Revision History - Seller Policy
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Version Comments
Several new changes and clarifications added.
Changes under "Vintage".
References to "Etsy Studio" have been removed.
Changes under "Building a positive reputation through our reviews system".
Changes under "Privacy and Protecting Personal Information".
Changes under "Etsy's Case System".
Changes under "Etsy's Case System".
Changes under "Etsy's Case System" concerning items not as described.
New sections on Privacy and Protecting Personal Information, and Ineligible Transactions.
Direct Checkout renamed to "Etsy Payments".
References to Etsy Studio added and other clarifications made; New terms related to Craft Supplies.
The paragraph about Interference has been modified under the section "Communicating with Other Etsy Members".
A new section has been added entitled "Creating and Uploading Content".
The section on "Creating and Uploading Content" has been removed; Terminology updates.
A new section has been added called "Creating and Uploading Content".
Section "What Can't be Sold on Etsy" modified.
A completely new version has been published.
The section "Provide Great Customer Service" has been changed.
"Google Product Listing Ads" seller tool removed from list.
A link has been added to a new document, the Multiple Shops Policy.
Seller tools list amended to include new items.
Mostly updates to phrasing and terminology.
A link has been added to an article on what is Handmade on Etsy:
This is the initial version that ParanoidPaul captured. It is not necessarily the first version of the document.
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	Etsy is a marketplace where you can sell your handmade goods, vintage items and craft supplies directly to buyers around the world. We want to make sure that you and your buyers have a positive experience on Etsy. Please read on to find out more about your rights, as well as what is expected of you, as a seller.  

	This policy is a part of our Terms of Use. By opening an Etsy shop, you’re agreeing to this policy and our Terms of Use. 

	1. What Can be Sold on Etsy
2. What Can't be Sold on Etsy
3. Representing Yourself, Your Shop, and Your Listings Honestly
4. Privacy and Communicating with Other Etsy Members and Privacy
5. Creating and Uploading Content
6. Building a Positive Reputation Through our Reviews System
7. Providing Great Customer Service
8. Responding to Requests for Cancellations, Returns, and Exchanges 


	Etsy is a unique marketplace. Buyers come here to purchase items that they might not find anywhere else. Everything listed for sale on Etsy must be handmade, vintage or a craft supply.  

	HANDMADE items are items that are made and/or designed by you, the seller. Read our full Handmade Policy here.  

	If you sell handmade items, you agree that:  

	 All handmade items are made or designed by you. If you work with a production partner, you must disclose that production partner in your relevant listings.
 	 You accurately describe every person involved in the making of an item in your shop in your About section. 
 	 You are using your own photographs -- not stock photos, artistic renderings, or photos used by other sellers or sites. Read more about using appropriate photographs in this Help article.

	If you are selling custompersonalised or made-to-order items in the Handmade category, you agree that: 

	 All custom item listings are available for purchase.
 	 Each custom listing haspurchase at a set price. 
 	 If you are using photographs of previous work with options for customisation (like colour choices) included in the listing, it is clear in your description that the photos shown are just examples. 

	For more information on how to list custompersonalised items, please see this Help article.  

	VINTAGE items must be at least 20 years old. Click here to learn more about vintage items on Etsy. 

	CRAFT SUPPLIES are tools, ingredients, or materials whose primary purpose is for use in the creation of an item or special occasion. Craft supplies may be handmade, vintagecommercial, or commercial (not handmade or vintage) in nature.vintage. Party supplies may also be sold as craft supplies. Click here to learn more about what may be sold as a craft supply.  

	We encourage you to be transparent about where and how your craft supplies were made and where your materials come from. You can disclose whether your items are handmade or vintage, or have social or environmental attributes, such as organic or recycled. You can also select the location of manufacture. Learn more here. 

	If you have listed your craft supplies as handmade, vintage, organic or recycled, a corresponding icon will appear on your listing.  


	Even if they otherwise meet our handmade, vintage, or craft supplymarketplace criteria, prohibited items, services, and items that violate our intellectual property policies are not allowed to be sold on Etsy.  

	Reselling is not allowed on Etsy. Reselling refers to listing an item as handmade when you were not involved in designing or making that item.  

	Keep	Reselling is not allowed in mind that members may flag listings that appearthe handmade category on Etsy. Reselling refers to violate our policies for Etsy's review.listing an item as handmade when you were not involved in designing or making that item.  

	Etsy	Keep in mind that members may flag listings that appear to violate our policies for Etsy's review. Etsy may remove any listings that violate our policies. Note that listing fees are non-refundable. Etsy may also suspend or terminate your account for any violations. You’ll still be on the hook to pay any outstanding fees on your Etsy statement. You can find more information in our Fees & Payments Policy. 

	If you are raising money on behalf of a charity, you must obtain that charity’s consent. Please see this Help article for more information about donating any portion of your sales to charity.  


	At Etsy, we value transparency. Transparency means that you honestly and accurately represent yourself, your items and your business.  

	By selling on Etsy, you agree that you will:  

	 Provide honest, accurate information in your About section.
 	 Honour your Shop Policies. 
 	 Accurately represent your items in listings and listing photos. If you are selling craft supplies, accurately disclose whether they are handmade, vintage, or commercial (not handmade or vintage), and whether they are organic or recycled, as well as the location of manufacture (if known). 
 	 Respect the intellectual property of others. If you feel someone has violated your intellectual property rights, you can report it to Etsy.
 	 Not engage in fee avoidance. 
 	 Not create duplicate shops. Please see Multiple Shops on Etsy for more details. 
 	 Not coordinate pricing with other sellers.



	You can use Etsy Conversations (“Convos”) to communicate directly with your buyers or other Etsy members. Conversations are a great way for buyers to ask you questions about an item or an order.  

	Conversations may not be used for the following activities:  

	 Sending unsolicited advertising or promotions, requests for donations or spam;
 	 Harassing or abusing another member or violating our Anti-Discrimination Policy;
 	 Contacting someone after they have explicitly asked you not to; or
 	 Interfering with a transaction or the business of another member. 

 Interference occurs when a member intentionally interferes with another member’s shop in order to drive away their business. Interference is strictly prohibited on Etsy. Examples of interference include: 

	 Contacting another member via Etsy Conversations to warn them away from a particular member, shop or item;
 	 Posting in public areas to demonstrate or discuss a dispute with another member;
 	 Purchasing from a seller for the sole purpose of leaving a negative review; 
 	 Maliciously clicking on a competitor's Promoted Listings ads in order to drain that member's advertising budget, also known as 'click fraud'.

 Any use of Etsy Conversations to harass other members is strictly prohibited. Similarly, Conversations may not be used to support or glorify hatred or otherwise violate our Anti-Discrimination Policy. If you receive a Convo that violates this policy, please let us know right away.  


	You are responsible for protecting members’ personal information you receive or processprocess, and complyingyou must comply with all relevant legal requirements. This includes applicable data protection and privacy laws that govern the ways in which you can use Etsy user information. SuchThese laws may require that you post,post and comply with,with your own privacy policy, which must be accessible to Etsy users you interact with andwhom you interact. Your privacy policy must be compatible with this policy and Etsy’s Terms of Use. 

	For more information, please see our Privacy Policy.  


	As a member of Etsy, you have the opportunity to create and upload a variety of content, like listings, Convos, text, photos, and videos. In order to keep our community safe and respectful, you agree that you will not upload content that is: 

	 Abusive, threatening, defamatory, harassing, or otherwise in violation of our Anti-Discrimination Policy; 
 	 Obscene or vulgar; 
 	 In violation of someone else’s privacy or intellectual property rights; or 
 	 False, deceptive, or misleading.


	Reviews are a great way for you to build a reputation on Etsy. Buyers can leave a review, including a one to five star rating and a photograph of their purchase, within 100 days after their item’s estimated delivery date. If an estimated delivery date is not available, the review window opens after the order’s processing time and shipping time have elapsed. Buyers can edit their review, including the photograph, any number of times during that 100 day period. 

	On the rare occasion you receive an unfavourable review, you can reach out to the buyer or, if the review is less than 3 stars, leave a response.  

	Reviews and your response to reviews may not: 

	 Contain private information;
 	 Contain obscene, racist, or harassing language or imagery;
 	 Violate our Anti-Discrimination Policy;
 	 Contain prohibited medical drug claims;
 	 Contain advertising or spam;
 	 Be about things outside the seller’s control, such as a shipping carrier, Etsy or a third party;
 	 Contain threats or extortion;
 	 Include shilling or otherwise falsely inflate a shop’s review score; or 
 	 Undermine the integrity of the Reviews system.


	Extortion is not allowed on Etsy. Any attempt to manipulate reviews through threats, intimidation, or bribery is considered extortion and is strictly prohibited on Etsy. Extortion includes when a seller offers a buyer additional goods, services, or compensation in exchange for a positive review. For more information, please see this Help article.  


	Shilling is strictly prohibited on Etsy. Shilling is the fraudulent inflation of a shop’s reputation by use of an alternate account. The intent of shilling is to make a seller look more desirable by increasing the shop’s number of sales and overall review score. Not only does it violate our core value of transparency, but it is considered to be a deceptive business practice by the US Federal Trade Commission. Reviews must reflect the honest, unbiased opinions, findings, beliefs or experience of the buyer. For more information on shilling, including examples, please see this Help article.  


	We expect our sellers to provide a high level of customer service. By selling on Etsy, you agree to:  

	 Honour your shipping and processing times. Sellers are obligated to ship an item or otherwise complete a transaction with a buyer in a prompt manner, unless there is an exceptional circumstance. Please be aware that legal requirements for shipping times vary by country. These requirements are detailedRead more in our Shipping Policy. 
 	 Respond to Conversations in a timely manner. 
 	 Honour the commitments you make in your shop policies. 
 	 Resolve disagreements or disputes directly with the buyer. In the unlikely event that you can’t reach a resolution, our Dispute Resolution team can help through our case system. Read about your rights and responsibilities regarding cases here. 
 	 If you are unable to complete an order, you must notify the buyer and cancel the order. Read about how to cancel an order in this Help article. 

	Etsy will help	As a seller, you must provide great customer service and maintain trust with your buyers throughbuyers. These requirements are called our Seller Service Level Standards (“SLS.”)Standards. Read more about SLS here.  

	Etsy also provides limited protection to sellers who meet the requirements of our Seller Protection Program. Read more about Etsy’s Seller Protection Programme here.  


	Please be aware that in addition to this policy, each country has its own laws surrounding shipping, cancellations, returns and exchanges. Please familiarise yourself with the laws of your own country and those of your buyers’ countries.  


	Buyers in the European Union (EU) may be entitled to a 14-day “right of withdrawal” after receiving an item, during which they may return an item for any reason. The details of this right vary by EU member state. The right of withdrawal does not apply to custom items or certain perishable goods. Rights with respect to digital items vary by EU member state. Read more about the EU Right of Withdrawal in this Help article.  


	If you are unable to complete a transaction, you must notify the buyer via Etsy Conversations and cancel the transaction. If the buyer already submitted payment, you must issue a full refund. You are encouraged to keep proof of any refunds in the event a dispute arises. All cancellations are subject to our Cancellation Policy.  

	You may cancel a transaction under the following circumstances: EUROPEAN UNION RIGHT OF WITHDRAWAL

	 The buyer did not pay. (The seller	Buyers in the European Union (EU) may flag a buyer for a payment not received, chargeback or cancelled payment.) 
 	 Both you and the buyer agreebe entitled to cancel the transaction prior to shipment, and you have issued the buyer a full refund. 
 	 You have decided to refuse service to the buyer and are complying with our Anti-Discrimination Policy. If the buyer has already paid, you must also issue a full refund, including shipping.
 	 The buyer did not receive the item(s) ordered, even though you provided proof14-day “right of shipping, and you have issued a refund for the item. (Refunding shipping is optional, unless the buyer paid with Etsy Payments, inwithdrawal” after receiving an item, during which case you'll need to refund in full.)
 	 Both you and the buyer agreed that the buyer couldthey may return thean item for a refund, you have received the returned item and issued a refundany reason. The details of this right vary by EU member state. The right of withdrawal does not apply to the buyer for the item. (Refunding shipping is optional, unless the buyer paidcustom items or certain perishable goods. Rights with Etsy Payments, in which case you will needrespect to refunddigital items vary by EU member state. Read more about the EU Right of Withdrawal in full.)this Help article.  


	We ask buyers to contact a seller directly and attempt to resolve any outstanding issues before opening a case on Etsy. For this reason, it is important that you fill out your shop policies and regularly respond to Conversations from your buyers.  

	Buyers may file a case for a non-delivery or a not-as-described item. You must respond to any open cases within seven days or the time frame noted by Etsy in the case. Etsy reserves the right to escalate a case early for circumstances such as seller inactivity, harassment, refusal of service, case manipulation, and undermining the integrity of the case system. 

	By using Etsy’s Case System,case system, you understand that under Etsy’s dispute resolution procedures, Etsy may use your personal information for the purpose of resolving disputes with other members. Cases can be filed in the following circumstances: 


	A NON-DELIVERY occurs when a buyer places an order and submits payment, but does not receive the item. The following are examples of non-delivery cases:  

	 AnThere is no proof that the item was never sent.shipped to the buyer.
 	 An item was not sent to the address provided on Etsy.
 	 There is no proof that the item was shipped to the buyer’s address.


	An item is NOT AS DESCRIBED if the buyer can demonstrate that it is materiallysignificantly different from your listing description or your photos. The following are examples of not as described cases:  

	 The item received is a different colour, model, versionversion, or size than is shown in the photo or described in the listing. size.
 	 The item has a different design or material.
 	 The seller failed to disclose that an item is damaged or is missing parts.
 	 The buyer received the incorrect quantity of items (e.g., the buyer purchased three items but only received two).

 	 The item was advertised as authentic but is not authentic.
 	 You failed to disclose the fact that an item is damaged or is missing parts. 
 	 A buyer purchased three items but only received two. 
 	 The condition of the item is misrepresented. For example, the description at the time of purchase said the item was “new” andmisrepresented (e.g., the item is used. described as new but is used).

	NOT AS DESCRIBED CASES CAN ALSO BE FILED FOR LATE DELIVERY. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met:  

	 The item(s) were ordered for a specific date or event.
 	 The item(s) are rendered useless after that date.
 	 The seller did not ship the item(s) according to their processing time or the date agreed upon in Conversations. 

	For more information on how to resolve a case,cases, please see this Help article. If Etsy determines that an item is not as described, you will be required to refund the order, including original shipping and return shipping, in addition to the cost of the item.shipping. 


	Some disputes don’t qualify for Etsy’s case system. These include: 

	 Items that have been purchased in person.
 	 Intangible items, services, or prohibited items.
 	 Transactions where payment is not made through Etsy Payments or PayPal.
 	 Items that are returned without a return agreement.damaged by shipping carrier (if properly packaged by the seller).
 	 Items that have been altered, used, worn, washed, or washeddiscarded after receiving them.
 	 Physical or tangible items that are not available for return because they have been destroyed or discarded by the buyer.receipt.
 	 Items that are received after the agreed-upon delivery date due to shipping delays.
 	 Items that are returned without a return agreement.
 	 Items that are accurately described but don’t meet a buyer's expectations.

 	 Cost of shipping disputes.
 	 Items that are purchased in person.
 	 Items prohibited from sale on Etsy, including services and intangible goods.
 	 Transactions where payment is not made via Etsy’s checkout system.

	When a dispute is ineligible for our case system, we encourage both parties to work together to come to an amicable solution. 

	Last updated on 27 Sep, 2018

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