Etsy is giving sellers until the end of October to update return policies


Sellers busy with holiday preparations and orders have a new chore to do. Etsy is moving away from shop-wide policies in favor of listing-specific policies, and it advised sellers to update their return policies by October 31 with a change launched September 22. .

The decision to accept returns is optional on Etsy, which has stated that it recognizes that there are certain types of listings where returns may not be appropriate, such as personalized or unique items.

As part of the change, sellers will no longer be able to accept returns on digital listings, and Etsy has updated the current shop policy to reflect the change. “However,” he told sellers, “if a buyer contacts you about a digital listing they purchased, you are free to resolve the issue as you see fit.”

Etsy explained the new policy and provided answers to frequently asked questions in a message on its announcement board.

Sellers can also read more information on the Shop Policies page, “How to set return policies on my listings”, where it is explained, “If you have an existing shop-level return policy, we We’ve taken the current policy you’ve set for your shop and applied it to your individual listings.

Sellers discussed the change on the Etsy discussion forums, where one seller explained that they appreciate that sellers can now adjust the return policy with a separate return policy for each individual item, but listed several downsides.

For example, they wrote: “Hygiene is removed as a condition for not accepting returns. If you sell sanitary items such as earrings or intimate apparel, you can only choose “no return” and you cannot specify the reason, nor quantify it by requiring original, undamaged and sealed packaging. .

Another drawback described by the seller: the shortest notification window for anyone wishing to return an item is now 7 days. “For anyone selling event-type items (party items, special occasion/prom bags, wedding items, vacation items, costumes, etc.), a minimum 7-day notification window opens the store to buyers who wish to rent an item, use it this weekend, and return it,” they said.

Another seller said he thought having only two options – “Yes” or “No” – was just too restrictive.

“Almost all of my listings offer OPTIONAL personalization,” the seller explained. “My current policies allow returns with the exception of personalized items, so this makes sense for my items and my entire store. The new policies only allow ‘accept returns’ or ‘no returns’.

Etsy support told the seller they should mark everything with a personalization option as “no returns”.

“If you ask me, that’s a huge deal because it’s going to make my return policy much more restrictive than it actually is. I know I’m not the only one offering optional personalization in their listings and to allow non-personalized items to be returned. No, personalized items cannot be separated, as again personalization is optional. I cannot force someone to add personalization details. I need the option to allow returns, unless personalized.”

Ina Steiner

Ina Steiner
Ina Steiner is the co-founder and editor of EcommerceBytes and has been reporting on e-commerce since 1999. She is a widely cited authority on marketplace selling and is the author of “Turn eBay Data Into Dollars” ( McGraw-Hill 2006). His blog was featured in the book “Blogging Heroes” (Wiley 2008). She is a member of the Online News Association (September 2005 – present) and Investigative Journalists and Editors (March 2006 – present). Follow her on Twitter at @ecommercebytes and send topical tips to [email protected] See disclosure at EcommerceBytes.com/disclosure/.
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