Are Etsy Purchases Protected? Here’s What Buyers Should Know

Etsy, a prominent online marketplace for unique and handcrafted goods, provides a structured system to help safeguard buyers’ interests. Understanding the available protections is important for a smooth and secure online shopping experience.

Etsy’s Purchase Protection Program

Etsy’s Purchase Protection Program is designed to offer buyers a full refund for qualifying orders when specific problems occur. This program covers scenarios where an item does not arrive, arrives damaged, or differs significantly from its description or photos. It also applies if an item arrives after its estimated delivery date window.

There are specific limitations to what the program covers. Items arriving late due to circumstances beyond the seller’s control are not covered. Purchases exceeding $250 USD, including shipping and taxes, are also not eligible for the program. Excluded items include digital items, services, items picked up in person, or transactions completed outside of the Etsy platform. Buyer’s remorse or items altered by the buyer after receipt are also not covered.

Initiating a Resolution on Etsy

When an issue arises with an Etsy purchase, the first step for a buyer is to attempt a resolution directly with the seller. This is facilitated through the “Help with order” option in the buyer’s Purchases and Reviews section. Buyers should allow the seller a reasonable timeframe, typically 48 hours, to respond and work towards a solution.

If direct communication with the seller does not lead to a satisfactory resolution after 48 hours, or if the estimated delivery date has passed, a buyer can then formally “open a case” with Etsy. To do this, buyers need an Etsy account; guest checkout orders must first be linked to an account. When opening a case, buyers should provide specific details and evidence, such as the order number, screenshots of communications, and clear photos or videos of the item if damaged or not as described.

Cases must typically be opened within 100 days of the order’s estimated delivery date. Once a case is opened, Etsy reviews the information, and communication regarding the case takes place within the case log, with Etsy ultimately making a decision and potentially issuing a refund.

Seeking External Resolution

If a buyer is unable to resolve an issue through Etsy’s internal processes, or if the problem falls outside the scope of Etsy’s Purchase Protection Program, alternative avenues for resolution exist. A common external option involves disputing the charge with the payment provider used for the purchase, such as a credit card company or PayPal. This process is distinct from Etsy’s system and operates under the payment provider’s own buyer protection policies.

Payment providers may reverse a transaction if certain conditions are met, such as an item not being received or being significantly different from its description. Each payment provider maintains its own specific timelines and requirements for filing a dispute. For instance, PayPal typically requires disputes to be opened within 180 days of the transaction and often necessitates an attempt to resolve the issue with the seller first. Initiating a chargeback with a credit card company usually involves contacting the issuing bank, which then investigates the claim. It is important to note that pursuing a dispute with a payment provider may lead Etsy to close any open case related to the same transaction, as buyers generally cannot seek a double recovery.