In August 2022, we launched Etsy Purchase Protection—a program that helps support our sellers in the unlikely event that something goes wrong with an order. Since launch, Etsy Purchase Protection has supported over 294,000 sellers across more than 1.4 million orders worldwide, helping provide peace of mind for both buyers and sellers.
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’ve introduced updates that expand coverage, clarify eligibility requirements, increase human review for complex cases, and shorten timelines to resolve issues faster.
Etsy’s Purchase Protection program is designed to give buyers more confidence when shopping—and help you run your business with more peace of mind.
How does Etsy Purchase Protection work for sellers?
1. First, your buyer will send you a message
If your buyer has an issue with their order, they’ll first reach out via Messages from the Help with my order page. These messages are labeled “Help request” in your inbox.
You’ll need to respond to Help with Order messages within 48 hours to remain eligible for Etsy Purchase Protection.
2. Next, your buyer asks Etsy to review
If the issue isn’t resolved, the buyer can open a case. Cases won’t negatively impact your shop, search ranking, or Star Seller eligibility—they simply signal that Etsy should step in to help.
3. Then, Etsy reviews the case
Etsy determines whether the order qualifies for Purchase Protection.
We’ve expanded human review for complex cases—including higher-value orders and situations where eligibility may not be straightforward—to help ensure fair outcomes for both buyers and sellers.
4. Lastly, a resolution is reached
If the order is eligible, Etsy refunds the buyer and you keep your earnings up to $250 USD—no additional action required.
What makes an order eligible for Etsy Purchase Protection?
To qualify, you’ll need to:
- Meet Etsy’s minimum customer service standards (message response rate, on-time shipping and tracking, average review rating, and case rate)
- Respond to Help with Order messages within 48 hours
- Ship orders within your stated processing time
- Provide valid tracking information or use a shipping label purchased on Etsy (where available)
- Ensure your order includes an estimated delivery date
- Use accurate photos and descriptions
- Use Etsy Payments
Where available, Etsy may use carrier scans (with a buffer for carrier delays outside of your control) to confirm on-time shipping. Tracking may not be required in some cases, such as certain regions or shipment types.
My shop doesn’t accept returns. How is Etsy Purchase Protection different from returns?
A buyer may still be eligible for Etsy Purchase Protection—regardless of your return policy—if an item:
- Doesn’t match the listing description
- Arrives damaged
- Arrives late
- Doesn’t arrive
Otherwise, your shop’s return policy still applies as usual.
Does Etsy Purchase Protection cost sellers anything?
No. Sellers don’t need to pay or enroll—orders are automatically covered as long as they meet eligibility requirements.
I provided tracking information and the order is shown as delivered—why am I responsible for the refund?
Tracking is only one part of eligibility. Orders must meet all program requirements, including customer service standards, responding to Help with Order messages within 48 hours, accurate listings, and on-time shipping. If an order qualifies, Etsy will cover refunds up to the program limit.
How are refunds handled for transactions over $250?
All eligible orders can now receive up to $250 USD in coverage—even if the total order value exceeds $250.
For example, if a $400 order qualifies, Etsy will cover $250 of the refund.
When can a buyer open a case?
Buyers can now open a case within 30 days after the estimated delivery date.
This updated timeline helps:
- Resolve issues faster
- Ensure important details (like carrier data) are still available
- Align with industry standards
Words by Etsy Staff
