Etsy, Inc.

[redacted]...

[redacted]
 
[redacted]                            [redacted]
                                    [redacted] [redacted] [redacted] [redacted]
                                    [redacted]
[redacted]             [redacted]
[redacted]                             [redacted] [redacted]
 
 
Dear Mediator:
 
This letter sets forth Etsy’s position regarding the complaint filed 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. 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, to which the Customer agreed, state, “Everything on Etsy must be Handmade, Vintage, or a Craft Supply” and “Items must be accurately represented in listings and listing photos ([redacted]). Our Terms also state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time.” 
 
In the complaint, the Customer states that Etsy suspended her account.
 
On December **, 2014, a member of Etsy’s Marketplace Integrity Team reached out to the Customer because the Customer was selling material that did not comply with Etsy’s policies, and subsequently suspended the Customer’s Account.  
As a result and in accordance with our policies, Etsy suspended the Customer’s selling privileges. Etsy considers this matter closed.  
 
 
Sincerely,
 
[redacted]
[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:
Hello.  I would like to reject the solution/response that Etsy proposed.  The order that I placed through Etsy was for multiple towels and have since used the other towels.  I would not be able to contact my credit card company to refuse the entire sale.  I have been continuing to try and work with Etsy, but have not gotten anywhere with them.  The Cocktail Party/Vintage Star has continued to write lies about me and has violated Etsy guidelines:
Listed Etsy guidelines- Honesty is important to Etsy and our community. We ask that shop owners represent themselves, their business, and their items accurately. 
Listed under Seller guidelines- By delivering personal [redacted] service and following
Listed under Guidelines--you can show buyers that your Etsy business is honest, friendly, and human. 
Our marketplace is built on trust. It’s important that you represent yourself, your business, and your items accurately.
How do I conduct myself as a member of the Etsy community? -In order to make sure that Etsy’s community spaces remain safe and respectful, we ask that all members adhere to the following rules:
Above all, treat one another with respect. Remember, there is a real person behind each name. 
You may not engage in targeted abuse or harassment
Additionally, Etsy nor The Cocktail Party/Vintage Star do not have any policies posted giving any information about how they handle problems and how they plan to get the problem resolved whether it be by prepaid mailing label at the sellers expense or the the buyers expense.  It seems that even though Etsy is the overseeing company of the sales, the offer absolutely no recourse if the sale does not go as planned for either the buyer or the seller.
 

 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
 
[redacted]                   [redacted]
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[redacted]         [redacted]
[redacted]                   [redacted]
 
Dear Mediator:
 
This letter sets forth Etsy’s position regarding the rejection to our response to 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. 
 
We emphasize that Etsy's Terms of Use state, "Etsy reserves the right to refuse service to anyone, for any reason, at any time." As stated previously, 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. To maintain the integrity of our internal review process, we cannot disclose additional information about this decision.
Etsy considers this matter closed. Please feel free to contact us at [redacted] with any questions.
 
Sincerely,
 
 
[redacted]
Etsy, Inc.

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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'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.”
Additionally, 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 the complaint, the Customer claims that their account was suspended due to an unresolved case.
According to our records, a not-as-described case was opened against the Customer on June **, 2013. The Etsy Administrator mediating this case determined that the item sold by the Customer was significantly not as described, and the Customer would need to accept a return and issue a full refund to the other party involved in the case. Although the items were returned to the Customer, the Customer did not fulfill the refund, and as a result, Etsy suspended their account privileges.
As of today, December **, 2014, the Customer has not provided proof that this refund has been issued. This case will remain open until this proof of refund is received. The Customer’s account will remain open, but suspended, until this case is resolved, and any overdue balance paid.
On June **, 2014, the Customer received a detailed explanation about why their account will not be closed, or fully reinstated, until their overdue balance is paid and the Customer has resolved the case opened against their shop.
It is our understanding that the Customer felt distressed by the communication they received from their own buyer. Please note that Etsy does have policies in place to protect members from unwanted contact by other members on the site. Although we do give members the option to request non-contact via Conversations from other members, they are still required to communicate about open transactions, and participate in cases, which will be mediated by an Etsy Administrator. For more information about these policies, please see this article: [redacted]
Unfortunately, Etsy is unable to assist with matters of unwanted contact that occur off of Etsy.
We’re sorry to hear that this situation has caused the Customer distress. We do not make the decision to suspend an account 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.

April
[redacted]2014
 
To:                            [redacted]
                               [redacted]
Via Email:            [redacted]
Re:                             Case
# [redacted]
 
 
Dear [redacted]:
 
This letter sets
forth Etsy’s position regarding the response to the rejection 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 [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 rejection,
the Customer states that Etsy closed her shop and requests further information
about Etsy’s decision in this matter.
 
First, please note
that Etsy’s Terms of Use state, “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.”
The Customer agreed to these terms.
Second, there was
sufficient overlapping information in the Customer’s account with an account
that has been suspended for policy violations to consider them related. Etsy determined, based
upon the information we retain (which can be viewed here: [redacted]),
that an account associated with the Customer was in violation of Etsy’s
policies. A member’s actions under one username will apply to all accounts Etsy
determines to be associated with that member. In other words, if a member
violates Etsy’s terms and conditions, the consequences will affect the member
across the board.
 
Etsy takes careful
consideration when reviewing accounts that may be violating our Terms of Use.
To maintain the integrity of Etsy’s internal review process, we cannot provide
further insight. We understand that revoking privileges may greatly impact a
member’s livelihood, but we must also take into consideration serious legal
liabilities and the integrity of Etsy’s marketplace. Etsy considers this matter
closed.
If you have any questions please contact me
at [redacted]
 
Sincerely,
 
[redacted]

[redacted]                            [redacted]
                                    [redacted]
                                    [redacted]
[redacted]             [redacted]
[redacted]                             [redacted]
 
 
 
Dear Mediator:
 
This letter sets forth Etsy’s position regarding the rejection of our respont to 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. [redacted] (the “Customer”) was a buyer on the Etsy site and as such agreed to Etsy’s Terms of use.
As stated previously, 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.”
Unfortunately, the Customer did not file a timely dispute with Etsy. Our records show that this dispute deadline expired on January **, 2014. The Customer also appears to have returned an item outside of any kind of agreement with the Seller. As our Terms of Use state, Etsy is released from all claims related to this dispute. 
The Customer may consider contacting the shipping service, [redacted] or the financial institution used to make this purchase, in order to resolve this matter.  
If you have any questions please contact me at [redacted].
 
Sincerely,
 
[redacted]
Etsy, Inc.

[redacted]...

[redacted]                [redacted]
                    [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.  
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.

In the event the Customer does not receive their order or a refund from the Seller, we would encourage them to open a case on Etsy to resolve this directly with the Seller.  To clarify, Etsy’s case system allows for buyers and sellers on the site to resolve disputes directly.
We ask that the Customer please keep in mind that case eligibility for this order expires on September **, 2014. If the Customer would like to file a case for this order on Etsy, they will need to do so before that date.
Should the Customer need assistance opening a case, we ask that they reach out to our Trust team directly ([redacted]) and we'll be happy to help.  
We’re sorry to hear that the Customer’s experience with this Seller has been a disappointing one. 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]
Etsy did not even address the concerns. Why did it take TWO MONTHS for them to tell me this information and when are the refunding the fees they took from me? This answer is nothing but ** 
 
 
 
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:

Etsy, again, did not address the fact that I appealed my shop through Etsy’s appeal process, and received resolutions from both parties with copyright infringement (CI) complaints against my shop and my shops were still not open.  Both parties said they didn’t have a problem with Etsy opening my shop. 
 
I find it contradictory that they continue to collect listing fee revenue from listings on Etsy with CI and from sales of items that have CI.  At the time of this writing Etsy has over 7,000 Oscar listings, over 13,000 Lego listings, over 42,000 Harry Potter listings, over 185,000 Disney listings, over 4,000 Hunger Games listings, 28,000 Hello Kitty listings, and the list goes on and on.  Each listing fee is $0.20.  Do you see what I’m getting at?   In addition, when shops are terminated, Etsy keeps all listing fees.  I have never asked for any refund of listing fees, so I’m not sure what Etsy is talking about.   Another point that should be mentioned here is that I have always paid all Etsy fees and had 100% positive customer reviews.    I did agree to Etsy’s terms and policies, I absolutely did, all the while thinking I was joining a community that cared about its sellers.  I was disappointed to experience those policies being used against me instead of helping me.
 
They are well aware of rampant CI and their position is that those stores have to be turned in.   Etsy can do anything they want, it’s their site and they can change their policy to whatever and whenever they need to.  They hide behind their “policy”.    It’s a crutch, Etsy made these policies, they can change them.  Their policies work perfectly in Etsy’s profitable favor. 
 
CI is a known problem and they never sent anything in their weekly Etsy Success emails regarding avoiding CI.  A simple 2 paragraph explanation of CI would help many shops avoid CI.  Etsy promotes themselves as loving their sellers, but their words don't match their actions.  They are aware of CI and they don't warn us adequately.  A simple web search for “Etsy closed my shop” will show story after story of shops that have been closed for CI.  These stories go back years!   They want us to be shut down! 
 
The emphasis in their last response would be more effective in their emails and their wording, “may” should be “will” shut down your shop permanently.  A 2 paragraph explanation of CI is not legal advice and I am not asking for legal advice, nor did I ever ask Etsy for legal advice.  The Etsy form letter email dated 2/**/2014 would be an excellent place for CI explanation.   
 
Of all the weekly Etsy Success emails to Enlarge Your Shop, Get More Hits, Get More Reviews, Coupons to Increase Business, How to Write Better Descriptions, Quit Your Job, etc.  There has never been anything about CI.  A definition of CI is not legal advice. 
 
Now that I understand CI, I'm not surprised I didn't get turned in sooner.  I had Disney, Star Wars, Big Bird, Sponge Bob Square pants, Cookie Monster, Hello Kitty, Little Nemo, Lion King, etc.  It appears that Etsy does not want large shops on their website.  Once my monthly sales started really growing, all of a sudden I had complaints regarding CI. 
 
Make the punishment match the crime.  We're not allowed to open a shop ever?  A 30, 60, 90 day suspension would be more effective and appropriate especially if they showed any interest in really helping their sellers.  And not for nothing, now that I understand CI, I for sure, will never have CI since I don't want my shops closed.   I am still beyond disappointed with Etsy.  I hope other shop owners will be able to learn from this situation so they do not go through what many Etsy sellers have experienced.
 
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 rejection filed April [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 the complaint, the Customer was a buyer
on the Etsy site and as such agreed to Etsy’s Terms of use.
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.”
In the complaint the Customer states that she
did not receive the item she purchased from an Etsy seller by April [redacted],
2014.
 
The Customer reached out to Etsy on 4/**/14. On
4/**/14, a member of Etsy’s Trust and Safety Team informed the Customer that the
seller provided proof that the items the Customer purchased were sent to the
shipping address on the Etsy receipt. Etsy also explained that because the
Customer and the seller did not agree to a ‘need-by’ date prior to purchase, we
were unable to reopen the Customer’s case on Etsy. We understand that the
Customer may not agree with the decision, we must stand by our reasoning. We
would like to remind the Customer that these sorts of situations on Etsy are
the rare exception.
 
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].
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], I do not find this to be satisfying.
Sincerely,
[redacted]

[redacted]  [redacted]
 
[redacted]                            [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 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 he
wants to be refunded for a restocking fee from a seller on Etsy’s platform.
 
Our records indicate that on 2/**/14 the
Customer opened a case via Etsy’s case system, which is designed to resolve
disputes between buyers and sellers. On 2/**/14 a member of Etsy’s Trust and
Safety team, which handles these issues, moderated the case. The buyer claimed
that the items purchased from an Etsy seller were significantly not as
described. In the case system the seller stated that she would issue a refund
less a restocking fee once the items are returned and examined. The seller
received the items, issued a partial refund and provided proof that the
listings were as described. As a result, Etsy closed the case.
 
It is unfortunate that the Customer did not have a
satisfactory experience purchasing on Etsy. 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. Etsy
considers this matter closed.
If you have
any questions please contact me at [redacted]
 
Sincerely,
 
[redacted]
Etsy, Inc.

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

[redacted]                [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 “[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] claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered.
Pursuant to Etsy’s Terms of Use, the [redacted] 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 [redacted] purchased from is not an employee of Etsy, but operates a shop on Etsy.com.
According to our records, the [redacted] did not contact the Seller through Etsy’s messaging system, Conversations, until January *. As of January *, the order has been cancelled, and the [redacted] has received a full refund from the Seller.
In the event the [redacted] requires additional assistance with contacting the Seller, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance.  
We’re sorry to hear that the [redacted] has been concerned over their experience with this Seller. However, in accordance with our Terms of Use, the [redacted] 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:

In response to Etsy:  You have not sufficiently resolved this issue.  You make the point that I was to contact my credit card company, implying that I have some contractual agreement with the issuer of my gift card.  I do not.  It is a gift card, purchased at [redacted].  I did contact the issuer (Incomm) and filed a fraud charge.  Second, you imply that I have agreed to your terms of service and privacy policy because I have an account with you.  The fraudulent use of my gift card did not take place with my Etsy account.  The thief used their own account to purchase goods with my stolen money, your policy has no grounds in this case.  I have asked that YOU (ETSY) contact the seller to inform them of the theft and fraud so that they may attempt to refund the card which you have so far refused to do, standing behind your policy, which again, has no bearing here.  Fraudulent activity has taken place within your marketplacem which at the end of the day is like [redacted], a place for buyers and sellers to to exchange goods.  [redacted] at a minimum attempts to correct the fraud that occurs in order to protect those who use their services.  You cannot say the same.  You have so far dodged any effort to correct fraudulent activity which I have been the victim of.  I have lost $500.00 of my money and I have no goods, services, or product to show for it other than your attempt to do NOTHING about it.  This activity took place through your "marketplace" and it is your job to make it right.  You (ETSY) must therefore do more to correct this situation and secure a refund for me because it was your site that allowed the laundering of my stolen money to take place.  ETSY makes every effort to be as unhelpful as possible, from hiding behind a policy to not publishing a direct number in which to contact your customer service - instead requesting that the individual be called by the company and the request can only be made on specific days and times.  Stop with your rhetoric and HELP me - actually do something to address the situation and to right a wrong.   
 
 
 
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 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 “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 ordered two items and only received one.
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.
 
I see that
the Customer opened a dispute with our case system on April *, the case was
escalated on April *, and the seller issued a full refund on April *, 2014.
 
We are happy
to see that the Customer received the refund from the seller and that this
matter has been resolved.
 
Etsy
considers this matter closed at this time. If you have any questions, please
contact me at [redacted].
 
 
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.
 
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.”
 
In the Complaint, the
Customer states that she attempted to cancel a transaction made with an Etsy
seller (the “Seller”), “FESTclothing,” but the Seller was uncooperative.
 
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.
 
It appears that, on February
**, 2014, a member of our Trust & Safety team responded to the Customer’s
email support request. We instructed the Customer to contact the Seller to request
a cancellation, and, “If the seller doesn't respond to your cancellation
message please get back in touch.”
 
We are happy to continue
working with the Customer to try to resolve this matter. The Customer can feel
free to respond to our email or reach out to Etsy’s Trust & Safety team
at [redacted]
Should the Customer have
further problems with this transaction, she may choose to file a dispute with
Etsy’s claim system when the transaction becomes eligible on March **, 2014.
 
We sincerely hope the
Customer is able to resolve this matter with the Seller. We consider this case
closed at this time. If you have any questions, feel free to contact me
at [redacted]
 
Sincerely,
 
[redacted]
Etsy, Inc.

May [redacted],
2013
 
To:                            [redacted]
Via Email:             [redacted]
Re:                             Case
# [redacted]
 
Dear [redacted]:
 
This letter sets
forth Etsy’s position regarding the complaint filed April [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
complaint, the customer states that she was never informed why Etsy closed her
shop and that she wishes to have her selling privileges re-instated.
The Etsy 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.
 
Etsy received 6
separate notices from third parties that alleged that material the Customer
listed in her Etsy shop violated their intellectual property. Each time Etsy
received notice, we removed the infringing material and contacted the Customer
via Etsy’s messaging service as well as via the Customer’s email. We also sent
two separate messages via Etsy to the Customer on April **, 2014 and March **,
2014 reminding the Customer of our intellectual property policies. We also
responded to the Customer’s emails most recently on April [redacted],
2014  informing her of these policies.
 
As a result of repeat
notices of infringement, 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]

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

This letter further sets forth Etsy’s position regarding the second 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 second rejection, the Customer has advised she opened a claim on Etsy within the 60 day window to open a dispute.  As previously noted, no such claim was opened, nor was Etsy contacted about this transaction. If the Customer found that they were unable to report an issue with the transaction through the link noted, this was likely because they attempted to do so after their ability to file a dispute had expired on September *, 2014. 
As the Customer paid for this order via [redacted], Etsy unfortunately does not have access to their payment in order to issue a refund on the Seller’s behalf.  Etsy is therefore unable to further assist in the refund process.
We would like to advise the Customer that an inquiry was sent to this Seller as a courtesy.  As the Seller has not resolved this inquiry, the Seller's account has been suspended pending a resolution of the Customer's complaint. In the event the Customer requires additional assistance or would like to follow up on the status of this inquiry, 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.

NEGLIGENT BUSINESS - I Purchased a Christmas gift and assumed my order was delayed because of the holiday rush but after a few weeks had passed I contacted the craftsperson. After a few emails and numerous excuses I tried to contact Etsy and discovered that they have ZERO customer service. Furthermore after 60 days you can't file a case to petition a payment. What little service they have is a FAQ on their website that is a loop to nowhere. I eventually found a phone number that goes to a recording. It seems criminal and negligent at best to maintain a procurement website without responsive customer service.

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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 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'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 without violating our policies and without proper notice. The Customer has had services suspended for multiple reports of non-delivery in the account they’ve noted in this complaint, as well as related accounts they hold on Etsy.  
The Customer’s related account was suspended for non-deliveries prior to the suspension of the account they’ve noted in this complaint.  Our 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."
We do not make the decision to suspend an account 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.