an Etsy specialist to step in and mediate the case.
The specialist overseeing the case will determine if the order and your shop qualify for Seller Protection. It’s important that you respond to Etsy’s requests for information in the case log within the time frame given by Etsy to prevent action from being taken on your account.
After the specialist has reviewed the dispute, they will either provide you with specific directions to resolve the dispute, or may issue a refund for the order if you have not complied with Etsy’s policies.
The Seller Protection Policy doesn’t guarantee a resolution in your favour, and it doesn’t indicate that Etsy’s Service Level Standards (our expectations for customer service) were met. Sellers who don’t comply with Etsy's policies are subject to review, which can result in suspension of account privileges and/or termination.