Cases Training

Not-as-Described (EPP)

100

If an Arrived late/did not arrive because of a tariff fee, what can we do? 

escalate to T3

200

Mention the two possible bugs that we can find in open cases: 

Some orders with chargebacks and buyers that were able to open a case beyond the original case and refund window

300

What can we do if the item is ineligible due to being altered, used, worn, washed, or discarded after receipt?

Close the case

400

If a buyer is claiming the item is fake, we can provide a concession on behalf of Etsy? and why? 

Yes, but only if the seller is a Star, VIP, Power, or Top seller

500

Name the EA that you will use if the seller does not respond to the case when was requested? 

CA NSC

Cases: Non-Delivery (EPP)

100

What can we do if an order is $1240

escalate to CT3

200

If we have a buyer with 5 or more cases in the past 12 months, and we have the proof that it was delivered and shipping on time what should we do? 

• Close the case
• Use the EA response CA BCA

300

If we have a ND case and we can see in the research that the item arrive/successfully delivered? 

Assign to the AD queue

400

What is the Eligibility Criteria: 

• Order is $250 or less
• Seller is NOT frozen, banned, or permafrozen
• Listing has NOT been actioned (frozen)
• Seller shipped by original or extended ships by date
• Valid tracking: "Yes" OR seller used an Etsy Shipping Label

• Etsy Shipping Label: any time a seller uses an Etsy shipping label, we consider that valid tracking. It doesn’t even need to show movement.

• Order has an Estimated Delivery Date (EDD)

• You may see "Order has EDD. Standard International issue". This is considered a valid EDD since the seller did in fact provide an EDD. It isn't listed on the Atlas order page.

500

What are the EAs we can use if an Etsy Credit is asked for?

Use the corresponding EA Response:

• RCE
• RCS

Cases: Arrived Damaged (EPP)

100

If we have a AD case and the member is concern with the  item quality, what can we do? 

Assign to the NAD queue

200

If I want to view images what tab should I use from the Atlas order page? 

choose the Compare tab and Messages

300

What can we do if we have a buyer that didn't provide photos of the damaged item?   

We can give the buyer 2 days to upload images of the item that arrived damaged, use the EA response CA 411

400

If we have a seller that has received more than one AD case in the calendar year, who covers the refund? 

The seller 

500

 If there is an attempt at review manipulation from either member in the case, what EA should I use? 

use the EA response CA RMC

Guidance: Cases - Refunds, Credits, and Concessions

100

If a buyer is Habitual, we can issue a refund for orders up to?

$100

200

For a NAD cases and Standard Buyers, what can we do? 

If the order is $24.99 or less, issue an ECR

300

How much we can give of concession to an Habitual Buyer, High Priority or One Time Buyer who wants to return an item?

MIR credit to help cover the cost of the return shipping up to $50

400

If any buyer has purchased a digital order by mistake and thinks they purchased a physical item, what can we do? 

Issue an Etsy-covered refund or MIR for the order amount up to $100 as a resolution

500

What is the name of the EA when issuing a Full Refund? 

Comment with CA IMF

EPP Basic Information

100

What are the three scenarios that the EPP covers? 

ARRIVED LATE (AL) NOT DELIVERED (ND)

ARRIVED DAMAGED (AD)
NOT AS DESCRIBED (NAD) 

200

If a member purchase as a guest, it will apply for the EPP? 

They must have an Etsy account to start a Help request

300

If a member is unsatisfied with an order that doesn’t meet the criteria for Etsy Purchase Protection what can we do? 

Check the seller’s policies to see if they accept cancellations, returns or exchanges.

400

Who is the responsible for paying any customs duties, import duties, or other charges imposed by their country's government? 

Buyers are responsible

500

Once the refund eligibility is confirmed, what do we do?

 Etsy sends you a confirmation email