This programme may protect you from delivery issues outside of your control at no additional cost. Etsy may refund buyers for qualifying orders below $250 USD (or the equivalent of your local currency) including postage and taxes, and you’ll keep your earnings from the sale.
To see how our current Seller Protection Policy works, check out our policy page.
With Etsy Purchase Protection for qualifying orders below $250 USD, Etsy may refund buyers and you’ll keep your earnings if:
- A buyer never received their package (for example, if it was lost in transit).
- Their item arrived damaged (for the first instance per calendar year*).
- Their item matches the listing description and photos, but a buyer claims it does not.
To make sure your orders are eligible for Etsy Purchase Protection, you’ll need to follow the eligibility criteria outlined in our Etsy Purchase Protection for Sellers and remain in good standing with Etsy.
What isn’t eligible for Etsy’s Purchase Protection programme?
The following situations will make an order ineligible for Purchase Protection:
- The order does not meet one or more of the eligibility requirements for Etsy Purchase Protection.
- The order total is $250 USD or over (or the equivalent of your local currency), including postage and taxes.
- The item doesn’t match the listing description. We strongly recommend using accurate photos and descriptions when listing an item.
- You’re from a region where Etsy Payments is not currently available.
- Your shop is not in good standing for violating Etsy policies.
Sellers are responsible for refunding costs for orders that fall outside of these eligibility requirements.
If you have obtained third party insurance, or have carrier, and/or payment processor coverage, we ask that you first submit a claim to your primary coverage. Etsy reserves the right to process a refund only where other coverages do not apply.
See our article of best delivery practices to ensure you're following the proper steps to create a successful delivery experience for your buyer.
How do I qualify for Etsy Purchase Protection?
Etsy Purchase Protection will automatically cover qualifying orders with no setup required from the seller.
The usual process for resolving buyer issues still applies to orders that are covered by Etsy Purchase Protection. Our guide to case resolution gives an in-depth breakdown on how the case system works, and the steps that should be taken to manage buyer issues.
Orders are eligible for Etsy’s Purchase Protection programme if:
- The order was dispatched within your stated processing time
- Valid tracking was provided and/or it was mailed out with a postage label purchased through Etsy
- Your listing has an Estimated Delivery Date (EDD), which includes transit times and, where applicable, an origin post code
- The item received by the buyer matches the photos and description on your listing.
- You are enrolled in Etsy Payments
- It is the first instance in the calendar year of an item arriving damaged
If an order meets these requirements and has a cost below $250 USD (including postage and taxes), the cost of the refund will be covered by Etsy instead of the seller. Sellers are responsible for refunding costs for orders that fall outside of these requirements.
Etsy does not cover orders $250 or over, so it is recommended to purchase delivery insurance when fulfilling those orders.
In some situations, a specialist may need to reach out for more information about the order. It’s important that you respond to requests for information in the case log within the time frame given to show both the buyer and Etsy that you are working towards a solution.
As we continue to invest in our sellers’ success, your feedback is crucial for helping us improve the seller experience. Our survey is the most effective way to provide your feedback on Etsy’s Purchase Protection program and let us know what you would like to see from it in the future.
If you have concerns about the resolution for a closed “Item different than described” or “Item arrived damaged” case, you can use this form to request that Etsy review the case.
Our goal is to ensure your side of the story was heard and the case resolution aligns with Etsy’s policies and Etsy’s Purchase Protection program. After submitting this form, a case specialist trained for these specific issues will holistically review your case and follow up with a final determination via email within the next 24 to 72 hours.
For open cases, please use the case log to communicate with the buyer and case agent directly. This Support option is specifically for closed “Item different than described” and “Item arrived damaged” cases.
After clicking I still need help, please let us know why you disagree with the case resolution within the Description box. The more information we have, the better we can address your concern.
When a case has been opened for an item that was never received, we have the information needed in order to determine whether or not the order is eligible for Etsy’s Purchase Protection program. Because of this, we’d recommend reviewing our Help article about Etsy’s Purchase Protection program for Sellers and best shipping practices.