Trust Makes Etsy Possible
Learn how to protect yourself in the Etsy marketplace, whether you are a buyer or a seller.
Use Our Tools
Etsy provides a variety of tools to help you verify that a seller is reputable. Be sure to check out a seller’s reviews, shop policies, and About page. Contact the seller by using Etsy conversations (“convos”) to clarify any points of confusion. For your own protection, be sure to keep all communication on Etsy.
Check in With Your Seller
Keep track of any relevant dates. Did the seller give you a ship-by date or processing time? Is your purchase shipping from overseas? Remember that Etsy provides a limited window of time for you to open a case, and that third parties, such as PayPal, may have an even shorter window.
Use Our Case System
In the unlikely event something goes wrong, use Etsy’s case system to resolve disputes, including instances where an item was not delivered or is not as described in the listing. If you are unable to come to a resolution with the seller, you may escalate the case for resolution by Etsy.
Sellers on Etsy are expected to provide a high level of customer service. Etsy’s teams monitor problematic behavior based on our Seller Service Level Standards. Sellers who persistently contribute to a negative buyer experience will not be allowed to sell through Etsy.
Protecting Your Reputation
We understand that as a small business owner, your reputation is everything. Abuse of our review system will not be tolerated and reviews that violate our policies will be removed.
We Recognize Good Customer Service
When investigating disputes, Etsy carefully weighs your account history. Sellers who have an account in good standing are more likely to have disputes resolved in their favor.
If a buyer reports that an item has not been delivered or is not as described, as long as you have followed the Seller Protection Policy, Etsy will attempt to help you resolve these disputes. We strive to protect sellers regardless of the price of their listings.
In many cases, our fraud specialists and automated detection systems intercept and stop fraudulent transactions before they are completed. If a fraudulent or unauthorized transaction does occur, Etsy investigates and can often resolve the issue without needing to contact you. For sellers who use Direct Checkout, Etsy will work with you to try to resolve any fraudulent or unauthorized transactions.
How You Qualify for Protection
Using Direct Checkout gives you the most protection on Etsy. Payments processed through Direct Checkout provide Etsy with the information we need to investigate chargebacks and cases filed against sellers.
There are specific requirements that you must follow to qualify for the Seller Protection Program. For more information, please read our Seller Protection Policy.Sign Up for Direct Checkout
We Safeguard Your Account Information
We are always monitoring the site for threats and risks caused by events happening both inside and outside our community, and we strive to ensure that your information stays safe. If we detect fraudulent activity or that an account has been compromised, we will limit access to your account and contact you.