In April, Etsy sellers went on a week-long strike because the company had increased the percentage it was charging them without taking steps to improve their experience on the site. One of the points they made was to urge the platform to revamp its customer service system and, in turn, create a better support system for sellers.
Now Etsy is taking a step towards that goal. The company announced on Monday that it will launch Etsy’s “Purchase Protection” program, which will begin on August 1. Buyers can receive a full refund for purchases that “do not match item description, arrive damaged, or never arrive”.
Raina Moskowitz, Etsy’s Chief Operating Officer, said, “Easy problem solving is an essential part of the online shopping experience, and our new Etsy Buyer Protection Program aims to make shopping on Etsy even more serene.
She added that this new initiative will give shoppers more confidence in purchasing items from the site, “as we invest directly in our sellers to provide them with an important layer of assurance.”
Etsy has pledged to invest “more than $50 million to improve customer support.” This includes, according to the company, “growing its support team by more than 20%, expanding and improving live chat support and reduced response times. It’s a gripe the Etsy sellers’ strike has pleaded for, and it’s a small step toward solving some of the long-standing problems with the platform.
Etsy shares rose nearly 3% in early trading on Monday.