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Updates to Etsy Purchase Protection
Hi there,
I’m James, Vice President of Customer Operations at Etsy. I lead our global teams across customer support, trust and safety, and international operations to help ensure a safe, reliable experience for millions of buyers and sellers worldwide.
I wanted to share some updates to Etsy Purchase Protection—many of which were shaped by seller feedback.
Etsy Purchase Protection is designed to support sellers when issues happen that are outside of your control—like when an order doesn’t arrive or arrives damaged despite being packaged securely. Since launching in 2022, the program has supported 294,000 sellers around the world across more than 1.4 million orders worldwide.
Starting May 7, we’re introducing updates to give you clearer expectations about how the program works, while improving how we support you when issues come up.
Here’s a quick overview of what’s changing:
Expanded coverage for higher-value orders
Etsy Purchase Protection may now cover buyer refunds of up to $250 USD per eligible order, even when the total order value is higher than $250.
Clearer eligibility expectations
To qualify for coverage, sellers will need to meet Etsy’s minimum customer service standards and respond to Help with Order messages within 48 hours.
As a reminder, you’ll still need to ship orders on time and provide tracking when available. Etsy may also use carrier tracking scans, in addition to sellers marking the order as shipped and uploading valid tracking, to confirm that an order was shipped on time.
More human review for complex cases
We’re expanding the number of people reviewing cases to help ensure complex situations are evaluated fairly for both buyers and sellers.
Shorter case window for buyers
Buyers can now only open a case up to 30 days after the estimated delivery date, making it easier to gather important details—like carrier information—while they’re still available to help quickly resolve a case.
Clearer late delivery definition
An order is considered late if it arrives 7 or more days after the estimated delivery date. This buffer helps account for carrier delays outside your control.
If you’d like to learn more about these updates—including how the $250 coverage works and what’s required for eligibility—you can read the full details in the Seller Handbook.
Thanks for taking the time to review these updates, and as always, we appreciate everything you do to create great experiences for buyers.
James has been at Etsy for over 10 years and leads our Customer Operations team. Outside of work, he’s likely on a run around Queens or spending time with his daughters. Right now, he’s shopping on Etsy for unique home decor to bring his latest renovation to life.
Have feedback on this change? Share your thoughts with our team through this brief survey.
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