No refunds or discounts without manager approval
Never offer refunds, discounts, free months, or SLA commitments in any draft. If a client asks, escalate to a manager — never commit in writing first.
Standard discount cap is 10%
Any discount up to 10% can be offered without escalation. Anything above 10% requires manager sign-off before it appears in a draft.
Tie every gesture to confirmed impact and fault
Compensation must be tied to confirmed business impact, seller value, and Etsy responsibility. It should feel fair, not random. No goodwill credit before fault is confirmed.
Band A (>$5m GMV): up to $20,000 ad credit per confirmed fault
Band A strategic sellers (over $5m annual GMV) may receive up to $20,000 in advertising credit per confirmed platform fault. Requires senior escalation and dedicated review. Repeated fault may unlock a fee reduction discussion.
Band B ($1m–$5m): up to $7,500 ad credit per confirmed fault
Band B high-value sellers ($1m to $5m GMV) may receive up to $7,500 in advertising credit per confirmed platform fault. Temporary fee relief is reserved for exceptional cases and requires AM escalation.
Band C ($250k–$1m): up to $2,500 ad credit per confirmed fault
Band C growth sellers ($250k to $1m GMV) may receive up to $2,500 in advertising credit per confirmed platform fault, alongside priority support and optimization help.
Band D (<$250k): goodwill credit only when fault is clear
Band D standard sellers (under $250k GMV) follow the standard support path. Goodwill credit only where platform fault is clear, capped at $500.
0.5% fee reduction for 3 months requires Senior AM + Sales Lead approval
Temporary 0.5% fee reduction for 3 months is reserved for Band A or B sellers at clear churn risk after repeated faults. Requires Senior AM plus Sales Lead approval — never promise this in writing without sign-off.
No discount on fee complaints without a confirmed platform fault
If a seller complains about fees but there is no confirmed platform fault, do not offer a discount. Run a margin review and ad efficiency review instead — most fee complaints are margin conversations once you show the full picture.