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]
Hi again, I emailed you and to etsy on October [redacted] details with images, I'm not sure if I send it to the wrong email, I just forwarded
to you again to go over.
Please let me know if you got my messages with detailed photos.
Thanks
[redacted]
 
 
 
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 requested a more thorough review of my case and a phone call response. Etsy clearly has not thoroughly reviewed my case because they stated I did not return the pen because it did not fit in the packaging, but I clearly stated in my case with them, and provided proof from the email I received from the seller, that the reason the pen was not returned with the book was because the seller specifically told me not to send the pen back with the book. They say I should email Trust & Safety, yet I stated in my complaint I have done that numerous times without response, which is why I requested a phone call to resolve this. The entire purpose of my complaint with Revdex.com is because emailing Trust & Safety was futile.
I also asked for an explanation of why Etsy cannot require that their sellers pay return shipping, and again, Etsy did not address this request. 
The response from Etsy is a perfect example of how I was treated when doing business with them - They gloss over the facts in an obvious hurry and end up getting the facts wrong, and then proceed to ignore direct customer requests.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated September **, 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 claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered.  The Customer has also noted their disappointment in Etsy’s response time to their email.  
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 previously operated a shop on Etsy.com.

Unfortunately, as the Customer noted, the Seller the Customer ordered from no longer qualifies to be a member of Etsy and will not be returning to the site.  Although the Customer is unable to continue their case for this order on Etsy, they can still open a refund claim based on their payment method.
As the Customer paid for this order via [redacted], Etsy does not have access to their payment in order to issue a refund on the Seller’s behalf.  We would recommend that the Customer therefore contact [redacted], or their bank or credit card issuer, to see whether they are able to obtain a refund.
We’d like to apologize for the delay in responding to this Customer’s email, as I see they wrote to our Trust team on September ** and we responded on September **.  At this time the Customer is still in communication with our Trust team about this concern.  
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.

Dear [redacted]:
 
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. Individuals
may open up his/her 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 Sarah
Edwards (the “Customer”) explained in the rejection, the Customer was a buyer
on the Etsy site and as such agreed to Etsy’s Terms of use.
 
In the complaint,
the Customer states that she received an item she purchased, but the item arrived at 4pm and was late
for an 11am event.
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 these. It appears that the
Customer filed a case with this seller on 1/**/14. Etsy’s Trust and Safety
Team, which moderates these disputes, determined that the seller shipped the
item and explained that Etsy is unable to hold a seller accountable for
shipping delays or errors. Etsy’s Trust and Safety Team also explained that
Etsy cannot intervene to force a resolution, and as such Etsy closed the case.
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.
It is unfortunate that the Customer did not
have a satisfactory experience purchasing from a seller on Etsy. The Customer
may wish to file a case with the appropriate shipping merchant.
If you have
any questions please contact me at [redacted]
 
Sincerely,
 
[redacted]
Etsy, Inc.

class="Apple-tab-span">
[redacted]
Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint filed October **, 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. 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 seller on the Etsy site and as such agreed to Etsy’s Terms of Use.
In the complaint the Customer states that he contacted Etsy to inform Etsy of other sellers who were not complying with Etsy’s policies, and that Etsy has not closed the shops in question, but instead continues to allow them to operate on the website selling non-handmade items. He requests that Etsy close the shops that are allegedly violating Etsy’s policies.
Etsy’s policies state, “Everything listed for sale on Etsy must be handmade, vintage, or a craft supply.” They also state, “Etsy may refuse service to anyone, at any time, for any reason.” Etsy’s Marketplace Integrity Team investigates whether members are selling material in accordance with our policies. If the Customer believes there are sellers on Etsy who are not following Etsy’s Handmade Policy, he may report that to Etsy using the “Report this shop to Etsy,” button on any shop page. Etsy may then investigate and close shops where appropriate.
Etsy is  unable to comment on the status of another member’s shop, in accordance with our Privacy Policy ([redacted]). However, if we investigate a shop and determine that the items being sold do not meet our policies, we may decide to close the shop.
The Customer states in his complaint that he owns several patents for items being sold on Etsy, and that they are being sold without his permission. Etsy’s Intellectual Property Policy states, “Etsy strives to respond quickly when we receive proper notice of intellectual property infringement by removing or disabling access to the allegedly infringing material.” The Customer may wish to report allegedly infringing content using our online form [redacted]).
Etsy considers this matter closed. If you have any questions please contact me at [redacted].
Sincerely,
April
Etsy, Inc.

To:                   The Revdex.com
Arial;">                        [redacted]
                        [redacted]
Via Email:         [redacted]
Re:                   Case #[redacted]
 
Dear Mediator:
 
This letter sets forth Etsy’s position regarding the response to our reply to a complaint dated 5/**/15 against Etsy, Inc. (“Etsy”).
 
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 by using the site, the Customer agreed with Etsy’s Terms of Use. 
 
The Etsy Terms of Use state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time.” The Customer is an Etsy member and agreed with Etsy’s Terms of Use and other site policies. Etsy's policies describe the criteria for having a shop and listing items in the Etsy marketplace. There are very specific standards for what can be listed as on the site. The Etsy Terms of Use state, “By listing an item on the Site you warrant that you and all aspects of the item comply with Etsy's published policies.” The policies also clearly 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.”
 
Etsy sellers may sell items that are handmade, vintage (20+ years old), or craft supplies. After a careful investigation, Etsy determined that certain items the Customer's shops did not qualify and therefore may not be listed on the site. We note that members of our Integrity team reached out to the Customer on multiple occasions about this.
  
Should the Customer have any additional questions about this, she may contact [redacted].
Etsy considers this matter closed.
 
 
Sincerely,
 
 
[redacted]
Etsy, Inc.

Dear Mediator:
This letter sets forth Etsy’s position regarding the Complaint dated February **,
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.
In the Complaint, the
Customer states that he did not receive an item he purchased from an Etsy
seller (the “Seller”), username “[redacted]” of [redacted],
on February *, 2014.
 
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. Filing
this Complaint against Etsy unfortunately is not an effective way to resolve this
issue with the Seller.
 
According to our records,
the Seller sent the item on February **, 2014, and provided the USPS tracking
number [redacted].
 
It appears that the Customer
did not attempt to reach out to the Seller directly about this transaction,
which would have been the most effective way to ask about shipping of this
item. I see that a member of Etsy’s Trust & Safety team tried to assist the
Customer through multiple emails from February [redacted] 2014, but the Customer
simply refused to understand that Etsy merely connects the buyer and seller,
and that we are not directly involved in the procurement or shipment of the
items on our site.
 
Should the Customer have
further problems with this transaction, he may choose to file a dispute with Etsy’s
claim system by the April **, 2014 deadline.
 
We are sorry to see the
Customer did not reach out to the Seller directly for more information, and
appears to be confused about Etsy’s role in the transaction.
 
Etsy’s Terms of Use
specifies that Etsy “cannot ensure that a buyer or seller will actually
complete a transaction.” Etsy’s Terms of Use also states “[s]hould you have a
dispute with one or more users, or an outside party, 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 such disputes.”
 
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.
 
We sincerely hope that the
Customer receives the item he purchased soon. 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:

Etsy still has not provided an itemized account broken day by day for the charges. Etsy is trying to charge me ad fees for the days that my account was suspended and thats why they do not want to provide the day by day breakdown because they know they are at fault at this point.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

July **, 2015

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

Dear Mediator:

This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated September **, 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 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 that the Customer purchased from is not an employee of Etsy, but previously operated a shop on Etsy.com.
As previously mentioned, Etsy does not have access to the funds submitted for this transaction via [redacted]. However, according to our records, the Seller has indicated that a full refund was issued to the Customer via [redacted] on July **. As such, Etsy has closed the case filed by the Customer. Cases close automatically when a refund is made, as it is proof of a resolution per Etsy’s policies. For assistance locating this refund, we recommend that the Customer contact [redacted] directly for help because their services are separate from Etsy’s. I’ve included [redacted]’s contact information below for the Customer’s convenience:
[redacted] Help Center: [redacted] Contact page: [redacted] # ###-###-#### (US), ###-###-#### (if calling from outside the US)
Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted].  

Sincerely,


Carly
Etsy, Inc.

[redacted]
 
[redacted]                   [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 by using the
site, the Customer agreed with Etsy’s Terms of Use. 
 
The Etsy
Terms of Use state, “Etsy reserves the right to refuse service to anyone, for
any reason, at any time.” The Customer is an Etsy member and agreed with Etsy’s
Terms of Use and other site policies. Etsy's policies describe the criteria for
having a shop and listing items in the Etsy marketplace. There are very
specific standards for what can be listed as on the site. The Etsy Terms of Use
state, “By listing an item on the Site you warrant that you and all aspects of
the item comply with Etsy's published policies.” The policies also clearly
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.”
 
Etsy
contacted the Customer as early as 2011 to learn more about how the items in
her shop were made and to confirm that these items qualified to be sold on
Etsy. Based on the information provided by the Customer, Etsy’s Integrity team
determined that the items listed in the Customer’s Etsy shop did not meet our
site policy for what can be sold. As a result, and in accordance with these
policies, the Customer’s account was suspended in 2012. The Customer then
proceeded to open a multitude of shops subsequent to this suspension - in direct
violation of this action against her. We take such violations very seriously,
and as a result, have revoked all of the Customer’s Etsy account privileges.
 
 
 
Sincerely,
 
 
[redacted]
[redacted]

[redacted]

[redacted]                [redacted]
...

                    [redacted]
                    [redacted]       [redacted]                [redacted]
Dear Mediator:

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 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 that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.
According to the [redacted] tracking information provided by the Seller, the Customer’s order was marked as delivered on October **. The Customer contacted the Seller on November * about not receiving the item. Some sellers may offer a replacement or a refund in this circumstance, but this is not required by Etsy.
According to our records, the Customer did not open a case on Etsy for this transaction within the 60-day eligibility window. As a venue, Etsy is not directly involved in the transaction, and we are unfortunately unable to fully mediate between the Customer and the Seller outside of our dispute system.
The customer first contacted Etsy on December * to inquire about opening a case for this order. The Seller had cancelled the order on December *, and Etsy’s cancellation policies require cancelled orders be refunded if the buyer already submitted payment.
On December *, an Etsy Administrator asked the Customer to check her [redacted] account to be sure the refund would not appear there within the expected processing time of 3 to 5 business days. The Customer was also advised to reply to the email if no refund had been issued.
The Customer’s first reply was received on December **. Unfortunately, the option to file a case had expired on December **. Once the option to file a case expires, it cannot be reinstated.
An Etsy Administrator contacted the Seller on December ** to inquire about the cancellation of the order. Because no refund had been issued, it was determined that the cancellation of this order was not valid, and the cancellation was reversed on December **.
The Seller was contacted by an Etsy Administrator again on December ** with a request to provide proof that the Customer’s order was shipped to the address on the Etsy receipt. The Seller was able to provide this proof. For this reason, and because the [redacted] tracking information does not show the item was returned to the Seller, Etsy cannot hold the Seller responsible for the postal error.
As the Customer paid for this order via [redacted], Etsy does not have access to their payment in order to issue a refund on the Seller’s behalf. Because the option to file a dispute with [redacted] has also expired, the Customer may wish to contact their bank or credit card issuer in pursuit of 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.

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 reject this business response from Etsy because it seems like they did not investigate what actually happened with this case. I was giving the seller an opportunity to make things right before leaving them a nasty review. I did not know about the 60-day limit to leave a review. That doesn't make sense to me. What if a product breaks in right after the 60 days are up? It seems like a pretty ineffective way to get feedback, unless they do not really want feedback. It also seems like Etsy must get a lot of complaints because the letters they keep using to correspond with me seem like templates or just a copy and paste type of text to save time or cut corners. I have already started to tell my family and friends about this situation. I am still waiting for them to make it right. They should let me leave feedback.Thank you,[redacted]
 
 
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]
 They keep going in circles. They aren't saying how a product they allow others to sell is high risk. Now they are making claims I was harassing someone without any specifics. This is racism pure and simple. There is no other explanation. They did not allow the contract to be signed in good faith and stole money and are now making slanderous, not just racist, claims. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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[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 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 that she received an incorrect order, and that the initial 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 that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.
As the Customer paid for this order via [redacted], Etsy does not have access to their payment in order to issue a refund on the Seller’s behalf.  We would recommend that the Customer therefore contact [redacted], or their bank or credit card issuer, to see whether they are 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]).  
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]                [redacted]

Dear Mediator:

This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated August *, 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.

In the rejection, the Customer states that she has not received a refund regarding the unknown charge to her credit card.  
Our records show that the Customer has received communications about this charge on August [redacted], 2016, August [redacted], 2016 and August [redacted], 2016 in regards to their refund.  On August [redacted], 2016, an Etsy Administrator notified the Customer with confirmation of the refund being issued and noted the timeframe in which the Customer can expect her refund to be processed by her credit card company.  The Customer should expect a refund within 2-5 business days as of August **, 2016.
We are sorry to hear that the Customer has not received this refund as of today. However, she should be receiving this refund within the next few days.  
Etsy considers the matter closed at this time.  If you have any questions, feel free to contact me at [redacted].  

Sincerely,
Greg
Etsy, Inc.

[redacted]
 
[redacted]                            [redacted]
                                    [redacted]
                                    [redacted]             [redacted]                             [redacted]
 
 
Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the rejection filed May [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 his/her 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 complaint, she 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 she would have preferred to be warned about avoiding
copyright infringement, and that Etsy should refund her listing fees.
Etsy’s Terms of
Use, to which the Customer agreed, state, “Your Content and your use of Etsy
shall not: Infringe upon any third-party's copyright, patent, trademark, trade
secret or other proprietary or intellectual property rights or rights of
publicity or privacy.”
Etsy’s
Intellectual Property Policy, which is in accordance with the Digital
Millennium Copyright Act, stipulates, “Etsy may act expeditiously to respond to
a proper notice [of 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” (emphasis added). This includes all accounts Etsy
determines a member may be associated with.
 
Regarding warning
the Customer about copyright infringement, Etsy is a venue and as such we
cannot offer legal advice to the Customer about how to avoid copyright
infringement. Etsy did inform the Customer on multiple occasions that repeat
notices of intellectual property infringement would result in account
termination. Moreover, we warned the Customer on 2/**/14 with the following, “As you know, Etsy received a notice of infringement
about the content in your shop. The notice gave Etsy reason to believe that the
content violated Etsy's policies. We complied with our policies by removing the
material specified in the notice, and we emailed you stating such. That email
specified to "not re-activate or re-list these item listings until you
resolve the issue," and that "repeat notices, like this one, may
result in account termination."
We then received notice that the seller re-listed this material after this
warning, a grave violation of Etsy’s policies.
 
In terms of
listing fees, Etsy’s Terms of Use State “ If Etsy terminates a listing
or your account, if you close your account, or if the payment of your Etsy fees
cannot be completed for any reason, you remain obligated to pay Etsy for all
unpaid fees plus any penalties, if applicable.” In accordance with Etsy’s policies, we cannot refund the
Customer for the listing fees associated with her account.
 
As a result of
repeat notices of infringement and violation of our Terms of Use, we made the
difficult 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]
 
thank u for your time in looking into this matter but if I still want those shoes can u let me no how and not thur that person 
 
 
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 forth Etsy’s position regarding the complaint dated May **, 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 satisfied with Transactions #[redacted],
#[redacted], and #[redacted]. To clarify, the sellers that the Customer purchased
from are not employees of Etsy,
but rather individuals who operate shops on Etsy.
 
According
to our records, one transaction was made on August **, 2013 and two were made
on December *, 2013. Unfortunately, the Customer’s eligibility to open cases
for these orders expired on October **, 2013; February **, 2014; and February **, 2014. The Customer may review our case system help page found at [redacted] for more information. Once the eligibility to file a case expires it cannot be
reinstated. Should the Customer have any questions about this process she may
contact [redacted].
 
Etsy
considers this matter closed at this time. If you have any questions, please
contact me at [redacted].
 
 
Sincerely,
 
 
[redacted]
Etsy, Inc.

I ordered a product from Etsy website and the product was never received. I had contacted the seller and after a 3 week wait the seller refused to issue a refund. I contact Etsy next and they said that the seller is not a fault for a no show product and sided with the seller. I had to contact my back an initiate a chargeback. I am very surprised at this turn as other online style retailers would normally issue a refund or new product when this happens.

[redacted]                [redacted]
                   [redacted] [redacted]
                   [redacted]       [redacted]                [redacted] [redacted]
Dear Mediator:
This letter sets further forth Etsy’s position regarding the complaint dated May *, 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.”
By agreeing 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 rejection, the Customer states that she should be refunded for her purchase by recoupment of funds, as she believes the purchase she made from a seller on Etsy (the “Seller”) was misrepresented.
The Customer may wish to note that, while opening a Not as Described case provides buyers with the ability for Etsy to take a closer look at what they’ve received as compared to what the seller listed on Etsy, Etsy does not have the ability to mediate such disputes outside of our case system. Once the option to open a case expires, it can’t be reinstated, and Etsy is unable to mediate Not as Described concerns.
Furthermore, for Etsy to determine whether or not an item is Not as Described, proof in the form of images of the item would need to be provided. Because buyer is no longer possession of the item for investigation, we would be unable to determine the nature of the item, and therefore are unable to recoup payment made to the Seller to return to the Customer.
The Customer may also wish to note that, as a venue, Etsy does not enforce the law. Though sellers are required to list their items accurately, we are unable to investigate these concerns for the reasons stated above. Moreover, our Buyer Policy states: “Etsy will attempt to help you resolve disputes in good faith and based solely on our interpretation of our policies, in our sole discretion; we will not make judgments regarding legal issues or claims. Etsy has no obligation to resolve any disputes.”
Finally, the Customer states in her rejection that she was unaware of case eligibility. The Mediator may wish to note that information about Etsy’s case system can be found in our Terms of Use. A link to the Help article which explains case eligibility is included in those terms, which can be found here: [redacted]
In the event the Customer has any further questions, we would encourage her to continue working with our Trust team at [redacted].
Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted].
Sincerely,
Camille
Etsy, Inc.