Cannot Purchase Label
What is the first step you should take if a member cannot purchase a label?
Check if the label Can be purchased or Cannot be purchased.
Where you can find the adjusted shipping label?
Go to seller’s Atlas > Shop Shipping > Shipping Labels Dashboard
What you should tell to a member who's asking if a case will hurt the shop?
A case by itself does not impact your shop. It’s important to note that a track record of frequent or multiple cases could impact your shop.
What is the difference between Manual and Fixed Profiles?
Manual or Fixed Cost shipping profiles are the only option for setting shipping costs for sellers outside the US and Canada.
What you should tell to a member that is asking my customers no longer be charged handling and/or package fees?
Starting March 19, your customers will no longer be charged handling and/or package fees. To still account for these costs consider moving them into your item price.
What you should advise to a member if an address contain Special or accented characters?
Punctuation like - / “ * and others can be an issue. Can be deleted. These can be replaced with their equivalents by editing the address on the right of the label purchase page.
What do you need to make sure in the adjustment?
IF it is a charge, not a credit, If there was a credit, instead of a charge, use the appropriate talking points.
What is the first thing that you will check for for a case resolution.
Figure out who paid for the refund. Sometimes a seller believes they paid for the refund, but actually Etsy covered the refund.
Where you can check if it is a manual profile or calculated?
On the seller’s “Member Lookup” page, scroll down to and locate the Shipping Profiles dropdown. Use Ctrl+F to locate a specific Shipping profile.
What are the package choices those are divided into 3 "groups"
Etsy Common Package Sizes, Custom and USPS Flat Rate or USPS Regional Rate
Can a seller purchase up to 5 shipping labels for a single order?
No If the seller needs more than 5 labels for a single order, they will need to purchase postage from another source.
Can a seller get an adjustment on Global postal labels?
The amount a seller is charged when they purchase a Global Postal Shipping shipping label is an estimated cost.
Global Postal Shipping can charge or credit a seller’s Etsy Payment account if they find the package has a different shipping cost than the seller originally paid.
For arrived damaged cases will be Etsy covering these during the year?
Etsy will cover one refund per year, as long as the order also qualifies for Purchase Protection.
What you should do if a seller reports shipping cost is too low with only manual fixed cost profiles?
First thing to check if shipping cost is too low, double check 0.00 is set for the "Additional item" cost, order is manual shipping cost.
What you should advice to a seller that cannot purchase a label due to Buyer shipping address is too long?
Advise seller to contact the buyer for an updated address. (These should NOT be shortened without the buyer being involved!).
How a can a seller fill an appeal for USPS adjustment?
They can contact USPS by phone or email to fill a claim, Approved disputes are automatically credited to the shop's.
If a seller is asking for a credit due to NA Case and seller didn't disputed this case outcome with us what you should do?
You must advise the seller to dispute the outcome of this case.
What you should tell to a members that wants to exclude certain countries from being able to purchase from them?
With manual shipping profiles, the shipping destination “Everywhere Else” must be removed, and then add the specific countries that you’ll ship to.
Etsy is trying to make me purchase 3 labels for this order. I can ship it in 1 package. How do I purchase only 1, and why did this happen?
You will need to guide the member to editing/deleting a label before it's been purchased.
Can a Seller purchase a label for a Military/APO/FPO/DPO Addresses?
No We can't yet support military/APO/FPO/DPO addresses.
Shipping from these addresses needs to be purchased separately.
What you should do for Fedex Adjustments over $500 per label?
Adjustments over $500 per label, escalate to T3.
If a VIP shop is requesting a refund for a ND case of $450 would you provide an MLA for this amount?
If the Seller is a VIP Shop, then they may be issued an MLA of up to $500 once per quarter.
Can a Member with Fixed profiles offer Shipping Upgrades?
Yes Shipping upgrades can be used to set additional shipping options such as: Insurance, Expedited Service, Tracking, Another shipping provider.