Etsy, Inc.

On behalf of two other people who would share in the cost of a gift at an upcoming baby shower, I went to ETSY baby registry (July [redacted]) to purchase a baby gift for $80 and gave specific instruction to ship the item to MY home as we would bring the gift to the baby shower.
ETSY indicated that I would receive an email confirming my purchase and shipping address (my address). Since I did not receive a confirming email, I attempted to call them but could only get through to the Baby Registry ETSY uses. They indicated there was nothing they could do to confirm my order. I would have to call ETSY but they could not give me a phone number to call. I tried to email ETSY but they never responded. Assuming they did not process my order, we collectively went out and purchased another gift. Yesterday, I received a note from the mother to be thanking me for MY gift as it was sent to her house. Since we could not contact anybody directly, we made the decision to buy another gift. The order process implies that the baby registry and ETSY are on the level but there is no follow through nor way to call ETSY. The bottom line is, I will now need to share in the cost of a second gift as it would not be fair to the other 2 at this point. I want other potential buyers to be aware of this incompetent company and its sloppy customer service.

pre-wrap; 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 June **, 2016, against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], 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.”
In the complaint, the Customer claims the purchase he made from a seller on Etsy (the “Seller”) was lost by the postal service.
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.” 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 [redacted].
Our records indicate that the Customer purchased an item from the Seller on February *, 2016. On February **, the Seller indicated that the item was shipped to the address provided by the Customer on the Etsy receipt and included tracking information for the shipment at that time. According to the tracking information provided by the Seller, the shipping service ([redacted]) marked this order as undeliverable on April **, and shows that the order is currently still in transit.
Etsy does not hold sellers responsible for shipping delays or errors, as long as the Seller is able to prove that they shipped the item to the address on the Etsy receipt. Some sellers may offer a replacement or a refund in this circumstance, but this is not required by Etsy.
As the Seller has submitted tracking information, the Customer was advised to contact the shipping service for information about opening a claim by an Etsy Administrator on June *.
In the event the Customer requires additional assistance, we would encourage him to reach out to our Trust team directly ([redacted]) for assistance.  
Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted].  
Sincerely,
Camille
Etsy, Inc.

April **, 2015

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 March **, 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 the original product and an altered replacement product she received from an Etsy seller (the “Seller”) was not as described. The Customer asks why this case is no longer eligible for mediation, and why an altered item is unable to be compared to the original item.
As previously mentioned, the replacement item that the Customer received was altered. As such, this transaction is no longer eligible for mediation through Etsy’s case system in accordance with Etsy’s transaction eligibility guidelines. These guidelines state that items that have been altered, used, worn or washed after receiving are no longer eligible for the case system.
It’s unfortunate that the altered item once again does not meet the Customer’s expectations, however because the original item was not officially determined to be not-as-described by Etsy before the Customer returned it to the seller, we’re unable to force the seller to provide a second replacement or a refund. Etsy does not mediate replacement agreements of this nature.
Had the Customer waited to send the original item back to the seller until after Etsy made a determination that the original item was indeed significantly different from the seller’s original listing, we might have been able to continue to mediate the situation through the case system.
Once again, we must ask that the Customer continue to work with the Seller directly about the desired resolution.
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 are 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 [redacted].


Sincerely,


[redacted]
Etsy, Inc.

I purchased a Halloween costume for my niece through Etsy using one of their vendors Lauren M[redacted] paid $180. Which has already been taken out from my credit card to find out that the business is no longer a business on etsy. I have tried emailing them several times posting on their blog opening a case and to no avail I have not got any responses. Now my 11 year old niece is so upset because I cannot find her the costume anywhere. The customer service at Etsy is terrible and I will not recommend them ever.

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 will never accept a false accusation.
 
 
 
 
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]       [redacted]
[redacted]                [redacted]

Dear Mediator:

This letter sets further forth Etsy’s position regarding the complaint dated July **, 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. Cheryl Gushard (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s full Terms of Use can be found here: [redacted]

In the rejection, the Customer states that she has had difficulty contacting Etsy about this issue, and would like her funds returned to her card.
Our records indicate that an Etsy Administrator has been in touch with the Customer about this issue on August **, and again on August **. We understand that the funds in question have not yet been returned to the Customer’s card.
Etsy is currently working with our payment processing partner, Worldpay, to resolve this matter, and expect a resolution very soon.
The Customer also states that she would like a phone call from Etsy to discuss this matter. Etsy is only able to offer support via telephone through the Request a Phone Call tool. Information about this tool can be found at the following Help page: [redacted]
Etsy sincerely apologizes for the time it is taking for this issue to be resolved. If the Customer would like to request a phone call, they may do so through this contact form: [redacted]Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted].  
Sincerely,
Camille
Etsy, Inc.

[redacted]
...


[redacted]                [redacted]
                    [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated February **, 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 macaroons from a seller on Etsy, (the “Seller”) and that the order she received was wrong.
As is stated in our Terms of Use, 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.According to our records, the Customer has not yet opened a case on Etsy for this transaction.To clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an order. Although, as a venue, Etsy is not directly involved in the transaction, Etsy Administrators may be able to assist in the mediation of some disputes through this case system.The Customer may note that the 60 day window in which she is eligible to file a case for this transaction began on February *, 2016 and will expire on April *, 2016. If the Customer does not file a case before that date, that option will no longer be available and will not be reinstated.
In the event the Customer continues to have questions about this matter, or needs further assistance in opening a case, we would encourage her to reach out to the Trust team at [redacted].
Etsy considers the matter closed at this time.  If you have any questions, feel free to contact [redacted].  
Sincerely,

Camille
Etsy, Inc.

[redacted]                            [redacted]
                                    [redacted]
                                    [redacted]             [redacted]                             [redacted]
Dear Mediator:
This letter sets
forth Etsy’s position regarding the rejection 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 her rejection, he was a seller on
the Etsy site and as such agreed to Etsy’s Terms of use.
In the Customer’s
rejection the Customer states that Etsy has been silent regarding identifying
the SKUs in question. The Customer also states that Etsy agreed to reinstate
her selling privileges after they were revoked for legal reasons. Finally, the
Customer states that they wish for copies of the notices that [redacted].
sent to Etsy.
Please note that our Terms of Use state, “Etsy
reserves the right to refuse service to anyone, for any reason, at any time.” ([redacted]).
We are uncertain
as to what the ‘SKUs’ in question are referring to. If the Customer is
referring to the listing IDs of the listings which were removed based upon the
notices sent by [redacted]., the Customer may find these listings in the
email we sent each time listings were removed from her shop. Based on our
records, 23 listings were removed from the Customer’s shop due to 4 separate
notices of infringement we received. Because the notices mention more than one
Etsy member, for privacy reasons we cannot provide a copy of the notice. If the
Customer wishes to receive a copy of the notice, or if she has questions about
the notice, she may reach out to the [redacted]. representative that sent
Etsy the notices. When we removed the material we provided the Customer with
this contact information: [redacted])
In terms of re-instating the Customer’s selling
privileges, the Customer appears to be mistaken as to why Etsy refused service
to her. The Customer’s accounts were closed due to receipt of repeat notices of
infringement, and for violating Etsy’s Terms of Use by continuing to open shops
on Etsy after Etsy revoked the Customer’s selling privileges. The email that
the Customer provided in the attachment was an email exchange with Etsy’s Trust
and Safety Team, not Etsy’s Legal Team, and it regarded a dispute over a
purchase dispute between a buyer and the Customer. It is not why Etsy refused
service to the Customer.
A user of Etsy’s service may have multiple
accounts, as the Customer did. The Customer’s account ‘[redacted]’ was
closed due to repeat notices of infringement in August [redacted] of 2013.
At that time we explained that the Customer was not to open new shops. If and
when Etsy discovers that a member whose selling privileges have been revoked
opens a new shop, we may refuse service to them. The Customer then opened a new
account ‘[redacted]’, in violation of our Terms of Use. On September [redacted],
Etsy’s Trust and Safety Team froze this account temporarily because of an unresolved
dispute with a buyer and the Customer. At this time Etsy was unaware that the
Customer’s selling privileges had already been revoked in a separate account,
and that this account was operating in violation of our Terms of Use.
On September [redacted], 2014 (6 days
after the email exchange the Customer provided), we determined that the
Customer violated Etsy’s Terms of Use by opening shops in separate accounts
after her selling privileges were revoked in ‘[redacted]’. As a result we
refused service to the Customer.
As a result of
repeat notices of infringement and violation of our Terms of Use, we made the
decision to refuse service to the Customer. Etsy’s decision in this matter is
final and Etsy considers this matter closed.
If the Customer
has further questions she may wish to email [redacted]
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:

[Your Answer Here]
 The other 2 accounts are not mine as Etsy states. That statement is completely untrue and can be proven to be untrue. The only connection I have is a personal one with the [redacted]. I am a relative, and she has used my computer. The only way Etsy could have discovered what they call "overlapping connection" is by violating my online privacy. Regardless of their policy, they have violated FTC rules by harassing me, a third party, in order to collect a debt. They have also violated her privacy by sharing information with you that they did not have permission to divulge. I only gave permission for information about MY account to be shared. It may be true that they have the right to shut my shop down for no reason at all, which they have done, but they cannot write or interpret policy that violates federal law. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]...

[redacted]
 [redacted]
Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated July *, 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. Katherine M[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.”
In the complaint, the Customer claims that she purchased a tank top from a seller on Etsy (the “Seller”) and that the item she received was not the same material as was described by the Seller.
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.” 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 June **, the Customer opened a Not as Described case on Etsy for her order. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case based on the overall quality of an item received, and the item received is materially similar to the seller’s listing description and photos.Because Etsy is a venue, each seller may have different policies in regards to returns and customer satisfaction. While we encourage sellers to practice superior customer service, we can not guarantee that this will always be the case. Some sellers may offer a replacement or a refund in this circumstance, but these resolutions are not required by Etsy. We’re sorry to hear that the Customer has not had a positive experience with this Seller. In the event the Customer requires additional assistance from Etsy, 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,
Camille
Etsy, Inc.

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

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated June **, 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 quality of the product he 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.  
The Customer also noted that when contacting our Trust team, that they were informed that the 60 day window to file a dispute had passed.  However, the Customer was also advised that we would conduct an inquiry with the Seller as a courtesy.

In the event the Customer has any questions about the inquiry in progress, 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.

[redacted]
 
[redacted]                            [redacted]
                                    [redacted]
                                    [redacted]             [redacted]                             [redacted]
 
 
 
Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the complaint filed July [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 was a buyer
on the Etsy site and as such agreed to Etsy’s Terms of use.’’
 
In the complaint the Customer indicates that he
did not receive an item from a seller using Etsy’s platform and requests a
refund for an item purchased from them.
Etsy’s Terms of Use, to which the
Customer agreed, 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.”
Buyers on Etsy may file a case in order to
resolve disputes such as these ([redacted]).
Our records indicate that the Customer did not file a case using Etsy’s case
system, and the date to file a case has expired.  Our records also indicate that the Customer
chose to send the package back to the seller without a previous agreement with
the seller. Had the Customer reached out to Etsy or
the seller we may have been able to assist him in this return.  
 
It is unfortunate that the Customer did not
have a satisfactory experience in this circumstance. These situations are unfortunate, but rare. Most transactions
on Etsy are completed without incident.
 
Please also 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.
If you have any questions please contact me
at [redacted]
 
Sincerely,
 
[redacted]
Etsy, Inc.

vertical-align: baseline; white-space: pre-wrap; font-family: Arial; color: #222222; background-color: #ffffff;">Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated June **, 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 Complaint, the Customer states that she was not refunded for an order that she returned to an Etsy seller (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.  

In the event the Customer is not able to resolve this with the Seller directly, they may contact our Trust team for more information about our dispute system. Should the Customer have any questions about this process she may contact [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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
/>

[redacted]...

[redacted]
 
 
Dear Mediator:
 
This letter sets forth Etsy’s position regarding the complaint filed September [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, [redacted], or a Craft Supply” ([redacted]). Etsy defines [redacted] as material that is at least 20 years old. 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 she listed material in a shop she opened using Etsy’s service, and that Etsy closed her store.
 
Based on our records, it appears that the Customer’s Etsy shop and account is frozen because the material listed in the Customer’s 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. 
 
A member of Etsy’s Integrity Team, which handles these issues, reached out to the Customer on 9/**/14 to inform the Customer that certain material in her Etsy shop did not match Etsy’s [redacted] criteria. We asked the Customer to remove any material that was not at least 20 years old. The Customer responded that the listings were ‘[redacted] Inspired’ and are not sold in stores. Etsy informed the Customer that [redacted] items must be at least 20 years old, and that her listings did not qualify to be sold on Etsy. Etsy asked the Customer to provide proof that her listings were at least 20 years old. The Customer did not make the necessary changes, nor did she provide proof that her listings complied with Etsy’s policies. As a result, we froze the Customer’s account.
 
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]. 
 
Etsy considers this matter closed at this time.
 
 
Sincerely,
 
[redacted]
Etsy, Inc.

background-color: rgb(255, 255, 255);">
December **, 2014

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

Dear [redacted]:

This letter sets forth Etsy’s position regarding the complaint dated December **, 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 received later than expected, and the Seller agreed to issue a partial refund. The Customer also states that the refund has not been received, and the review response left by the Seller contained false information. To clarify, the Seller is not an employee of Etsy, but rather a person who operates a shop on Etsy.  
According to our records, the Customer opened a case on September **. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist Customers in resolving these concerns. The case was closed on October * when the Seller provided proof that the item was sent to the address on the Etsy receipt.
We’re sorry to hear that the Customer has not received the refund from the Seller. Because Etsy is a venue made up of individual sellers who each run their own shops, sellers create their own policies and are responsible for their inventory and shipments. Currently, Etsy doesn't mediate this kind of refund agreement because each seller on Etsy decides their own refund policies.
As a courtesy, we contacted the Seller on December ** and requested that they get in touch with the Customer. Although we cannot guarantee any sort of resolution as a result, it is our hope that the Seller will honor their refund agreement.
I also see that the Seller responded to the Customer’s review on November *. After careful consideration, it was determined that this review response does not violate Etsy policies. Etsy does not investigate the validity of opinions or statements made in reviews or review responses. Etsy also does not mediate review disputes. However, if the Customer would like the original review removed, we would be happy to remove both the original review and the review response.
In the event the Customer has any further questions about Etsy’s dispute or review systems, 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.

...

                                        
December*, 2014
 
To:                            The Revdex.com
                                    [redacted] [redacted] [redacted] [redacted]
                                    [redacted]
 
Via Email:             [redacted]
 
Re:                             Case #[redacted]
 
 
Dear [redacted]:
 
This letter sets forth Etsy’s position regarding 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.’’
 
In the Complaint, the Customer states that Etsy closed her account. The Customer requests to have her account on Etsy re-instated.
 
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,” and "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."
 
Our records indicate that the Customer was involved in the operation of another Etsy shop. Etsy received multiple notices of intellectual property infringement regarding the other account that indicated that material in the Customer’s Etsy shop was infringing on certain intellectual property rights. Each time we were contacted, we removed the allegedly offending material and contacted the Customer. We indicated to the Customer that receipt of repeat notices of infringement may result in account termination.
 
After a receipt of further notices of infringement, we made the decision to revoke the Customer’s selling privileges. We understand the effect this may have on the Customer, however we must ensure the integrity of the marketplace. When we revoked the Customer’s selling privileges, we explained that if she opened another shop on Etsy will result in a permanent refusal of service.  The Customer opened another shop in violation of Etsy’s Terms of Use. As a result, Etsy refused service to the Customer permanently on all accounts.
 
As a result of the receipt of repeat notices about the Customer’s account and violation of Etsy’s Terms of Use, we decided to refuse service to the Customer. Etsy considers this matter closed at this time, and the decision is final. 
If the Customer has any questions she may wish to contact [redacted].
 
 
 
Sincerely,
 
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 have not received a refund. I did not receive the shirts. Etsy has incorrectly stated that I began correspondence on 4/**/14 and I have attached proof showing that isn't the case and that I began correspondence on 4/**/14 as their policy states to do. I contacted the seller first with no response and then Etsy.com with no response. I find it unacceptable that they stated in their response that they cannot provide me a phone call back. In addition, it is unacceptable to not have a phone number to be able to contact them. Also, the request a phone call button is unclickable. This is absolutely poor customer service and takes advantage of consumers.
 
 
 
 
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:

[Your Answer Here]
 
 I see no response from the business.
 
 
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);">
December **, 2014

To:                The Revdex.com
                    30 East 33rd Street – 12th Floor
                    New York, NY 10016
Via Email:       [redacted]
Re:                Case # [redacted]

Dear [redacted]:

This letter sets forth Etsy’s position regarding the complaint dated December *, 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, “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. The seller must pay the amount due in full within 15 days of the date of the invoice, or the account will be considered past due.”

In the complaint, the Customer claims that he has questions about the charges on his Etsy bill, and that his account was suspended due to these charges.
According to our records, the Customer has made several attempts to contact Etsy through email. Although various Etsy Administrators responded to these emails, it appeared that some of the replies were not being delivered to the Customer. It was determined that the most effective method of communication would be directly through Etsy’s messaging system, Conversations.
I see that the Customer received a Conversation from an Etsy Administrator on December ** with instructions for how to view an itemized breakdown of his bill, including all fees incurred and payments made. Once the Customer’s total outstanding balance is paid, his account will be automatically reinstated.
For more information about Etsy’s fees, the Customer can refer to our Fees Policy page: [redacted]

In the event the Customer requires additional assistance with paying his bill, we would encourage them to reach out to our Billing team directly ([redacted]) or reply directly to the Conversation from CustomerCare in his Etsy account.
We’re sorry to hear that the Customer was concerned by this balance in his account. 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.