What is Etsy’s Seller Protection Policy?

Etsy Seller Protection offers assistance to eligible sellers in the event of a dispute with a buyer.  

To qualify for Seller Protection, you must comply with our Seller Protection Policy and remain in good standing with Etsy. Good standing means that you:

  • sell qualifying items
  • ship orders on time
  • respond to Conversations in a timely manner

Seller Protection and Etsy’s case system

Etsy’s case system is a platform for buyers and sellers to work together to resolve concerns about orders. If you and a buyer are unable to settle the issue on your own, the buyer can ask an Etsy specialist to step in and mediate the case.

The specialist overseeing the case will determine if the order and your shop qualify for Seller Protection. It’s important that you respond to Etsy’s requests for information in the case log within the time frame given by Etsy to prevent action from being taken on your account.

After the specialist has reviewed the dispute, they will either provide you with specific directions to resolve the dispute, or may issue a refund for the order if you have not complied with Etsy’s policies.

The Seller Protection Policy doesn’t guarantee a resolution in your favor, and it doesn’t indicate that Etsy’s Service Level Standards (our expectations for customer service) were met. Sellers who don’t comply with Etsy's policies are subject to review, which can result in suspension of account privileges and/or termination.

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