Etsy’s customer service standards must be met at a minimum by all sellers on the platform. Not maintaining these standards may lower your search visibility and impact your shop or account status, as outlined in our Seller Policy.
Learn more about the requirements for Etsy’s customer service standards.
To become a Star Seller, you need to meet the standard for case rate and consistently reach the Star Seller targets for message response rate, on-time shipping & tracking, and average review rating.
Learn more about becoming a Star Seller.
The difference between our customer service standards and the targets needed to achieve Star Seller status is outlined below.
| Customer service standards | Star Seller metrics |
|
Message response rate: Reply to 80% of first messages in a thread within 24–48 hours |
Message response rate: Reply to 95% of first messages in a thread within 24 hours |
|
On-time shipping & tracking: At least 80% of orders ship on time |
On-time shipping & tracking: 95% of orders ship on time, with valid tracking or a shipping label purchased on Etsy (when required) |
|
Average review rating:
|
Average review rating: 4.8+ |
|
Case Rate:
|
Case Rate: Meet customer service standard |