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.
If your shop received a Customer Service Warning email, it means many of your buyers are unsatisfied with your shop’s customer service. On Etsy, shops are expected to offer reliable, solution-oriented customer service to Etsy buyers. This level of customer service helps buyers trust shops, and Etsy, with their business.
We measure customer service through Order Dissatisfaction Rate (ODR). This is the number of orders with low reviews (two stars or less) or cases against your shop divided by the number of orders a shop received, over a given period of time. Learn more about ODR on Etsy.
This article provides information about what may happen if a shop’s customer service doesn’t meet Etsy’s Service Level Standards and tips to prevent unsatisfied buyers.
If you didn’t receive a Customer Service Warning email, your shop is currently in good standing with Etsy.
When is a Customer Service Warning email sent to a shop?
If a shop receives a Customer Service Warning from Etsy’s Trust & Safety team, this means that the shop’s ODR is above the acceptable threshold. Shops that have a high ODR will need to show sustainable customer service improvement, and maintain an ODR below 1%, in order to continue selling on Etsy.
We understand low reviews and cases may occur on occasion and can be a normal part of business. Etsy’s ODR is intended to prevent patterns of unsatisfied buyers from continuing in a shop.
- The shop’s ODR is 1% or higher
- The shop has three or more orders with a case or low review since its first sale
- The shop has two or more orders placed within a 60 day evaluation period that resulted in a case or low review
How does a warning affect my other shops?
How is a shop’s ODR evaluated after a warning?
After a shop receives a Customer Service Warning email, Etsy will review the shop again within 90 days.
A shop must remain in good standing with Etsy by providing customer service that is reliable, attentive, and sets clear expectations. This means that:
- orders are dispatched within the set processing times
- items are accurately described in the listing images and descriptions
- buyer concerns are resolved respectfully and promptly, and steps are taken to prevent repeat issues
Orders placed 30 days or more before a warning aren’t included in the next review, but Etsy may review the overall level of customer service buyers receive during this 90 day period.
How to improve your shop’s ODR
You can improve your shop’s ODR by focusing on future orders and meeting customer expectations. Some of the best ways to meet these expectations are by dispatching on time, ensuring your listings and shop policies are accurate, and answering buyer questions quickly.
Here are some resources to help improve a shop’s customer service:
- How to Effectively Communicate with Buyers
- Beginner’s Guide to Great Customer Service
- How To Reliably Dispatch Your Orders
- 7 Strategies for Exceptional Customer Service
- Etsy Seller Handbook
What happens if I don’t improve my shop's ODR?
Shops can receive up to two Customer Service Warnings within two years. Shops that have received two warnings within this timeframe and continue to provide unsatisfactory customer service will be placed under review for permanent suspension. Etsy may contact a shop regardless of its ODR or number of warnings received if it accrues a high volume of buyer complaints in a short period of time.
If a seller is involved with multiple shops on Etsy, each shop will be evaluated.
Will my shop be shut down automatically if my ODR remains above 1% despite my best efforts?
When cases and low reviews happen at a higher rate than the majority of Etsy sellers over a long period of time, it’s cause for concern. In the event a shop has more than two evaluation periods where its ODR exceeds the allowable threshold of 1%, a specialist on the Trust & Safety team will manually review the account. Before deciding the course of action for a shop, we consider all account history, including the circumstances of each case and low review.
Before a shop is reviewed for permanent suspension, a team of specialists can be contacted through the Help Centre if a seller has any questions about their ODR or needs help determining what’s causing a higher rate of buyers to report a problem.
What happens if I close my shop and open a new one?
The warning you received in your current shop will apply to any new shops you create. If a shop is closed or placed in Holiday Mode, it will be evaluated if it has received orders in the rolling review period, even if it’s currently closed. The Trust & Safety team may take action on an account regardless of its status.
How to use the Customer Service Performance dashboard
After receiving a Customer Service Warning email, shops have access to the Customer Service Performance dashboard. The dashboard can be used to identify the type of issues buyers face, and shows you:
- Your shop’s daily ODR, including related cases and low reviews
- The date(s) a Customer Service Warning was issued to your shop
- The date when Etsy will evaluate a shop next
The link to the Customer Service Performance dashboard is in the Customer Service Warning email your shop received.=
Does a Customer Service Warning expire?
Customer Service Warnings become inactive after two years, which means they’re no longer visible in your Customer Service Performance dashboard. Although a seller can’t access their inactive warnings, Etsy’s Trust & Safety team will consider a shop’s entire history on Etsy if it’s reviewed for permanent suspension.
Why is my ODR higher today than yesterday, despite not receiving new complaints?
ODR fluctuates daily depending on the volume of orders reviewed. We evaluate shops over a rolling 90-day period by tracking the percentage of orders placed during the first 60 days that resulted in a case or low review.
If you receive new orders that haven’t resulted in cases or low reviews, your ODR may be temporarily higher than when you received a warning. Although this may seem alarming, it means you’re moving in the right direction.
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 shop’s standing with Etsy. 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.
If you received a Customer Service Warning email, it means that you shop isn’t meeting Etsy’s expectations for sellers. You have 90 days from the day you received this email to improve your customer experience.
Look at the low reviews, cases, and concerns buyers share with you to help you understand the issues your buyers face. Make adjustments in your shop to improve buying experiences.
Make sure that:
If you received a Customer Service Warning email, this means that too many of your orders resulted in low reviews or cases. The Etsy community relies on its sellers to provide consistently excellent customer service.
Etsy expects shops to have less than 1% of their orders result in a low review or case. We understand that not every order will go as planned, so shops that are below this expectation are in good standing.