These are extraordinary circumstances, which means that the unexpected can happen. We’re here to support you as you navigate potential impacts on customer service, dispatch, and delivery.
Low reviews and cases beyond your control will not affect your adherence to Etsy's Service Level Standards, or Order Dissatisfaction Rate (ODR). If you don’t think you’re capable of fulfilling an order, reach out to your buyer and let them know. We have your back during this challenging time.Learn more about how to manage your shop during COVID-19.
Buyers come to Etsy for special, one-of-a-kind items and a personalised shopping experience with customer service they can depend on.
Etsy’s Seller Service Level Standards define:
- What Etsy’s customer service expectations are for Etsy shops
- How a shop’s customer service performance is measured
- What happens if a shop doesn’t meet these standards
These standards ensure that Etsy remains a trusted brand that provides the best experience to shoppers and sellers alike.
Customer service expectations for Etsy shops
In order to sell on Etsy, sellers agree to provide a great customer experience, every time a buyer engages with their shop. When buyers make a purchase, they trust that they will receive their order in a timely manner, and that their item(s) will be as they were described on Etsy.
Shops are expected to:
- Prepare and dispatch orders within the stated processing times and "dispatch by" date
- Accurately depict their items on Etsy through listing descriptions and images
- Respond to shoppers’ Messages and answer any questions promptly
- Treat shoppers and fellow sellers with respect and courtesy
Here are some resources to help your shop provide great customer service:
- Beginner's Guide to Great Customer Service
- 7 Strategies for Exceptional Customer Service
- How to Effectively Communicate with Buyers
- Dos and Don'ts of Communicating With Customers
- How To Reliably Dispatch Your Orders
- Case Obligations for Sellers
How a shop’s customer service performance is measured
To help sellers maintain a level of great customer service, we measure the Order Dissatisfaction Rate (ODR) for all shops on Etsy.
A shop’s ODR is a reliable measurement of the quality of customer service that shop provides to their buyers. ODR is the percentage of orders that have a review of two stars or less or an opened case over a given period of time.
All shops must maintain an Order Dissatisfaction Rate of less than 1% to sell on Etsy.
What happens if a shop doesn’t meet these standards
We recognise that, despite a seller’s best efforts, some orders will not go as expected and may result in a low review or case.
If a shop exceeds the acceptable ODR threshold or displays a pattern of customer service issues, Etsy’s Trust & Safety team may reach out with a Customer Service Warning. For shops otherwise compliant with Etsy’s policies and expectations, warnings will only be sent if a shop meets all of the following criteria:
- Has an Order Dissatisfaction Rate that is 1% or higher
- Has at least three orders with a case or low review since the shop’s first sale
- Has two or more orders placed within a 60 day evaluation period that resulted in a case or low review
Shops that receive a Customer Service Warning will have access to a complete summary of their customer service performance to help them improve their shop’s Order Dissatisfaction Rate with future orders.
If a shop’s Order Dissatisfaction Rate rises or falls dramatically before a 90 day evaluation period is complete, Etsy may reevaluate performance sooner.
If a shop continues to exceed Etsy’s allowable Order Dissatisfaction Rate or otherwise fails to demonstrate the level of customer service we expect, we may investigate and take action, including permanent revocation of buying and selling privileges in any account they may hold. Shops that have never provided strong customer service are eligible for permanent suspension at any time.