Etsy September 2024 Updates: Buyer Experience Surveys, Site Credit Refunds, CO Delivery Fee & More!
Etsy announces 5 things to know for September 2024 with Cyber Savings, Etsy Design Awards finalists, buyer feedback on support experiences from both sellers and Etsy, search visibility, refunds for Etsy credit, and introduction of the Colorado Delivery fee.
Cyber Savings Spectacular
Etsy reminds sellers there’s still time to join the Cyber Savings Spectacular, set for November 18–December 3. Sellers must opt in by Tuesday, October 1, 2024—with at least 25% off and global shipping during the event—to be considered for Etsy marketing features. Sign in, and opt in.
2024 Etsy Design Awards global finalists
The 2024 Etsy Design Award Global Finalists have been revealed - check out the announcement from Etsy Up!
Collecting buyer feedback to better the support experience
Etsy is testing a new way to collect feedback from buyers about their support experiences - both from Etsy and directly from sellers - with new surveys after a buyer requests help with an order.
While Etsy says the results of these surveys will not be displayed publicly on listings or impact visibility, sellers can expect feedback received will likely at the very least filter down into new policies or requirements in the future as Etsy continues to try to find ways to keep buyers coming back to the site.
We want to do everything we can to keep buyers coming back to Etsy and shopping from you. The overall support experience—with both Etsy support and between sellers and buyers—can make a huge difference in whether a buyer comes back to shop again. That’s why we’re testing a new way to collect feedback from buyers after they request help with an order.
After a support experience, we’ll ask buyers for feedback through a short survey. We’ll ask whether their issue was resolved, how the seller’s service experience went, and how easy it was to get help on Etsy.
All of this information is kept internal and confidential and won’t have any external impact on your shop. We won’t share this feedback on your shop, listings, or reviews, and it will not impact your visibility on Etsy.
We’re using the information we collect to better understand buyers’ full support and service experience, and hope to use the feedback to determine what investments or product changes we could make to best support you. And, how we can share this information back to you so you can continue to better the shopping experience.
Etsy search visibility page
See how you’re doing in 3 key areas: your shop, customer service, and your listings. Find out more here.
Shipping price factored into search for US domestic listings
Beginning October 1, US listings with domestic shipping prices lower than $6 will be prioritized in search (with some exceptions).
Liz Morton
Expanding the ways buyers can receive their refunds via Etsy credit
Etsy is testing more ways for buyers to get an immediate refund for their purchase in the form of Etsy credit they can put toward their next order. Now, when a buyer is requesting a refund from your shop, if they choose this option, you’ll see in the message that they have requested the refund in the form of Etsy credit.
Colorado retail delivery fee for buyers
Etsy is required by the state of Colorado to charge buyers a small fee of $0.29 for orders of physical goods shipped to addresses within the state of Colorado. The fee is not charged for sales of digital goods.
As a seller, you may notice debit entries on your Payment Account page for the Colorado Retail Delivery Fee for applicable orders shipping to the state of Colorado. No action is required on your part. Etsy collects from buyers at checkout and remits this fee on your behalf.
This one was surprising as the Colorado Retail Delivery Fee was passed into law and became effective in July 2022, with all marketplaces that are required to collect and remit sales tax under marketplace facilitator laws also responsible for collecting and remitting this fee.
Hopefully Etsy is smart enough to have read the law and will implement this correctly with the Colorado Retail Delivery Fee stated separately from regular sales tax (unlike eBay) - or else they could be for some additional trouble, assuming they may already be in hot water with the Colorado Department of Revenue for the delay in collection.
Liz Morton
It's also concerning that Etsy's Sales Tax Help Page does not mention the Minnesota Retail Delivery Fee that went into effect on July 1, 2024.
Hopefully it won't take Etsy 2 years to catch up on that one too - and also hopefully they actually read the law and implement it correctly, again unlike eBay.
Liz Morton
What do you think of Etsy's September updates? Let us know in the comments below!
