Show:
Etsy Purchase Protection
Shipping and Delivery
Buyer Cancellations
Account & Listing State and Refunds
The Review System
100

Under Etsy Purchase Protection, buyers will receive a full refund for purchases that:

  • Never arrived 
  • Arrive damaged 
  • Do not match the listing description 
100

What do we need to check first if a member contacts us about delivery issues? 

Always check the order's tracking information

100

Who can cancel an order? 

Seller

100

If a seller's shop is actioned, what are the status? 

Frozen, banned, Permafrozen or Refundable), or a listing frozen or removed

100

Buyers are eligible to leave a review for how many days? 

100 days

200

Standalone PayPal orders are covered by Etsy Purchase Protection.


False

200

What are the four main concerns regarding shipping issues? 

  1. Tracking and Shipping Information
  2. Tracking Statuses 
  3. Researching Wrong Address Claims 
  4. Custom Fees
200

After how many hours buyers can still leave a review if an order got canceled and the review window its still open? 

up to 48 hours after cancellation

200

If the listing will be defined as actioned, what can we do? 

we can go ahead and refund the order

200

When cam buyers change their review? 

  • After the review period expires
  • After a seller responds to the review
  • After an order cancellation is fully processed
  • While a case is open for the transaction
300

What are the Seller Requirements for EPP?

The shop  be registmustered to Etsy Payments
Shop must be in good standing
Order is up to $250

 


300

Where can members find out more about Etsy Shipping information?

Shipping Labels

300

A seller may cancel a transaction only if? 

the cancellation meets all of Etsy’s policies

300

When can we provide a refund after a listing or an account is actioned? 

  • The buyer is in Good standing (If the buyer is not in not in Good standing follow Escalation and Reassignment(opens in a new tab) Guidelines). 
  • There is no chargeback filed for that order 
  • The Refund Window is open 
  • It's within your Refund threshold outlined here(opens in a new tab) 
300

What Are Etsy's Review Policies? Mention some of them

  1. Contain private information(opens in a new tab)

  2. Contain obscene, racist, or harassing language or imagery

  3. Violate our Anti-Discrimination Policy(opens in a new tab)

  4. Contain prohibited medical drug claims

  5. Contain advertising or spam

  6. Be about things outside the seller’s control, such as a shipping carrier, Etsy or a third party

  7. Contain threats or extortion(opens in a new tab)

  8. Include shilling(opens in a new tab) or otherwise falsely inflate a shop’s review score

  9. Undermine the integrity of the Reviews system

400

If a buyer didn't like their order, what is the first step they should take?

Contact the seller via the Help with Order Flow

400

Mention the Tracking Statuses

Pre-shipment" or "shipping label has been created"

 Accepted 

In-transit 

Out for Delivery 

Delivered, In/At Mailbox

400


When we consider a cancellation invalid? 

A seller has canceled a Standalone PayPal order without refunding their buyer

A seller cancels an order to maliciously prevent a review or case

400

What is a refundable seller? 

is an account status given by Trust & Safety. Sellers with this status are no longer fulfilling orders because of policy violations on their account.

400

When a seller believes a review violates our policies, what they do?

 they have the option to flag it for removal

500

What are the top 5 Checklist When Reviewing NAD, ND, AL or AD Inquiries? 

Order Payment Type

Seller & Listing Status  
Buyer Segment and Order amount

Case Eligibility & Refund Window 

Buyer Pre-Case Journey Status  

500

Why do we use the Trigger Update option?

to update

500

How can we help a buyer with an unresponsive Seller?

We can advise the buyer to file a Not-as-Described case.

500

What is the reason for issuing a refund that we have to select? 

Account Adjustment

500

What is a Seller Review Manipulation

A seller offers a buyer additional goods, services, or compensation in exchange for a positive review or the removal/revision of a negative review.