Escalate cancellation or legal mentions within 4 hours
If a client mentions cancellation, legal action, or fees in a complaining tone, flag for manager escalation within 4 working hours.
Never commit to SLA or contract terms in writing
Do not state, confirm, or amend SLA, contract, or liability terms in any reply. Route the request to the account manager and legal before responding.
Refund any confirmed overcharge in full before discussing goodwill
If a platform fault caused a direct overcharge, correct the billing and refund the confirmed overcharge in full first. Goodwill credit can be added on top if the impact was severe, but the refund itself is not negotiable and is not 'compensation'.
Document Etsy responsibility and seller impact before compensation
Before applying any compensation, document the confirmed Etsy responsibility and the seller's business impact. Every gesture needs a paper trail — what happened, what we caused, what we paid, and who approved it.
Move public complaints to private channels fast
For public complaints or social media escalations, acknowledge publicly only if needed, then move the detail to a private channel and resolve fast. Comms coordinates with the AM. No commercial commitments in public threads.