Etsy, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 Etsy's sellers also agree to follow Ety's rules and provide items to the sellers that are like the description and not a faux representation of what the customer shall receive. This was untrue in my experience. Compensation is needed.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I have already reached out to the resolution team and they claim they can not help that it is up to the buyer to refund the money, which she is refusing to do and yet I have nothing for my $30 I gave her. Its horrible that they let sellers on their site do this. I explained to the buyer I could not download what she is telling me to downlaod from my cell phone which is how I contacted her several times and what I do everything on I dont have a computer to download what she claims she sent me. So she and etsy have my hard earned money and I have nothing for it. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]                [redacted]
                    [redacted]
                    [redacted]       [redacted]                [redacted]

Dear Mediator:

This letter further sets forth Etsy’s position regarding the rejection of our response  to the complaint  dated July **, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the rejection, the Customer is requesting assistance in finding a new Seller on Etsy to complete a previous order that was cancelled and fully refunded. We would like to clarify that Sellers are not employees of Etsy, but operate shops on Etsy.com.

We ask that the Customer not file further rejections, as this limits Etsy’s ability to assist them in a timely and efficient manner.  We would instead encourage them to reach out to our Support team directly ([redacted]) for further assistance locating a new Seller.  

Etsy considers the matter closed at this time.  If you have any questions, feel free to contact me at [redacted]  

Sincerely,


[redacted]
Etsy, Inc.

[redacted]
 
[redacted]                            [redacted]
                                    [redacted] [redacted] [redacted] [redacted]
                                    [redacted]
 
[redacted]             [redacted]
 
[redacted]                             [redacted] [redacted]
 
 
Dear Mediator:
 
This letter sets forth Etsy’s position regarding the rejection to our response to the Complaint filed October [redacted], 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up their own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the “Customer”) explained in the complaint, the Customer is a seller on the Etsy site and as such agreed to Etsy’s Terms of use.’’
 
As stated previously, Etsy’s Terms of Use state, “Etsy may act expeditiously to respond to a proper notice [of intellectual property infringement by (1) removing or disabling access to material claimed to be subject of infringing activity; and (2) removing and discontinuing service to repeat offenders.” ([redacted]). Our Terms also state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time.” ([redacted]). Etsy refused service to the Customer permanently due to multiple policy violations.
The Customer and her attorney may wish to reach out to the complaining parties directly with their concerns regarding the infringement claims.
 
 If the Customer has any questions she may wish to contact [redacted]. Etsy considers this matter closed.
 
 
Sincerely,
 
[redacted]
Etsy, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
  How can you reconfirm that I was notified when I wasn't. All messages were suppose to have been sent to an email account that was not active. I am pretty sure that when you send an email to someone and it doesn't go through it will be bounced back to the sender. So you would have known that I didn't get it. I had resolved this case with my customer and because she wasn't happy with me she escalated it even though I thought it was resolved.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].
Sincerely,
[redacted]

April **, 2014
 
To:                  [redacted]
                      **
Via Email:         [redacted]
Re:                   Case # [redacted]
 
Dear [redacted]:
 
This letter
sets forth Etsy’s position regarding the complaint dated April **, 2014 against
Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people
around the world connect to buy and sell unique goods. To use the site, each
individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “[redacted]”) is an Etsy member and agreed with Etsy’s Terms of
Use. 
 
Etsy’s
Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually
complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and
Etsy's officers, directors, agents, subsidiaries, joint ventures and employees)
from any and all claims, demands and damages (actual and consequential) of
every kind and nature, known and unknown, suspected and unsuspected, disclosed
and undisclosed, arising out of or in any way connected with disputes with one
or more users, or an outside party.”
 
In the
Complaint, the [redacted] states that an item she ordered from an Etsy seller
(the “Seller”) was not as described. To clarify, the Seller that the [redacted]
purchased from is not an employee of Etsy, but rather a
person who operates a shop on Etsy.
 
I see that an
Etsy [redacted]has been assisting with the dispute filed with Etsy’s case system
opened on March **, 2014. The Buyer was instructed to return the item in order
to receive a refund.
 
The Buyer
may also consider contacting the credit card company she used to pay for this
item in order to file a dispute.
 
We
truly hope this matter will be resolved to the [redacted]’s satisfaction. Etsy
considers this matter closed at this time. If you have any questions, please
contact me at [redacted].
 
 
Sincerely,
 
 
[redacted]

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[redacted]
[redacted]                [redacted]
                    [redacted] [redacted]
                    [redacted]
[redacted]      [redacted]
[redacted]                [redacted] [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated October **, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy members. Etsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accounts. Etsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the complaint, the Customer claims that her account was suspended for multiple reports of non-delivery as well as a declining review score, and funds in the Customer’s account were held past the 30-day probationary period.
The Customer was given a probation period after confirming they had shipped all past orders. The Customer continued to avoid resolving additional buyer reports of non-delivery, and received 3 additional non-delivery cases during this probationary period.
All funds in this Customer’s account resulted from transactions completed through Etsy’s Direct Checkout system. As Etsy’s Direct Checkout Terms of Use state, “By using the direct checkout service (“Direct Checkout”) on Etsy.com (the “Site”), on Etsy’s mobile applications or with other services provided by Etsy (collectively, the “Services”), as a seller (“Seller”) or a purchaser (“Buyer”), you agree to be bound by this Etsy Direct Checkout Terms of Use Agreement (the “Agreement”). The Agreement is a legal agreement between you and Etsy, Inc., if you transact in United States Dollars, or Etsy Ireland Limited, if you transact in a currency other than United States Dollars (collectively, “Etsy”).
Etsy’s Direct Checkout Terms of Use also states “If we reasonably conclude based on information available to us that Registered Seller's actions and/or performance in connection with Direct Checkout may result in Buyer disputes, chargebacks, or other claims, then we may, in our sole discretion, put into effect a hold, deposit delay, or reserve associated with Registered Seller’s Shop Payment Account balance.”
Please note that we clearly disclosed to the Customer the risk of these consequences prior to refusing service to her account for violations of our policies. As long as Etsy does not continue to receive non-delivery cases or chargebacks from the Customer’s buyers, any remaining funds will be disbursed to the Customer.
We do not make the decision to suspend an account and retain funds without great consideration. In the event the Customer has any questions about this matter, they may email us at [redacted] for further assistance.  

Etsy considers the matter closed at this time.  If you have any questions, feel free to contact me at [redacted]  

Sincerely,

[redacted]
Etsy, Inc.

Dear
Mediator:
 
This letter
sets forth Etsy’s position regarding the complaint dated March *, 2014 against
Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is an online venue to buy and
sell all things handmade. To use the site, each individual must agree to Etsy’s
Terms of Use and other site policies. 
The Customer [redacted] is an Etsy member and agreed with Etsy’s Terms
of Use. 
 
Etsy’s
Terms of Use state, “Etsy charges fees for listing an item for sale, as well as
a percentage of the sale price when the item sells. When you list an item you
have an opportunity to review and accept the fees that you will be charged.”
The Terms also state, “You are responsible for paying all fees and applicable
taxes associated with using Etsy. Etsy provides plans for both automatic and
manual bill payment as outlined in Etsy’s Billing Policy. Etsy will send an
invoice to the seller’s email address on file detailing the amount due for the prior
month’s fees and charges.”
 
In the
complaint, the Customer appears to be confused about her bill and her recent
payment of $12.56. The Customer correctly cites our 3.5% transaction fee
policy. She then erroneously complains that she was charged a 7% transaction
fee.
 
The
Customer does not appear to acknowledge that she made two sales in February
2014. Etsy did not charge the Customer 7% for a single transaction. The Customer
was charged a 3.5% transaction fee for two sales. One sale was for a $200 item
(3.5% transaction fee of $7.00). The second was for a $100 item (3.5%
transaction fee of $3.50).
 
According
to her billing statement, which is easily accessible by the Customer, the
$12.56 payment was for the following services:
 
[redacted]           [redacted]             [redacted]           [redacted]                [redacted]           [redacted]                   [redacted]           [redacted]             [redacted]           [redacted]        [redacted]           [redacted]                   [redacted]             [redacted]                  [redacted]
 
 
If
the Customer needs further clarification about this matter, she should contact
Etsy at [redacted].
 
Etsy
considers this matter closed at this time. If you have any questions, please
contact me at [redacted].
 
 
Sincerely,
 
 
[redacted]
Etsy, Inc.

December*, 2014

To:                The Revdex.com
                    [redacted]
                    [redacted]
Via Email:      [redacted]
Re:                Case # [redacted]

Dear [redacted]:

This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated November**, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the rejection, the Customer claims the briefcase purchase she made from a Seller on Etsy (the “Seller”) has not been delivered, and that the Seller has not contacted the Customer about the order.
Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.
I see according to our records that the Seller first contacted the Customer through Etsy’s messaging system, Conversations, on November*. The Seller provided the Customer with the [redacted] tracking number [redacted]. Based on this tracking information, we can see that this delivery is currently on hold. The Seller requested more information from the Customer through Etsy Conversations on the dates of November ** and November ** in attempt to pass the required information along to the shipping company. Etsy cannot hold sellers responsible for shipping delays.
After learning of the Customer’s trouble with this order, an Etsy Admin proactively contacted the Seller on November**, and encouraged the Seller to contact the Customer by email. Etsy Admin cannot cancel a transaction on behalf of the Seller. On Etsy, only a seller may cancel a transaction and issue a refund.

The Customer was eligible to open a case on Etsy for this transaction as of November**, 2014. The eligibility to file a case for this order will expire on January**. As a venue, Etsy is not directly involved in the transaction, but we can attempt to mediate between the Customer and the Seller through our case system. If the Customer does not open a case we unfortunately cannot mediate the dispute.  
As the Customer paid for this order via [redacted], Etsy does not have access to her credit card information, nor her payment in order to initiate a claim for a refund. If the Customer paid with a credit card through [redacted]’s Guest Checkout service, she will need to get in touch with [redacted] or her credit card issuer if she wishes to pursue a refund.
In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance.  
We’re sorry to hear that the Customer has been concerned over their experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

Etsy considers the matter closed at this time.  If you have any questions, feel free to contact me at [redacted].  

Sincerely,


[redacted]
Etsy, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
 
 They keep saying the something.. Please Revdex.com do something.. I have stated on numerous times. That my bank shows that I paid Etsy?? They need to return my money.. If they had given my money to someone else then they are responsible party who needs to get it back from them... This other company which I believe that Etsy is making them up to get out of this issue.. This company is trying to make stuff up. They are ripping people off.. It shows on my bank acct that I paid Etsy.. If they want to forward my money to someone else then etsy is liable to ensure that my item was shipped.. Kind a the way the world work.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the response to the complaint filed March [redacted],
2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace
where people around the world connect to buy and sell unique goods. To use the
site, each individual must agree to Etsy’s Terms of Use and other site
policies. As Lauren Brooke (the “Customer”) explained in the complaint, the
Customer was a buyer on the Etsy site and as such agreed to Etsy’s Terms of
use.
 
In the rejection,
the Customer states that a package purchased from an Etsy seller has not yet arrived.
The Customer also states that she requests the item ordered or a refund.
Etsy’s Terms of Use state “[s]hould you
have a dispute with one or more users, or an outside party, you release Etsy …
from any and all claims, demands and damages … of every kind and nature …
arising out of or in any way connected with such disputes.”
Etsy
customers may file cases via Etsy’s case system to resolve disputes such as
non-delivery. It may be possible for the Customer to obtain a fund by opening a
case. The Customer may also wish to get in touch with the seller directly to
resolve this dispute. Should the Customer not wish to do this, the next step
would be to open a case. For a thorough explanation of how to open a case,
please see this Help article: [redacted]
Etsy encourages
the Customer to resolve the dispute via Cases. If the Customer has questions
about filing a case, she may wish to email [redacted].
Please
note that the item the customer purchased was from the Etsy user ‘[redacted]’ who operates a shop on Etsy. ‘[redacted]’is not an Etsy employee. Pursuant to Etsy’s
Terms of Use, the Customer releases Etsy from all claims, demands and damages
arising out of or in any way connected with this dispute. Etsy did not receive
any payment from the Customer for this purchase.
We sincerely hope the Customer can work this
out, either by contacting the seller directly, filing a case on Etsy, or by
contacting the appropriate shipping merchant.
If you have any questions please contact me
at [redacted].
 
Sincerely,
 
[redacted]
Etsy, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I felt that I deserved an straight answer to a straight question. I asked, that if my shop was closed because Etsy deemed I was selling commercial products, why was at least 5 other sellers overlooked who are selling exactly the same items. I asked how their integrity team had missed one of the sellers who has been active since 2013 and has over 800 products listed, when I had been on there less than 8 weeks! This was my question and in what seems to be typical Etsy manner, they were evasive, responding with 'we don't discuss other sellers'. I believe this episode illustrates that Etsy are found wanting when it comes to applying their policies in an even-handed manner.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

background-color: rgb(255, 255, 255);">
[redacted]

[redacted]                [redacted]
                    [redacted]
                    [redacted]      [redacted]                [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated January *, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the complaint, the Customer claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered.
Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller from whom the Customer purchased is not an employee of Etsy, but previously operated a shop on Etsy.com.

Unfortunately, the Seller no longer qualifies to be a member of Etsy and will not be returning to the site. Even though the Customer is unable to file a case for this order on Etsy, she can still open a refund claim based on her payment method.
Because the Customer paid for this order via [redacted], Etsy does not have access to her payment. For this reason, Etsy is unable to issue a refund on the Seller’s behalf. The Customer may wish to contact [redacted], or their bank or credit card issuer, to see whether she is able to obtain a refund.
In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance.  
We’re sorry to hear that the Customer had a negative experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted]  

Sincerely,


[redacted]
Etsy, Inc.

[redacted]

[redacted]                [redacted]
                    [redacted]
                    [redacted]      [redacted]                [redacted]

Dear Mediator:

This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated November *, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.
Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction. ”
Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”
In the rejection, the Customer states that she would like to know when she will be refunded by the Seller. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy.
To further clarify, Etsy is a marketplace made of individual Sellers with their own return policies. We’re sorry to hear of the Customer’s concern about not being able to locate the Seller on Etsy, however there is a range of reasons why sellers may not appear on the site from time to time. Even though the Seller does not appear on the site at this time, they still have access to the open case in order to work toward a resolution.
Our records show that the Seller did not resolve this matter within the case system, and as a result, Etsy issued a full refund to the Customer on the Seller’s behalf earlier today, November **.
In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted]
Once again, we’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.
Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted]


Sincerely,


[redacted]
Etsy, Inc.

[redacted]
 
[redacted]                            [redacted]
                                    [redacted]
                                    [redacted]             [redacted]                             [redacted]
Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the complaint filed August [redacted],
2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace
where people around the world connect to buy and sell unique goods. Individuals
may open up their own shop on Etsy to sell unique goods. To use the site, each individual
must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the
“Customer”) explained in the complaint, the Customer is a seller on the Etsy
site and as such agreed to Etsy’s Terms of use.’’
 
 
Etsy’s Terms of Use state, “Everything on Etsy must be Handmade, Vintage, or a
Craft Supply” ([redacted]). Our Terms also state,
“Etsy reserves the right to refuse service to anyone, for any
reason, at any time.” Etsy does
not reimburse fees for listings that are posted in violation of Etsy’s Terms of
Use.
 
In the complaint, the Customer states that he
became an Etsy member on June [redacted], 2014 and that his shop was
suspended on August [redacted], 2014.
 
Based on our records, it appears that the
Customer’s Etsy shop and account is frozen because the material listed in his
shop did not comply with Etsy’s guidelines. The Customer was selling material
that Etsy’s Trust and Safety Team determined did not comply with our policies.
The Customer was selling hair dye, DVDs, bathmats, and other material that does
not fit into a category of what may be sold on Etsy.
 
The Customer may continue to sell on Etsy if
the Customer adheres to Etsy’s Terms of Use. If the Customer has any questions
about what may be sold on Etsy, he may wish to contact [redacted].
 
 
Sincerely,
 
[redacted]

[redacted]
 
[redacted]                            [redacted]...

[redacted]
                                    [redacted]
                                    [redacted]
 
[redacted]             [redacted]
 
[redacted]                             [redacted] 
 
Dear Mediator:
 
This letter sets forth Etsy’s position regarding the rejection to our response to the Complaint filed 11/**/14 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up their own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the “Customer”) explained in the complaint, the Customer is a seller on the Etsy site and as such agreed to Etsy’s Terms of use.’’
 
Etsy’s Terms of Use state, “Etsy may act expeditiously to respond to a proper notice [of intellectual property infringement by (1) removing or disabling access to material claimed to be subject of infringing activity; and (2) removing and discontinuing service to repeat offenders.” ([redacted]). Our Terms also state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time.” ([redacted]). Etsy refused service to the Customer permanently due to multiple policy violations.
As was explained to the Customer, there was sufficient overlapping information in her account with an account that was suspended for policy violations to consider them related. These decisions are made with careful deliberation, as we understand the effect such decisions may have. Etsy's Terms of Use state that: "Etsy reserves the right to suspend and/or terminate a person's account or any accounts held by that person by virtue of association, including all usernames under which that person operates on Etsy."
 
 If the Customer has any questions she may wish to contact [redacted] Etsy considers this matter closed.
 
 
Sincerely,
 
[redacted]
Etsy, Inc.

Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the response to the complaint filed February [redacted],
2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace
where people around the world connect to buy and sell unique goods. To use the
site, each individual must agree to Etsy’s Terms of Use and other site
policies. As [redacted] (the “Customer”) explained in the complaint, the
Customer was a buyer on the Etsy site and as such agreed to Etsy’s Terms of
use.
 
In the rejection,
the Customer states that a package purchased from an Etsy seller was sent to
the wrong address. The Customer also states that the case she filed via Etsy’s
dispute resolution system “Cases” was closed without investigation.
Etsy’s Terms of Use state “[s]hould you
have a dispute with one or more users, or an outside party, you release Etsy …
from any and all claims, demands and damages … of every kind and nature …
arising out of or in any way connected with such disputes.”
Etsy
customers may file cases via Etsy’s case system to resolve disputes such as non-delivery.
The cases remain open until an Etsy moderator closes them. On 2/**/14 the
Customer opened a case on Etsy. It appears as though the seller, ‘[redacted]’
issued a full refund on 2/**/14 and as such Etsy closed the case. If the
Customer still has any concerns, she may contact Etsy at [redacted]
Please
note that the item the customer purchased was from the Etsy user ‘[redacted]’
who operates a shop on Etsy. ‘[redacted]’ is not an Etsy employee. Pursuant to Etsy’s
Terms of Use, the Customer releases Etsy from all claims, demands and damages
arising out of or in any way connected with this dispute. Etsy did not receive
any payment from the Customer for this purchase.
If you have any questions please contact me
at [redacted]
 
Sincerely,
 
[redacted]
Etsy, Inc.

[redacted]...

[redacted]                [redacted]
                   [redacted]
                   [redacted]       [redacted]                [redacted]
Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated January **, 2016 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.
Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By shopping on Etsy, you understand that:
You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;
Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); and
Each seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”
Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”
In the complaint, the Customer claims that she purchased two vests from a seller on Etsy (the “Seller”) and the vests she received did not appear to match the listing descriptions. The Customer has also stated that she has returned the vests back to the Seller, and that she no longer is in possession of the items.To reiterate, transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.Our records show that, on January **, the Customer opened two “Not as Described” cases on Etsy for her orders. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Within the Etsy case system, in order to determine that an item is not-as-described, Etsy Administrators must find that there are detailed differences between the item that was received and as was described by the seller. After thorough review, in accordance with our Terms of Use, the Etsy Administrator determined that the vests the Customer received were not materially different than the listing she purchased from. As such, on January **, both of the Customer’s cases were closed. While we understand that our determinations may not please every member, we have not come to our conclusion without great deliberation. We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.
In the event the Customer requires additional assistance, or has further questions about Etsy’s dispute resolution process, we would encourage her to reach out to our Trust team directly ([redacted]).  
Etsy considers this matter closed at this time.  If you have any questions, feel free to contact [redacted].  
Sincerely,
Carly
Etsy, Inc.

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[redacted]                [redacted]
                    [redacted] [redacted]
                    [redacted]       [redacted]                [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated August **, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.
Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction. ”
Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”
In the Complaint, the Customer states that the product she received from an Etsy seller (the “Seller”) was not as described. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy.  
To clarify, Etsy is a marketplace made of individual Sellers with their own return policies, and Etsy is unable to mediate returns or partial refunds.
However, if the Customer believes that the item they received doesn’t match what the Seller described, they may open a case. The Etsy Case system is a platform where buyers and sellers can work together to resolve issues with an order. If necessary, Etsy Administrators may assist in the mediation of the dispute. If the Customer does not formally file a case, Etsy cannot intervene.
We ask that the Customer please keep in mind that case eligibility for this order expires on October *, 2014. If the Customer would like to file a case for this order on Etsy, they will need to do so before that date.
In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted]
We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.
Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted]


Sincerely,


[redacted]
Etsy, Inc.