Our House Rules

Get to know Etsy's legal terms and policies

Our House Rules

Seller Protection Policy

Etsy's Seller Protection can offer a little extra peace of mind to eligible sellers. When you qualify, Etsy will work with you to resolve cases, investigate chargebacks, and help you deal with any other issues that come up with your Etsy shop. This Seller Protection Policy explains the steps you must take to be eligible for Seller Protection and the types of items and transactions that may be covered.

This policy is a part of our Terms of Use. To qualify for Seller Protection coverage, you agree to this policy and our Terms of Use.

1. Seller Eligibility Requirements
2. Order Eligibility Requirements
3. Items and Transactions Not Eligible
4. Seller Protection Benefits

1. Seller Eligibility Requirements

Eligible sellers are automatically enrolled in Seller Protection — there is no application process. Here's what you need to do to make sure your shop is covered:

A. Keep your shop in good standing (that means you're not violating any of Etsy's policies).
B. Enroll in Etsy's payment platform, Etsy Payments.
C. Fill out all of your Shop Policies (it's especially important to have policies for returns, exchanges, and custom orders). Your Shop Policies have to comply with Etsy's policies, as well as your local laws.
D. Use accurate photographs and descriptions when you list items.
E. Include reasonable and accurate processing times or ship-by dates.
F. Cooperate with investigations conducted by Etsy. Promptly provide any information requested by Etsy, and cancel and refund any transactions deemed invalid or unauthorized by Etsy.

2. Order Eligibility Requirements

Follow these steps to make sure your orders are covered by Etsy's Seller Protection:

A. Ship your order according to the processing time or ship-by date you listed or as agreed upon through Etsy Conversations.
B. Ship the order to the address provided on Etsy. If your buyer provides an alternate shipping address through Conversations, be mindful of fraud or scams. You may choose to cancel and refund the order and ask the buyer to purchase the item again with the corrected shipping address.
C. Mark the order as shipped after you send it out. If you use Etsy Shipping Labels, the order will automatically be marked as shipped.
D. Provide valid proof of shipping. Valid proof can include a shipping or tracking number that shows the order route and delivery progress.
E. Use Etsy Payments to receive payment for the order.

3. Items and Transactions Not Eligible

While most items and transactions qualify for Seller Protection, there are a few exceptions:

A. Items sold in person via the Sell on Etsy app.
B. Subscriptions or other transactions in which the buyer submits a single payment for recurring deliveries (like item-of-the-month clubs).
C. Transactions processed outside of Etsy Payments, for example, through standalone PayPal or a personal check.
D. Any order or transaction that is fulfilled by the seller despite notice from Etsy that the order or transaction in question is invalid, fraudulent, or under investigation.

4. Seller Protection Benefits

If your shop and the order in question satisfy the eligibility requirements, Etsy will try to help you resolve Non-Delivery cases, Not as Described cases, and chargebacks. We may have to request additional information from you. For Non-Delivery or Not as Described cases, we'll need you to respond to our inquiries within 7 calendar days or the time frame noted by Etsy in the case. If a chargeback is filed against you, we'll need you to respond to any inquiries within 3 calendar days or the time frame indicated by Etsy. If you don't give us the necessary information in time, we may not be able to help resolve the dispute. Please keep in mind that we can't guarantee a resolution in your favor.

Last updated on Feb 13, 2019