Buyer Refresher Nov 2025

Etsy Gift Cards

100

What are the 4 methods of looking up gift card information in Atlas:

 * Gift Card History

 * Gift Card lookup

 * Gift card recipient lookup

 * TDS Gift Card Status lookup

200

Are Physical Etsy gift cards available in all countries?

* Physical Etsy gift cards are now available to purchase in USD on Etsy.com.

 * Physical Etsy gift cards are also available in USD in select stores (Best Buy, Kroger grocery stores, Target, Walmart, Walgreens).

 * The store where the buyer purchased from will handle purchase support (such as activation) for these gift cards. Etsy will handle redemption support.

300

If we have a GC that shows digital_rights_not_waived what can we do?

 EU buyer must check waiver box 

400

What were the countries including in March 17, 2025 to have GC supported by by LGC? 

UK, Canada, Austria, and Switzerland. Previously, only gift cards in USD were backed by LGC.

500

What is the name we use internally when referring to the Etsy Gift cards? 

* TDS is the name we use internally for this company and is on the new Atlas page that agents can use.

* LGC is the name that members are familiar with.

Checkout Issues

100

Mention at least three of the reasons that can cause a card to be declined during checkout:

 * Typo in the credit card info.

 * Billing address and card address don’t match.

 * Purchase amount exceeds buyer’s card limit.

 * Fraud Response "Reject" - Escalate to Fraud Team using the macro: Escalate > To Fraud.

 * Fraud responses "Review" - Please follow the workflow from this Orders: Sale Marked "Not Paid or "Payment Processing" [https://app.getguru.com/card/TGGzjb6c/-Seller-Orders-Not-Paid-Payment-Processing-and-Not-Found].

 * Prepaid card has not yet been activated - The buyer needs to contact the card issuer to activate it.

200

What is the current experiment that started on April 9, 2025 to help with fraud ?

 * If a member reaches out about their card being declined and it relates to this experiment, it should auto-route to the correct team.

 * ACTION: There may be instances you need to use a macro to escalate these, but it should be rare. Please use the workflow below if a member is blocked from checking out to see if it relates to this experiment.

300

Can a Buyer from UK paid with a Discover Card? 

No. Since Discover cards only allow USD charge, any non-USD transactions will be declined.

400

Can you explain some of the Common errors:

payment_credit_card_auth_fail 

digital_rights_not_waived 

default_credit_card_expired 

no_credit_cards 

guest_cart_total_too_high 

• payment_credit_card_auth_fail -Card declined
• digital_rights_not_waived - EU buyer didn't check the box for digital items
• default_credit_card_expired -Saved card expired
• no_credit_cards - No payment method saved
• guest_cart_total_too_high - Guest checkout limit exceeded

500

Mention the types of discounts that can't be combined: 

• No: 20% off sale with 10% off promo code.
• No: 20% off sale with $10 off promo code.

Chargebacks

100

What is the timeframe Etsy gives to answer the chargeback on buyer's behalf.

30-45 days

200

What are the most common types of chargebacks:

• Fraud - This is when the credit card owner reports they did not make or authorize a transaction. This may happen when a credit card number is used without permission. 
• Non-Delivery - This is when a buyer successfully makes a purchase but doesn’t receive the item(s) purchased. 
• Not as Described - In this case, a purchase is made but the buyer receives an item(s) that is either different from what was listed on Etsy or from what the buyer thought they were purchasing.  
• Return - A buyer can request a chargeback if they’re not satisfied with the item(s) purchased and received. This could be for a variety of reasons, including damage. 

300

If there's a chargeback filed on a refundable, what can we do? 

DO NOT refund the order,

400

If chargeback is "UNASSIGNED" what macro can we use:

CB UNA

500

If the Chargeback has been ASSIGNED, can we provide the date and with the response?

• In the Chargeback history section take a note of the DATE we responded to the chargeback.
• Using the talking points, refer the buyer to the relevant financial Institution they filed the chargeback with (which is most likely the payment method they used at the time of the purchase). 

Reviews

100

Can a Buyer leave a review when no tracking information exists? 

• Buyers can leave a review:

•  After the EDD
• and—when no tracking information exists—when the case window opens

• Once the window opens, buyers can leave a review for 100 calendar days

200

What can we do with a buyer that is trying to leave a review of a square purchase and cannot do it? 

• Buyers won't be able to post a review when purchasing from a buyer with Square. 
• This is because the purchase is not linked to a buyer account. However, we can encourage the buyer to review the purchase in Square.

300

What would you do if a buyer want to leave a review saying: I love it! but it is unable to do it?

• Reviews must be at least 5 words.

• This is to ensure meaningful content is left for other shoppers to see. 

• The maximum amount of characters is 840.

• There is no max amount of words, just a max character count. 

400

I a member contact us saying that there was review manipulation, can we escalated it? 

No, only:

• Help the member with their concerns as normal. DO NOT mention the review manipulation.
• Add an internal note to the ticket:

1. Review Manipulation 
2. Link to review

• Escalate the ticket to CI using the macro: Escalate > To Conduct Integrity > Review Extortion

500

Is the star rating feature available in all devices and apps? 

The star rating feature is not available on the Android app yet.

ATO Action Steps / Seller concerns

100

What can we do if a member with a possible ATO is reaching out to us and it is not signed in? 

1. Click on the Events Icon in Zendesk

2.Below the requester message, you'll see the following information at the time the message was sent:

Indication of the Browser used

Requester IP address

Requester Location

200

What can we do if ATO RESET in an account is Triggered By "BOT" ? and we have the real account owner contacting us? 

• If Real Account owner:

1. Perform ATO Reset & Select Relevant Clean up actions
2. Follow the Verification flow (Buyer or Seller)
3. If verification is passed successfully, Click on the 'forgot password' link in Atlas & assist the member accordingly

300

When can we help at the seller unable to purchase on Etsy due to "overdue billing" or "failed micro deposit" freeze? Mention at least two of the requirements 

• These sellers are often inactive, meaning that:

They never had a sale in their shop

Or had no sales in the past 6 months

Or have no active listings

• They also may be unaware of the freeze and/or confused as to why they are unable to purchase or send a message to the seller due to these freeze states.

400

What can we do if the seller wants to keep their shop open with an overdue less that 5 USD?

•  Issue an MLA
•  Unfreeze the shop
• Respond with the third directive of the macro: SCT OB
• If the seller has any follow-up questions regarding their shop, follow the Escalation & Reassignment guide

500

What is a FAILED MICRO DEPOSIT and a seller want us to CLOSE their shop:

• Unfreeze the member's account first
• Close their shop. (This will allow them to place their order).
• Use Third directive of the macro: SCT FMD to respond.