Etsy Seller Protection offers you peace of mind when a buyer files a case, and it protects your funds if the transaction was paid via Etsy Payments.
To qualify for Seller Protection, you must comply with our Seller Protection Policy. Please note that coverage for the Seller Protection has some restrictions.
Participation in Seller Protection is optional. However, following all of the requirements should help ensure a smooth transaction.
If a transaction can't be resolved directly between you and the buyer, the buyer may choose to file a non-delivery or not-as-described case on Etsy. Buyers can only file a case within specific timelines on Etsy.
If a buyer opens a non-delivery or not-as-described case, Etsy encourages them to contact you first via Conversations.
If the buyer doesn't feel the issue is resolved, they may open a case on Etsy. The case process helps you and the buyer resolve the matter directly. Any unresolved cases will escalate to Etsy for review.
Etsy has specific policies in place for reviewing and resolving non-delivery and not-as-described cases.
A seller who fails to ship an item or respond to a case may be suspended. Members who do not comply with Etsy's policies may be subject to review, which can result in suspension of account privileges and/or termination.