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Suspension riskSP-5 · Seller Policy

Harassing or abusive communication with buyers or other members is prohibited

What this rule means

Etsy does not allow you to use its Messages system to harass or abuse another member. Content may not contain threats, harassment, or extortion. The rule names Messages, and it is wise to hold your shop policies, review replies, and other public text to the same standard.

What Etsy says

Any use of Messages to harass other members is strictly prohibited. In order to keep our community safe and respectful, you agree that you will not upload content that: Contains threats, harassment, extortion, or violates our rules about interference
Read Etsy's full Seller Policy

Why Etsy has this rule

A marketplace only works when buyers feel safe to ask questions, raise problems, and leave honest feedback. If a seller can threaten or pressure an unhappy buyer, buyers stop speaking up. That harms other buyers who rely on those reviews and cases.

Etsy's policy says Messages may not be used to harass or abuse another member, and that content may not contain threats, harassment, or extortion. Sellers get frustrated, and disputes get tense. The rule asks you to keep conflict professional and keep it on Etsy.

Common mistakes

  • Replying to a bad review with personal insults about the buyer instead of a short, factual answer.
  • Threatening to leave a negative review, file a case, or share a buyer's details if they do not back down.
  • Sending a string of repeated messages after a buyer asked you to stop.
  • Writing a shop policy that warns buyers they will be 'dealt with' if they open a dispute.
  • Offering a refund only if the buyer removes or changes a review.
  • Moving an argument to email, social media, or another outside channel.
  • Writing messages while angry and sending them without a second read.

Examples

  • AllowedYou answer a one-star review with a calm, short note that states facts and offers help.
  • AllowedYou explain your return terms clearly in your policies without blaming anyone.
  • AllowedYou stop messaging a buyer who has said they want no more contact.
  • AllowedYou keep a dispute inside Etsy's Messages and case tools.
  • Not allowedYou tell a buyer you will damage their reputation unless they delete a review.
  • Not allowedYou post a review reply that calls a buyer a liar and a scammer.
  • Not allowedYour policy page threatens legal action against any buyer who opens a case.

How to stay compliant

  1. Review all public-facing text in your shop (policies, About section, listing descriptions, review responses) and remove any threatening, dismissive, or coercive language.
  2. Rewrite review responses that contain personal insults or attempts to discredit the buyer — keep responses professional, brief, and factual.
  3. Update your shop policy section to remove any language that discourages buyers from filing disputes or cases.
  4. If you are in an active dispute with a buyer, communicate only through Etsy's Messages or case system, not through outside channels.

Effort: low · 30-60 minutes

If your suspension email cites this rule

Read the email and find the message, reply, or policy text Etsy points to. Read it again as the buyer would, without your side of the story. Tone that felt fair to you in the moment may read as a threat. Save copies of the full conversation, in order, so you can see what came before.

If the wording crossed a line, remove or rewrite public text, stop contacting the buyer, and say so in your appeal. Own what you wrote, explain what you will do differently, and keep disputes inside Etsy. If you believe the report misreads the exchange, quote the messages and show the context calmly. Do not attack the buyer in your appeal. Etsy makes the final decision.

Suspended over this rule?

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Common questions

Can I reply to a negative review?

Yes. Keep your reply short, polite, and factual. Do not insult the buyer or try to pressure them. A calm public response helps future buyers more than an angry one.

Does the rule only apply to private messages?

Etsy's policy speaks to Messages directly. It is wise to hold your public text, such as shop policies and review replies, to the same standard, because a buyer can report any of it.

What counts as a threat to a buyer?

Any message that warns of harm, retaliation, or exposure if the buyer does not do what you want. Etsy's policy names threats, harassment, and extortion as content that is not allowed.

Can I ask a buyer to change their review?

Do not tie a refund or any other benefit to a changed review. Pressuring a buyer about their feedback can break more than one rule.

Should I take a dispute to email or social media?

No. Keep it in Etsy's Messages and case system. It leaves a record that protects you and keeps you inside the rules.

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