Etsy’s Seller Protection Policy: How to Keep Etsy from Refunding Buyers Out of Your Money

Etsy Support explaining that orders over $250 are not covered by Etsy seller protection. Etsy initially took $600 from the seller’s account, but agreed to refund half of that when the shop owner complained. Etsy apparently later gave back the other half when legal action was threatened.

I’ve Analyzed Hundreds of Etsy Purchase Protection Cases to Give You the Facts, and the Ways You Can Prevent Unfair Forced Refunds

When Etsy announced its revamped Purchase Protection Program (PPP) starting August 1, 2022, quite a few sellers appeared to assume it would mostly work like the previous policy, with just a few new twists. Specifically, some thought that buyers would not get refunds for items marked as delivered, that “not as described” (NAD) and late orders would need to be returned prior to the refund, and that sellers would get a chance to post comments and evidence in the case files on Etsy.

All of that has turned out to be incorrect at least some of the time, and a small number of shop owners have now lost large sums of money (some more than $2000) on cases that would have been decided in their favour in the past. While Etsy does refund many cases out of their company funds as the program promises, there are much bigger gaps in seller protection than a lot of members realized. I’ve written this blog post to try to separate facts from rumours and wrong assumptions, and to lay out some of the ways our microbusinesses can protect themselves from these forced refunds. I have verified as many of these claim stories as possible, including screenshots of correspondence from Etsy.

After covering the basics of the PPP and how it has been playing out over the last 8 months - including some of the worst examples of refunded claims - I’ll move on to look at the things sellers should and should not do to reduce the possibilities of losing their hard-earned cash. Yes, there are a few ways to avoid forced refunds! Finally, this post wraps up with some bare-minimum changes Etsy needs to make to ensure that members - both buyers and sellers - aren’t penalized for circumstances beyond their control.

How the Etsy Purchase Protection Program Works

The Basic Policies

From a customer perspective, the PPP is fairly simple: “…we believe that you should always get the item you ordered or get your money back.” That includes:

Yes, Etsy has even refunded orders where the customer failed to pick them up at the post office.

1. Items are delivered, and arrive when expected

2. Items arrive undamaged, and

3. Items match the listing description.

Note that Etsy treats “arrive when expected” as “arrive by the estimated delivery date”; buyers can open a case for late arrival once that estimated date has passed. Etsy’s own legal policies state that “[i]tems that are received after the agreed-upon delivery date due to shipping delays” are ineligible for cases, yet that is not what is happening in many situations. [UPDATE (Sept. 13 2023): Etsy has now changed the legal policies to remove this exception.] (Etsy policies also state that “[i]tems that are returned without a return agreement” are ineligible, but they ignore that rule too.)

Etsy is also interpreting “items are delivered” on the buyer’s word alone, and is refunding packages that track as delivered, were signed for, or even were “late” solely because the buyer didn’t pick them up at the post office. Even photo proof of delivery is not enough to trump the purchaser’s claim that they didn’t receive the order. This is probably the largest change in how cases work, and it has caused a lot of anger, as some sellers do not feel they were warned it would happen. So Etsy is ignoring one policy and broadly interpreting another in favour of the buyer.

Etsy’s legal policies for Seller Protection are a little more complicated, and apparently somewhat less clear, given a lot of the confusion in the seller community since August 1. There is a long list of things that a shop must do to ensure any refund comes out of Etsy’s pocket instead of the shop’s:

1. Ship the order with tracking Etsy recognizes, or with Etsy Labels

2. Use Etsy Payments

3. Ship to the address on the order

4. Use secure packaging

5. Ship within the processing time on the order (missing processing times automatically disqualify the order)

6. Have legally-valid policies for returns, exchanges and custom orders

7. Have a shop in “good standing”, i.e., no recent Etsy policy violations

8. Submit insurance claims for damage or loss before Etsy is expected to pay

9. Have orders under $250 USD including taxes and shipping fees (orders above $250 are not eligible for seller protection, so the refund comes from the shop’s account)

(Note that not responding to a buyer help request within 48 hours is definitely an Etsy policy violation under point 7, as is not responding to any type of buyer message in a timely fashion. I am mentioning this here because more than a few forced refunds I reviewed hung on this point.)

Point 9 is the one that has caused most of the uproar in the seller community, but some of the other requirements are also problematic, since most countries do not have affordable tracking that Etsy can recognize through AfterShip, or access to Etsy Labels and Etsy Payments, and Etsy has made it difficult to ensure new and custom listings all have estimated delivery dates and proper return policies.

Let’s look at how those legal policies have been playing out since August 1.

The Facts about PPP in Action: Good, Bad and Surprising

GOOD NEWS:

• Contrary to some reports, Etsy does seem to be covering most of the cases out of Etsy’s own money. I’ve talked to several big sellers who had multiple cases opened against their shops, all for late or non-delivery, and Etsy refunded every one of them without taking money from the shop. Etsy is also upholding its commitment to covering orders with untracked Etsy Labels, one damaged-in-transit order per year, and NAD cases (especially if the buyer indicates via Messages that they really just have buyer’s remorse).

• For some claims, especially NAD/damage situations, the shop owner does get the chance to respond and present evidence in the case file, and an actual Etsy employee reviews the case. Not every decision is automated.

• Despite covering many buyer refunds in the last several months, Etsy says the program is running within its budget.

• Etsy has transformed the nature of cases so that opening a case no longer automatically hurts a seller. From my early August 2022 news update: “Etsy says that [cases] will no longer count against sellers as of August 1. Cases will no longer affect search ranking, for example; they’ve been removed from the Search Ranking Policy Page as of July 6 … It is also explained on the general buyer info page: “What does a case mean for a seller? We understand sometimes things don't go as expected, and the case system is designed for Etsy to review the situation and do our best to find a resolution that works for both parties. Occasional cases will not impact the shop.”
  Breaking Etsy policies and poor customer service leading to cases will of course still go against the seller, and multiple cases opened at once may trigger automatic marketplace safeguards such as deindexing, but one case now and then is no longer automatically a bad thing.

• The PPP is likely a positive improvement for many Etsy shoppers, and that is great for the site as a whole. For example, untracked packages with proof of shipping previously resulted in cases going against the customer; Etsy did not usually refund the buyer and the merchant was not required to do so either. The old system obviously needed some improvements.

BAD NEWS:

• As stated earlier, orders over $250 USD (including tax and shipping charges) do not qualify for Etsy Seller Protection. This means that sales of expensive items, and orders of multiple less expensive items, now put the average business owner at some risk. There are no exceptions.
  Even when Etsy took the unusual action of stepping in on a claim of not as described/damaged for an over $250 order, the seller still ended up losing everything, including the return shipping label expense, and ultimately, their shop. (This is one of the claims I was able to verify; shop owner Jennifer Sticht consents to me telling this story.)
  The customer opened a NAD claim. Etsy did ask the buyer to enter proof of return into the case file before Etsy issued the full $400 refund; the buyer provided package photos and active tracking, so they got the full purchase price back. There wasn’t enough money to cover the refund in the shop’s payment account, nor a valid credit card on file to charge it to, so Etsy suspended the shop until the balance is paid off. Meanwhile, the customer contacted USPS as soon as they had the refund in hand, and cancelled the return, redirecting the package to the buyer’s address. Ms. Sticht has refused to reimburse Etsy the remainder of this refund, so Etsy has closed the shop. In the past, sellers had the discretion to wait until they received the item back before refunding, but Etsy has taken that away from us.

After Etsy forced the customer to return the item using a shipping label purchased by the shop owner, the customer contacted USPS and redirected the package back to themselves, meaning the seller lost everything.

• Etsy tells sellers to insure their shipments to cover losses from claims, but there are no insurance providers that cover everything Etsy refunds for. Most won’t cover parcels that tracking reports as delivered, for example. A few, such as U-PIC, will cover items that are lost while still in transit, but not if there is “verified delivery (e.g. Picture proof delivery, delivered and signed for, video footage of the delivery”. Furthermore, almost all of these companies - including U-PIC - require the intended recipient to attest to the fact they did not receive the package, but Etsy will force a refund regardless, so the buyer has no impetus to cooperate with the insurance claim if they only care about the money.

• Etsy shops are given 48 hours after a customer “help request” to resolve any issues; only after that can the buyer open a claim with Etsy. Problem is, any previous Etsy Message between the 2 parties can count as that “help request”, so the clock may have already expired when the problem first arises. I saw this with my own eyes on a purchase in November 2022. The shop owner and I sent several messages back and forth prior to my order, so I could have opened a case against her without notifying her of any issues. Etsy deemed the 48 hours to have already passed. Many other shop owners have reported this bug worked against them, leaving them blindsided by the resulting case.

• The usual Etsy bugs and glitches mean that the wrong decisions are getting made in some cases decided by bots. For example, one shop lost a case because Etsy said the order shipped late - and cited the actual shipping date as the date that was missed. (See the screenshot below.) While the seller successfully appealed the claim and got the money back, appeals are never guaranteed. Plus, sending Etsy multiple emails to resolve an Etsy mistake takes precious time, which is often in short supply for the average microbusiness on the platform.

• Despite the stated intent of PPP, some buyers are not getting their chosen resolutions respected. Shoppers who wanted a replacement, repair, or partial refund often end up getting full refunds from Etsy instead. Etsy Support is not always applying the reason behind the PPP - buyer trust - when they are “helping” those buyers.
  When one of my guest customers’ order ended up in a USPS loop between 2 depots in the wrong state, I suggested they create an Etsy account off of the order and then open a case. They weren’t able to figure it out for themselves despite my instructions and links, and Etsy Support apparently refused to convert the guest purchase into an Etsy account, even though they had helped some of my previous customers with this task. Not every buyer will be internet savvy; if PPP is supposed to be catering to shoppers, Etsy should actually do that instead of turning them away.

SOMEWHAT SURPRISING NEWS (AT LEAST TO SOME):

• Etsy definitely intends to cover most if not all orders that porch pirates steal, or that were misdelivered. That is crux of the guarantee. Etsy is not interested in making buyers wait while delivery companies do investigations. This is confirmed by many, many cases being refunded in full despite tracking/signatures/photos/GPS coordinates showing the package was correctly delivered and on time.

• We’ve seen full refunds where the buyer admits to entering an incorrect address. Remember, if the purchase does not qualify for seller protection for one of the 9 reasons, Etsy will usually issue a refund on behalf of the seller. Surely the buyer providing the wrong address should not be the shop owner’s fault?

• Etsy is refunding orders that were late due to shipping delays beyond the control of the seller, sometimes the very delays that Etsy claimed they would issue exceptions for. For example, despite Etsy staff stating that Etsy was “[r]egularly updating estimated delivery dates for international shipments originating from the UK to account for delays” after the Royal Mail ransomware incident, Etsy did force refunds for late packages after this event. Many involved items that were not covered by seller protection, such as orders over $250, and orders where the shop lacked legal policies under UK law, but I’ve seen a few instances where there was no obvious breach of the seller protection standards. Etsy decided that late arrival was an infraction, despite the known delivery issues they said they were accounting for.
  UPDATE (April 27, 2023): In a fairly unusual situation, Etsy this week did refund a seller over $600 for an order that arrived past the delivery estimate and where the customer had received a full refund from the seller’s money already.

It’s not clear why Etsy refunded in this example, as they had not been doing this for most reported cases in the past few months. The item being forwarded to a third country is obviously something beyond the control of the seller, and no shop should be expected to accommodate these rare incidents in their delivery estimates. It is possible Etsy may allow more appeals of this type of situation in the future.

• Given the seller protection rule about following all of Etsy’s policies, many in the Etsy community have assumed that certain policy lapses would automatically trigger refunds from the shop’s payment account. This has turned out to be false at this time for at least some breaches. For example, shops that ship to the EU and UK but don’t have EU/UK compliant return and exchange policies have still received seller protection on orders outside of those jurisdictions.
  Selling stolen intellectual property (IP) has also not been an automatic reason to lose seller protection, as long as there weren’t any IP claims against the shop. For example, a few shops that contacted me had obvious copyright and trademark issues, but Etsy paid case refunds out of Etsy’s own money for them.

• Etsy’s refund policy affects domestic orders as well as international ones, despite some shop owners assuming otherwise. While Customs delays may cause additional delivery delays, they are far from the only reason Etsy forces sellers to pay refunds.

Of course, Etsy can change the way they respond to particular situations at any time, so we can’t assume that the types of individual case decisions that have happened so far will continue. For example, it would be fairly easy for Etsy to start enforcing the part about obeying all Etsy policies much more stringently, even though they have been somewhat lenient so far.

I’ve also seen some contradictory decisions, especially with NAD claims. Some shop owners do not get a chance to respond to the case before Etsy makes a decision, and others do. In some examples, it is unclear whether Etsy has changed its position from the first months of the PPP, or whether employee discretion or employee error are involved in the discrepancies. If more examples help clarify these contradictions, I will update this post.

In short, don’t assume everything I have written above (or below) will work for you now or in the future. Etsy can and does change their own procedures, particularly policy enforcement, at any time.

How to Avoid Paying Out an Etsy Purchase Protection Claim (That Isn’t Your Fault)

Unfortunately, there is no sure-fire way to guarantee that PPP claims will only be paid out of Etsy’s money as opposed to the shop owner’s. If for some reason the order isn’t eligible for seller protection, you can do everything else right and still end up being forced to return the payment to the buyer. Sometimes, scammers will win, or you will simply have bad luck.

That said, there are certain common reasons that Etsy merchants win or lose the seller protection game, and not all of them are well known. Below are the best ideas extracted from my data.

1. Put disclaimers and terms of sale in the listing description. While most sellers no longer have the ability to write an extended shop policy page, in some jurisdictions the terms of the contract include the product description, and Etsy has honoured those in some claims I examined.
   For example, lines such as “colours may vary a bit on your monitor”, and “small variations between handmade items are normal” have been cited by Etsy Support as reasons for deciding NAD cases for the seller. Include the fact the item is custom-made for the purchaser where true. (If possible, collect those details through the personalization option on the listing page.) Always mention that the item is not the exact piece pictured in your first image (unless it truly is).
   Just ensure that the text you add both complies with Etsy policies and is legal in your jurisdiction and the customer’s.

On at least one occasion, Etsy did issue a partial refund out of its own money when an order was over $250 USD, possibly because it was shipped in 2 separate boxes but only 1 went missing.

2. Pack multiple item orders over $250 into different packages. I’m hesitant to push this option strongly since we only have one example of it being tried, but it is worth a shot. Sue from MeerkatsManor had a customer purchase 5 separate items for over $300, which calculated shipping split into 3 shipments. She managed to pack them in 2 boxes and refunded the buyer one shipping charge. GPS tracking by USPS showed both packages were delivered to the garage. Unfortunately, 1 box went missing after delivery. The buyer opened a claim with Etsy because the buyer’s credit card company insisted on taking this step before they would help. Etsy paid a partial refund for the contents of the missing parcel only, for over $200.
Please note I would not rely on this working for everyone, since the situation was fairly unusual:
i) Etsy closed the case on day 2, then reopened it on day 3 before reimbursing the buyer for the lost package,
ii) the buyer’s mention of the credit card company’s involvement may have spurred Etsy’s action here,
iii) the order was automatically divided into multiple packages because of calculated shipping, making it impossible for some to attempt,
iv) this may have been a bug due to the 2 tracking numbers, and Etsy could have fixed that bug since.
If possible, merchants could set up custom orders as 2 or more orders totalling under $250 each including taxes and shipping, but that won’t be an option on most over-$250 purchases.
Also, do not do this on non-domestic orders without consulting your customer first, since multiple parcels could trigger multiple brokerage charges for the buyer on delivery.

3. For some situations, using different insurance may be worthwhile. As mentioned above, some insurance options such as U-PIC will cover parcels that disappear in transit. According to U-PIC Assistant Claims Manager Nick Ordonez, “A claim can still be filed on a shipment that shows it was delivered and the customer is assuming it was stolen or possibly delivered to the incorrect address however, if there’s been verified delivery ( e.g. Picture proof delivery, delivered and signed for, video footage of the delivery) than any incident of loss/theft after delivery would not be covered by our coverage.” [via personal email]
This might work for any carriers that do not have GPS coordinates for deliveries and do not take photos etc. However, don’t forget you will need the customer to fill out a short form stating they didn’t receive their order. That won’t always be possible if you have an angry customer that Etsy has already fully refunded.
Self insurance - where the business increases item prices and/or shipping fees to cover any losses in-house - can also be a viable way to protect yourself from losing money even if Etsy does force a refund. Many of us without affordable tracking options already use this method, as it is often cheaper and faster than third-party insurance, and the business owner sets the rules. However, some lower-volume sellers can find it stressful, as it requires either a large price increase or a relatively-high volume of sales to cancel out one large loss. Some may also feel uncomfortable raising prices at a time when economic pressures are making some shoppers more cost-conscious.

4. Do not ship late, ever. The package should enter the mail stream/be handed to your shipping company on the day printed on the label, and that day cannot be later than your processing time for the order. If you can’t get the order in the mail by the last day of your processing time, you must extend the processing time officially through the Orders page, or cancel the order. There are no other options that won’t get you in trouble with Etsy.
Shipping on time is a seller service level standard that all of us are required to follow, and failing to do so can lead to many issues beyond losing seller protection, including permanent suspension of all of a seller’s shops.

5. Have accurate processing and delivery times on every listing. As mentioned above, custom/private listings do not automatically have an estimated delivery date added, and a few sellers were caught by this omission. It’s a good idea to check periodically that all of your listings still have processing times.
For those of us using shipping profiles instead of calculated shipping, extend the delivery estimates where necessary, especially when you learn of problems with your shipping carrier, or if the automated estimates are unrealistic. Since Etsy sometimes updates delivery estimates from major carriers without seller input, using “other” as the carrier may be the only way to control this problem. Buyers usually cannot open a late delivery case until after the estimated delivery time, so this solution helps reduce claims from impatient shoppers who expect overnight delivery from halfway around the world.

6. Have return and exchange policies on every listing. Some members I talked to were unaware that Etsy removed the old shop policies format in October 2022, and some that knew about it assumed all of their existing listings had return and exchange policies transferred successfully. As you can probably guess, not all of those transfers were successful, leaving sellers on the hook for refunds Etsy would have paid for otherwise.
Sellers must use the “official” policy format, even if they have more detailed policies within a listing description.

7. Answer buyer help requests as soon as possible, well before the 48 hours is up. Autoreply does not appear to cover all of these requests at this time, unfortunately. The sooner you reply to the customer, the more time you have to head off a case, plus if you don’t reply within 48 hours, you will generally lose the claim automatically.
I realize this means we are expected to check in every single day of the year - even on weekends and vacations - which seems like something a company that claims they want to “keep commerce human” would want to avoid. Unfortunately, there is no way around this if you don’t want to lose cases.

8. Do everything possible to avoid cases. It is impossible to avoid getting the occasional case filed against you if you sell enough. However, there are ways to prevent many questions or complaints from escalating to full claims, and Etsy does expect shop owners to do everything they can to help customers. Avoid lines such as “it’s out of my hands” when discussing shipping delays. Instead, do your best to empathize with your customer’s frustration, make them feel heard, and try to offer solutions.
For example, provide buyers with detailed information on how to locate their order, such as the USPS “Where is my package?” page. Give them news on delays in their area. Put yourself on the same side of the issue instead of setting the 2 sides up as opponents, by saying things such as “I had a birthday gift take 3 months coming from overseas last year. I know it is frustrating!”
Yes, this can work with even the surliest of human beings, so you should always try to be extremely kind and helpful, at least at first. I’ve had people turn around and apologize after receiving my response to their fairly aggressive help request. For more examples on how to deal with unhappy customers, check out the Help Scout blog, including their posts on “How to Apologize” and setting the right tone.
Pro tip: using a business card listing only your website or email address (and not your Etsy shop URL) as contact info can funnel damage and “not as described” (NAD) complaints away from Etsy Help requests and to your email and website . This gives you more time to turn unhappy folks into calmer ones.

9. If it looks like you can’t head off a case on an item being challenged for NAD or damage, send the customer a return shipping label. In at least some NAD claims, Etsy has asked the buyer to submit proof of the return shipment before they issue the refund. Then, notify Etsy you have done so.
In general, if you are pretty sure a case is going to happen, it is best to contact Etsy Support through live chat or by telephone call before the claim opens, and describe the issues and your concerns as briefly as possible. Stick to the relevant facts and highlight your customer service skills (such as sending a return label). This may catch an Etsy employee’s attention if the case does happen.

10. Once a case is opened, reply in the case log as quickly as possible. Keep it short and precise; employees reviewing cases apparently do not have much time for each one. Emphasize what you have done correctly, in particular anything you have done to help the buyer.
Point to anything in your shop policies or the listing that supports your side, but avoid negative comments about the customer; e.g., “they’re a scammer” is not something you should ever say in the case, even if it is true! If the buyer insists they didn’t receive your package, but has already posted to multiple photos of the item to Instagram, mention that in a matter-of-fact way and let Etsy staff draw their own conclusions.

11. If you lose a case and Etsy takes a refund from your payment account or credit card, you can still appeal the outcome. While the appeal page says it is for NAD and damage claims only, go ahead and use it whenever the decision seems wrong. For example, the situation above where Etsy automation said the package shipped late when it actually shipped on the correct day would be something to appeal in this manner. Late delivery of items due to weather or carrier error should also be appealed, given the recent example above. Definitely appeal any situation where Etsy did not follow its own legal policies, such as where the buyer returns the item without getting agreement from the shop first. Always state the main reason for the appeal, using Etsy’s own words if possible.
UPDATE (May 7, 2023): If you feel that Etsy is not understanding your appeal, contact Etsy by phone or live chat. One seller who lost a case where the buyer uploaded a photo from another shop as proof of NAD was able to get a full refund from Etsy once they found someone at Etsy to listen to them.
If you lose the appeal and have not violated any Etsy policies, look at legal options. A few sellers claim to have received their money back after threatening Etsy with/through a lawyer, including the shop in the very first screenshot of this blog post. If you need help finding legal assistance in your area, please contact me, or comment below. (I’ve been collecting a list of free and discounted legal help for small businesses and artisans, but haven’t had time to publish it yet.)
The Indie Sellers Guild is also attempting to get a large-enough group together to create a legal challenge; if Etsy forced you to refund a buyer unfairly under this program and are interested, please email me and I will add your name to the list, or contact the Indie Sellers Guild directly.
In some jurisdictions, local laws may require the buyer return the product to get a full refund, and it would be useful to push Etsy on this point.

What Else Can Sellers Do?

While there isn’t much you can do to protect yourself from a forced refund of an order over $250, there are other actions concerned Etsy community members can take to send Etsy the message that this seller protection plan is not fair.

- Lobby Etsy for changes. While the company is unlikely to roll back PPP, they do sometimes make changes after an outpouring of complaints. Tell Etsy they need to:

1. Make buyers challenge the delivery company if a package had signature confirmation but the buyer says they didn’t get it.

2. Stop issuing refunds when the package is waiting at the post office/depot but the buyer hasn’t picked it up.

3. Make the upper threshold for seller protection higher than $250.

4. On orders larger than $250, insist the buyer return the item/s before any refunds can be issued.

5. Compel buyers who open cases to participate in any investigations required by insurance before they can get their refund.

6. Fix the custom listing tool so that estimated delivery dates and return policies can be added before the link is sent to the prospective buyer. (There is no obvious reason for Etsy to have destroyed this previously-useful tool!)

7. Fix the “Help Request” function so that only a request for help starts the case application time clock.

8. Stand by delivery date correction promises, when a shipping service has delays and Etsy has acknowledged them. These were the most mind-boggling refunds I encountered. If Etsy says they will extend the delivery dates to cover for delays, they should do it. Remember, Etsy’s policies state that shipping delays are not a valid reason for a case, but the corporation is ignoring that rule quite a lot, often at the expense of the seller.

9. Give shops on vacation and on weekends/off hours longer to reply to cases.

10. Allow shops in good standing but outside of Etsy Payments countries to be eligible for seller protection. Etsy used to force sellers to issue refunds from PayPal in certain circumstances - why not now?

11. Accept proof of shipping and/or delivery confirmation instead of tracking where tracking is not affordable or even available. (Remember, Etsy’s own systems cannot read all valid tracking anyway - why should sellers in some countries be punished for this?)

12. Allow customers to ask for a partial refund instead of a full refund. If PPP is about the buyer, why not let the buyer decide to take less money when only part of the order is problematic?

- Take Etsy’s survey on the Purchase Protection Program, and let them know what you think.

- Stop selling items over $250 on Etsy. This is an extreme suggestion, but if more merchants followed it, Etsy would take notice.

- Spread the word. I am constantly shocked that so many sellers haven’t heard about these changes yet; they only find out once they lose hundreds or even thousands of dollars on an order that Etsy used to cover. Don’t let that happen to anyone you know.

Have stories I haven’t covered above? Please contact me, or leave a comment below.

This post will be updated with new information when it becomes available.

UPDATED: September 13, 2023 to explain an official change in Etsy’s Cases Policy and Purchase Protection Program for Sellers Policy.