The Etsy community relies on its sellers to provide consistently excellent customer service. To protect the integrity of the marketplace and ensure that buyers can purchase on Etsy with confidence, we created Service Level Standards.
Etsy's Trust and Safety team monitors customer service performance by evaluating orders that don’t go as planned. When a shop is brought to our attention, we review cases, low reviews, and general buyer complaints on an individual basis. We also make determinations based on the level of customer service provided.
Expectations of sellers
When reviewing accounts, we investigate various factors that most commonly indicate poor buyer experiences. This includes, but is not limited to:
- Non-delivery cases: A buyer may file this type of case if they haven’t received their order or if they contacted a seller about the order and didn't receive a sufficient response.
- Not-as-described cases: This type of case may involve items received that are materially different from the listing description or photos, partial non-delivery of an order, non-delivery of a replacement item, or if the order was not dispatched within the listed processing time.
- Low reviews (1 or 2 stars): A low review may be an indicator that a buyer had a disappointing experience, or that there may still be an outstanding issue with their order. Low reviews can ultimately hurt a shop’s reputation.
We recognise that some orders will not go as expected and may result in a complaint. If a seller with a good track record suddenly experiences these types of issues, we may get in touch with recommendations to help bring their shop into compliance with our Service Level Standards.
If a shop falls below our expectations or displays a pattern of customer service issues, we’ll reach out via email to discuss the next steps. We may remove a shop from our search results or suspend certain privileges until it’s in good standing.
If a seller continues to fall below our Service Level Standards or has consistently failed to demonstrate the level of customer service we expected, we may elect to permanently revoke their buying and selling privileges.
Frequently review the sentiments buyers share with you in reviews and Conversations, and look for common issues. Then, think about how you can refine your listings, delivery practices, policies, and communication to prevent those situations. For tips on how to provide the level of customer service that we expect, check out the Etsy Seller Handbook.
Here are additional resources to improve your customer service and buyers’ experiences: