Seller Handbook

Etsy Purchase Protection helps support sellers when issues happen that are outside of your control—like when an order doesn’t arrive or arrives damaged despite being packaged securely. This helps give you more peace of mind while selling, and helps buyers shop with confidence.

Since the program launched in 2022, Etsy Purchase Protection has supported over 294,000 sellers around the world across more than 1.4 million orders. As our marketplace continues to evolve, we’re updating the program to better meet the needs of sellers and buyers alike.

Starting May 7, we’re making updates based on what sellers have told us matters most: expanded protection for higher-value orders, increased human review for complex cases, and clearer expectations for eligibility. We’re also updating timelines to help issues get resolved faster.

Below, we’ll walk through what’s new and what it means for your shop.

What’s new

Expanded coverage for high-value orders

We heard you want more protection for higher-value orders. Previously, Etsy Purchase Protection applied only to orders totaling $250 USD or less.

Now, all eligible orders can receive up to $250 USD in coverage (including shipping and taxes collected on Etsy), even if the total order value exceeds $250.

For example, if a $400 order is eligible and the buyer receives a refund due to an issue outside of your control, Etsy will cover $250 USD of that refund.

Clearer eligibility requirements

Etsy Purchase Protection is available to sellers who provide great customer service. To qualify, you’ll need to:

Meet Etsy’s minimum customer service standards

These measure your performance across four areas: message response rate, on-time shipping and tracking, average review rating, and case rate. You can learn more about these in the FAQ section below or by visiting the Help Center.

Respond to Help with Order messages within 48 hours

When a buyer sends a Help with Order message, it’s your opportunity to work together and resolve the issue directly.

Ship orders on time

As a reminder, Etsy Purchase Protection also requires sellers to ship orders on time. This includes:

• Marking the order as shipped
• Uploading valid tracking information or using a shipping label purchased on Etsy
• Shipping items on time

Where available, we will look at carrier scans to confirm that the order was shipped on time. We include a buffer of at least two days when evaluating carrier scan times to account for delays outside your control.

We also recognize that tracking may not be available in some cases. In these cases, tracking scans aren’t required. For example:

• Some regions (such as the UK) may not consistently provide first-origin scans
• Certain shipment types (like letters or flats) may not include tracking

We recommend saving your shipping receipts for your records.

More human review for complex cases

We heard from sellers that you’d like more opportunities to weigh in—especially when eligibility isn’t clear. That’s why we’re expanding human review by nearly doubling the number of people reviewing cases, so complex cases receive additional review for both you and your buyers.

While high-value orders are always reviewed by a human, this expanded review will help us take extra care in situations where eligibility may not be straightforward—such as some cases involving items that arrive damaged or are reported as not as described.

This does not mean every case will be reviewed by a human. As a global marketplace with millions of buyers and sellers, there are some cases where we still need to rely on automated reviews. Our goal is to ensure that especially complex issues receive additional review and consideration so that you and your buyers get the support you need, in the moments that matter most.

A shorter window for buyers to open cases

Buyers can now open a case for up to 30 days after eligibility begins.

This keeps Etsy in-line with industry standards and helps issues get resolved sooner. It also makes it easier to gather important details—like carrier information—while they’re still available to help quickly resolve a case.

Clearer late delivery definition

Etsy Purchase Protection covers orders that arrive late. An order is considered late if it arrives 7 or more days after the estimated delivery date. This buffer helps account for carrier delays outside your control. During high-volume periods, like holidays, we may expand late delivery coverage to give buyers more confidence their order will arrive on time.

Why we’re making these changes

We know that running a shop takes care, creativity, and a lot of behind-the-scenes work—from packaging orders thoughtfully to communicating with buyers and shipping on time.

Etsy Purchase Protection is one of the ways we aim to support you as you grow your business and navigate the unexpected.

By continuing to evolve this program, we’re working to ensure Etsy Purchase Protection remains a reliable source of support for sellers who provide dependable service—so you can focus on creating, selling, and building your shop with confidence.

Have feedback on this change? Share your thoughts with our team through this brief survey.

FAQs

What makes an order eligible for Etsy Purchase Protection?

Orders may qualify if they’re shipped on time, include tracking or a shipping label purchased on Etsy (where available), meet Etsy’s customer service standards, include a seller response to the Help with Order message within 48 hours, match the listing description, and your shop is in good standing. Check out the full eligibility criteria in the Help Center.

Does Etsy Purchase Protection include taxes and shipping in the $250 coverage?

Yes. The $250 USD coverage cap applies to the order total, including shipping and taxes collected on Etsy.

What happens if a buyer opens a case after the 30-day window?

Buyers can’t receive a refund after the 30-day case window except in rare cases, such as when an item wasn’t shipped within 30 days of the estimated delivery date.

What counts as responding to a Help with Order message?

Responding directly to the buyer within 48 hours counts toward the requirement. Automated responses—such as an auto-reply while on vacation mode—can also count as a response if they acknowledge the buyer’s message.

What are Etsy’s minimum customer service standards?

Etsy’s customer service standards measure seller performance across four areas: message response rate, on-time shipping and tracking, average review rating, and case rate. Meeting these standards helps create a positive experience for buyers and maintain search visibility on Etsy. Sellers who consistently exceed them may also earn Star Seller badges. Learn more about Star Seller in the Help Center.

Should I buy additional insurance for orders over $250 USD?

Etsy Purchase Protection covers all eligible orders up to $250 USD, however, you may want to purchase additional shipping insurance through your carrier to help protect higher-value shipments. Sellers often choose insurance for items that are expensive, bulky, or fragile.