Show:
Etsy Gift Cards
Checkout Issues
Chargebacks
Reviews
Buyer: General Concession Guidelines
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

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.

100

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

30-45 days

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
100

What would you do if a buyer contact us with a concern regarding an spell and it is looking for a refund? What type of refund would you provide? 

Concessions (MIR/ECR) should NOT be issued for metaphysical services, such as spells, tarot or psychic reading orders, etc. 

Direct all buyers to file a case for ND, or NAD. 

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.

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.

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. 
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.
200

Buyers can get a concession for wedding (i.e., wedding gifts or items purchased for their wedding) and funeral items if the order value is below? 

$100 USD.

300

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

 EU buyer must check waiver box 

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.

300

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

DO NOT refund the order,

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. 
300

Mention the amounts for an [EPP PRE-CASE] Concerns ND, AD, NAD and if its a top buyer. 

For ND/AD: Etsy Payments orders up to $20 (or less):

For NAD: Etsy Payments orders up to $50 (or less):

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.

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
400

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

CB UNA

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
400

Can we provide a concession to a Top Buyer that forgot to use a coupon?

Yes, we can issue a small MIR up to $5 USD

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.

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.
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). 
500

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

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

500

What can we do with a buyer that typed in the wrong email address at the check out and now can't access the order to file a case? Can we provide an concession if its less than $100 or escalate it to Buyer Support T2?  

  • EP orders $100 and under - Provide a concession 
  • EP orders over $100 - Escalate to Buyer Support T2