Etsy, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
How can Etsy place a deadline to file a complaint before the item is even shipped? I placed an order in February and received my item in June, by April Etsy said my deadline to file a complaint expiredThis is just poor business and even worse customer service Etsy would rather go back and forth with me that to just make it right by the customerBuyers beware when shopping with Etsy
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated November *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of UseEtsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellersAs 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 itemsEtsy does not pre-screen users or the content or information provided by usersEtsy 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 after receiving no contact from the Seller, the product she received from an Etsy seller (the “Seller”) was returned to the Seller for a refundTo clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy
To further clarify, Etsy is a marketplace made of individual Sellers with their own return policies, and Etsy is unable to mediate returns or refundsHowever, Etsy can help mediate certain kinds of disputes through the Case systemThe Etsy Case system is a platform where buyers and sellers can work together to resolve issues with an orderIf necessary, Etsy Administrators may assist in the mediation of the disputeOur records show that the Customer opened a Case against the Seller on October **, but the Case closed when the Seller provided proof that the item was shippedThis case was reopened today, November *, and an Etsy Administrator will be further mediating this disputeIn the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at ***
We’re sorry to hear that the Customer did not have a satisfactory experience with this SellerHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputesEtsy considers this matter closed at this timeIf you have any questions, please contact me at ***
Sincerely,
***
Etsy, Inc

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

February *,
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Dear Mediator:
This letter sets further forth Etsy’s position regarding the complaint dated December **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use, which includes Etsy’s Seller Policy and Etsy’s Buyer Policy.Etsy’s Terms of Use state that “Etsy reserves the right to change, suspend or discontinue any of the Services at any time, for any reasonWe will not be liable to you for the effect that any changes to the Services may have on you, including your income or your ability to generate revenue through the Services.”In the rejection, the Customer requests that Etsy further review information from her Etsy account (“***”), which was suspended due to policy violations in another account which Etsy considers to be related to ***, in an effort to consider these accounts as unrelatedTo be clear, Etsy has carefully reviewed the information shared between these accounts and has communicated with the Customer directly about this issue on multiple occasions through the email address associated with her *** accountIn doing so, Etsy has requested and reviewed additional information provided by the Customer in an effort to reconsider the determination that the *** account is related to an account suspended due to policy violations.After a thorough review, Etsy was unable to make the determination that the *** account is unrelated to the account in which policy violations had occurred, due to the volume of overlapping information between these accountsAs such, both accounts remain suspended at this time and Etsy will not reconsider the relation between these accountsThe Customer’s *** account status can not be re-evaluated until all policy violations in the related account have been resolvedThis has been clearly stated to the Customer in multiple communications from Etsy Administrators.At this time, the funds in the Customer’s *** Shop Payment Account have been heldThese funds will be released to the Customer after the date on which buyers can no longer file a case for an order against their *** shopThis is to ensure that funds will be available to issue refunds to buyers on the Customer’s behalf, should additional cases be opened against their shopOur records indicate that, the specific disbursement date was provided to the Customer in an email from an Etsy Administrator on January **, Additionally, please note that we clearly disclosed to the Customer the risk of these consequences prior to refusing service to their account for violations of our policies and prior to placing a hold on these fundsAs Etsy’s Direct Checkout Terms of Use state, “if we believe that a seller's actions may result in buyer disputes, chargebacks, or other claims, then we may, in our sole discretion, put (1) a hold, (2) a deposit delay, or (3) a reserve on the seller’s Shop Payment Account balance.”Etsy’s Direct Checkout Terms of Use further explain that, “a hold may be put on funds associated with a particular transaction if there is a dispute or investigation related to the order, for the shorter of: (a) days after the estimated delivery date; or (b) completion of any investigation regarding the seller’s actions.”Should the Customer need further clarification, they may continue to reach out to *** so an Etsy Administrator can address any additional questions or concernsEtsy considers the matter closed at this time If you have any questions, please feel free to contact ***
Sincerely,
Carly
Etsy, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Dear ***,I would like to directly respond to misrepresented comment made on behalf of EtsyMuch of their correspondence emailed directly to me and through the Revdex.com forum are generalized and do not directly address my claimsFor clarity, please find Etsy's comments in quotes with my response following"In the complaint the Customer indicates that a seller who uses Etsy’s platform did not refund or repair an item that the Customer purchasedShe also stated that she filed a case and Etsy did not mediate it."I did not make this claimMy claim was that the "repair" the seller provided was still "not-as-described" as defined by Etsy's online content It did not meet the conditions set forth in Etsy's policy"An item is Not as Described if it is materially different from the seller’s listing description and photosHere are a few examples of Not as Described cases: • The item received is a different color, model, version, or size. • The item has a different design or material• The item was advertised as authentic but is not authentic• The seller failed to disclose the fact that an item is damaged or is missing parts • A buyer purchased three items but only received two • The condition of the item is misrepresentedFor example, the description at the time of purchase said the item was “new” and the item is used" (On Etsy's website)On Etsy's website, they also describe when Etsy will mediate a casePlease see below. "If the seller doesn’t resolve the case, Etsy may issue a refund on the seller's behalf."I followed Etsy's procedures and opened a case The seller then sent me another not as described itemEtsy then closed the case without any mediation or any evidence of investigating. "Because we cannot confirm that the replacement item will match the original listing, we’re unable to continue to mediate the dispute."Below is their rationale: "Etsy closed the case because the seller sent a replacement for the original order, which is considered a valid resolution in these scenariosWhen a seller has sent a replacement, we can no longer mediate the detailed differences of compared to the original order, as we cannot confirm that the replacement item will match the original listing." This, too, is an illogical and statementEtsy case system requires photos of the requested item and the item that was sentI sent photos to show exactly how the item and replacement item were both "not as described."The seller also stated in the case files that the replacement item was not what I requested So, Etsy can, in fact, confirm whether the replacement item will match the original item if they actually take in consideration any of the case notes they requested I put into their system, including the following incriminatory statement made by the seller regarding the "repaired" item she sent that Etsy states "resolved" the case. "Thanks for your interest and I'm sorry you are still disatisfied next time order the item you want from the site that you want he original itemThe bikini is the closest it's going to getOr pick items that I have in my shop that I have patterns for."In this statement, the seller is confirming that the item isn't what I requested and then telling me I should I have purchased an item she could actually createThe seller in much of her communication to me confirmed that she never sent me the item I paid for. Etsy then tries to insinuate that my situation is "rare." "It is unfortunate that the Customer did not have a satisfactory experience in this circumstanceThese situations are unfortunate, but rareMost transactions on Etsy are completed without incident".While I am sure many of the sellers on Etsy practice good customer service it is in the "rare" instance that Etsy response becomes so criticalEtsy's response can either support better business practice in their venue or engender poor customer serviceEtsy decision to close my case encouraged the buyer to not further repair my item the second time or refund my money Esty's inadequate investigation and mediation was harmful to my resolution negations with the sellerEtsy did not consider or respond to any of the evidence provided in the case notes including incriminatory comments made by the seller which confirmed her failure to send me the item we agreed upon both times They did not mediate as described in their case system policy, nor did they refund my money as also described in their policy. As soon as the seller sent me another "not as described" item, the case should have been continued or re-opened The second item still meets the conditions of "not-as-described" as defined by Etsy's own guidelines.I am quite aware that Etsy is a venue for sellers as mentioned by their response. "Please also note that the item the customer purchased was from the Etsy user ‘***’ who operates a shop on Etsy‘***’ is not an Etsy employeePursuant 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"While, I do not dispute this bit of legalese to absolve Etsy from any and every responsibility, I do hold Etsy accountable for not following their own policiesAdditionally, Etsy's actions shape the business practices of the entire Etsy community They did not "mediate" my case at allAnd, their closure of my case instigated the seller to stop all negotiations with meEtsy played a role in me not receiving a satisfactorily returned item or a refund.Finally, in the case notes I sent to Esty, I gave evidence of the sellers certainty that Esty would not care about my claim and would take her side as a sellerShe, apparently has been emboldened by Etsy's actions to not hold her accountable to her buyers In an emaill correspondence an Etsy representative stated: "That said, I also want you to know that due to this case, we have launched a full investigation of [business] practices, and will take action on the shop should the need ariseYou can rest assured that sellers who continually demonstrate an inability to fulfill business obligations in a professional, honest manner are permanently removed from our marketplaceWe are devoted to maintaining the integrity of our marketplace, and have many teams in place to ensure that each shop is only offering quality merchandise on Etsy"You can understand how I have no faith in the empty promise to launch a "full investigation" as they were unwilling to investigate my one specific case If Etsy does not abide by their policies and mediate for good customer service and quality transactions, how then can they expect to maintain the integrity of their marketplace?" Etsy should either re-open my case as the item that I was sent still meets their definition as "not-as-described" or they need to refund my money on the sellers behalf as they state in their policy' when a seller does not resolve a "not-as-describe" case which the seller has not once Etsy closed the case.*** ***

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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated August **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (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 sellersAs 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 itemsEtsy does not pre-screen users or the content or information provided by usersEtsy cannot ensure that a buyer or seller will actually complete a transaction”
Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”
In the Complaint, the Customer states that the product she received from an Etsy seller (the “Seller”) was not as describedTo clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy At this time, the Customer has not contacted Etsy about this transaction
If the order the Customer received doesn’t match what the Seller described, the Customer may open a caseThe Customer is currently eligible to file a case on Etsy until September **, To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist Customers in resolving these concerns
In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at ***
We’re sorry to hear that the Customer did not have a satisfactory experience with this SellerHowever, 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 timeIf you have any questions, please contact me at ***
Sincerely,
***
Etsy, Inc

Dear Mediator:
This letter sets
forth Etsy’s position regarding the response to the complaint filed March ***,
against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace
where people around the world connect to buy and sell unique goodsTo use the
site, each individual must agree to Etsy’s Terms of Use and other site
policiesAs *** *** (the “Customer”) explained in the complaint, the
Customer was a buyer on the Etsy site and as such agreed to Etsy’s Terms of
use
In the rejection,
the Customer states that she purchased scarves on Etsy from the seller ‘***’
and has not received the scarvesThe Customer requests a refund or the
scarves
Our records indicate
that the Customer purchased the scarves on 2/*/On Etsy, a customer may file
a complaint for non-delivery via Etsy’s case systemThe Customer may learn how
to file a case here: ***
Etsy will gladly work
with the Customer to come to a resolution in this case if the Customer wishes
to work with us
Please
note that the item the customer purchased was from the Etsy user ‘***’
who operates a shop on Etsy‘***’ is not an Etsy employeePursuant 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 disputeEtsy did not receive
any payment from the Customer for this purchase
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.”
It is unfortunate that the Customer did not
have a satisfactory experience purchasing from a seller on EtsyThe Customer
may wish to file a caseThe Customer can also reach out *** with any questions
If you have
any questions please contact me at ***
Sincerely,
***
Etsy, Inc

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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated September **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policiesSusan Romero (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of UseEtsy’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 worldIt is important to note, however, that Etsy is not a part of that transactionBy 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 they made a purchase from a seller on Etsy (the “Seller”) and that they had not yet received the item, nor a refund
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.” Transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.comAccording to our records, the Customer received a full refund for this transaction on September **, The Customer may wish to note that it typically takes to business days for the refund to be reflected in their bank account or card statement
In the event the Customer has any further questions about this refund, they may contact our Trust team for more information at ***
We’re sorry to hear that the Customer did not have a satisfactory experience with this SellerHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputesEtsy considers this matter closed at this timeIf you have any questions, please contact me at ***
Sincerely,
Frankie
Etsy, Inc

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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated August *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (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 sellersAs 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 itemsEtsy does not pre-screen users or the content or information provided by usersEtsy 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 order they placed with an Etsy seller (the “Seller”) was fraudulentTo 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 reported this order as fraudulent to their bank, however in contacting Etsy, advised that the order was placed by them and received, but not as described The Customer then opened a case on Etsy that was mediated by an Etsy Administrator on August *, To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist Customers in resolving these concerns
The Customer then proceeded to file a chargeback with their bank to report the order as fraudulent Currently, the chargeback review process is in progressThe Customer will now have to contact their bank to get the most up to date information on the progress of the dispute
In the event the Customer has any further questions about this, they may contact our Trust team for more information at ***
We’re sorry to hear that the Customer did not have a satisfactory experience with this SellerHowever, 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 timeIf you have any questions, please contact me at ***
Sincerely,
***
Etsy, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I disagree with your statement Here is the email which you in your response above stated did not happen:
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I responded that my billing address was correct I also called *** *** and was told that my charges were fine
Again, Etsy has a faulty process I wasn't a high risk or fraudulent buyer And while I did use ***, that wasn't my choice as I like to use *** *** for all of my online purchases Again, I think an apology to myself and the Etsy vendors is in order and a gift card or some other way to show their remorse and customer service is warrantedIn order for the Revdex.com to appropriately process your response, you MUST answer the question above

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Dear Mediator:
This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated November *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use
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 rejection, the Customer once again claims that she is unable to close her Etsy account due to an outstanding balanceThe Customer also claims that she did not use Etsy’s servicesThe Customer’s account can only be closed after her outstanding balance has been paidOnce the Customer’s balance has been paid, she will be able to close her accountOur records show that the Customer’s account is open, but her shop is not activeThe Customer currently has an overdue balance of $USD resulting from listing fees that were charged when the Customer listed items in her shop on December **, Although these listings may have expired, been removed, or not have sold, this indicates that the Customer did use Etsy’s services
For more information about Etsy’s fees, the Customer can refer to our Fees Policy page: ***
In the event the Customer requires additional assistance with paying her bill and closing her account, or if the Customer believes she did not have this shop open in when these fees were accrued, we would encourage them to reach out to our Billing team directly (***)Once again, we’re sorry to hear that the Customer was concerned by this balance in her accountHowever, 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 ***
Sincerely,
***
Etsy, Inc

This was my first experience purchasing an item through Etsy and it will likely be my lastCompany is difficult or nearly impossible to contact by phone and simply give "canned" email responses to issues
In short, I ordered an item and the vendor said that it would normally take a few days to ship, but could possibly take a week or so longer to fulfill the order if he was busy The product was first ordered on February *, After weeks had passed and I still had not received the item the vendor replied that he was busy and backed up, but would definitely ship the item by March *
March * passed and I inquired again, the vendor said that he was "looking at the item at this moment" as he was writing the reply to me and that it would definitely ship by Monday March ** by FedEx and that I should receive the item in a couple of days Another week went by and being concerned, I sent emails to Etsy to ask if they could intervene and possibly contact the vendor
All I received was "canned" emails explaining their process and that they would look at the issueIn fact, blogs I have read from the customer service manager state that even though a consumer cannot contact Etsy directly by phone - IF a consumer submits a complaint "Etsy will normally contact the customer by phone within minutes"
I submitted my issue and waited days - did not receive a phone call from EtsyThen I waited more days and submitted againAgain, never received a phone call from Etsy I have ordered products online for years from many different companies and most have had excellent service and response This experience with Etsy has definitely been the worst online shopping I have encountered

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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated August *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s full Terms of Use can be found here: ***
In the complaint, the Customer states that she placed an order with a seller on Etsy (the “Seller”), and that she returned her purchase for a refundAs such, the Customer states that the Seller initiated a refund for her order, but she has yet to receive said refund.Our records indicate that the Customer placed an order with the Seller on June **, and was issued a partial refund for the item on July * when the item was returnedThe Customer was unfortunately affected by an error which our third party payment processor (“Worldpay”) encountered on multiple transactions during July Because of this error, full refunds were incorrectly issued to some buyers instead of the intended partial refund amountTo correct this error, Worldpay issued charges to the cards used to make the purchaseThese charges were for the difference between the purchase prices and the partial refunds.The Customer should therefore see the following on her card statement, in addition to the initial charge for the purchase: a full refund in lieu of a partial refund, followed by a charge to recoup the difference between the full and partial refundHowever, due to refunds being delayed as another result of our payment processor’s error, it is possible that the Customer was not issued the first full refund immediatelyAccording to our records, the Customer should now have received this refundAn Etsy Administrator reached out to the Customer by to confirm this on August **, but we have not yet heard back from her as of today, August **.The Mediator may wish to note note that Etsy has communicated this system error publicly with our members, both on the site and through several email messages which were sent to affected buyers and sellers in the Etsy marketplaceOn July *, Etsy shared the following information with our members on behalf of Worldpay, in a public forums announcement: “ ‘Worldpay is aware of an isolated issue impacting one of our gateways, resulting in a delay to some deposits and refunds for transactions across some of our customers' platforms, including Etsy'sWe are working hard to resolve this issue, and sincerely apologize for the inconvenience this has caused to Etsy sellers and buyersTo date, we have resolved the full backlog of deposits and refunds from the weekend, and we’re confident we will have addressed any remaining transactions shortly.’ - The team at Worldpay”The full July * announcement can also be viewed here: ***We sincerely apologize for any inconvenience or concern the Customer experiencedIn the event the Customer continues to have questions, she may reply directly to the August email or reach out to our Support team using our Help form, which can be found here: ***Etsy considers the matter closed at this timeIf you have any questions, feel free to contact ***
Sincerely,
Camille
Etsy, Inc

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Dear Mediator:
This letter sets forth Etsy’s position regarding the Complaint filed 7/**/15 against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsIndividuals may open up their own shop on Etsy to sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs *** *** (the “Customer”) stated 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 shop.
Etsy’s Intellectual Property Policy states, “Etsy terminates account privileges of members that are subject to repeat notices of intellectual property infringement in appropriate circumstances and at Etsy’s discretion.” (***)Our Terms also state, “Etsy reserves the right to change, suspend or discontinue any of the Services at any time, for any reason.” (***)
The Customer operated a shop on EtsySince that time, Etsy received multiple notices of intellectual property infringement regarding this member’s accountWe note that the Customer received numerous notices of infringement from parties such as *** *** *** ***, and *** ***Each time we were contacted, we removed the allegedly offending material and contacted the CustomerWe indicated to the Customer that receipt of repeat notices of infringement may result in account termination
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 revoke the Customer's shop privilegesIf the Customer has any questions she may wish to contact *** or the parties that sent Etsy the noticesIn the event the Customer attempts to open a new shop on Etsy in violation of this action, Etsy may revoke all buying and selling privileges to the Customer permanently and indefinitely
Etsy considers this matter closed
Sincerely,
Patricia
Etsy, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Esty suspended this seller from the site and suspended the fundsIf they did this then how are we to receive our money backThey must take responsibility for making so the customers can no longer reach this shopit was their decision to remove him and suspend fundsI have an e-mail stating this is what happenedI am owed almost $and I need to recover this from the seller on their site that they have made so no one can reach himThere is some accountability there
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedI will not be doing business with Etsy again and will be informing other people about how I now am out $through no fault of my own
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Etsy has still not taken action against the seller and refuses to credit me a balance for a replacement item for what I have paidEtsy refuses to fix the problem, so I am not satisfied
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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Dear Mediator:
This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated June **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use
As previously stated, Etsy’s Terms of Use state, “You must keep your account information up-to-date and accurate at all times, including a valid email address.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”
In the rejection, the Customer states that she did not receive communication regarding the case opened by an Etsy buyer (the “Buyer”)To clarify, all communications were sent to the Customer’s provided email address, which the Customer is responsible for maintaining and keeping up-to-date Communications about this case were sent to the buyer on May **, 2014, June **, and June **, in regards to their case The Customer also had access to the case through their Etsy account
We’re sorry to hear that the Customer did not receive these communications, however per Etsy’s Terms of Use it is not Etsy’s responsibility to ensure that a Customer’s email address is valid This is the responsibility of the Customer
Should the Customer have any questions about this she may contact *** 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 timeIf you have any questions, please contact me at ***
Sincerely,
***
Etsy, Inc

Dear Mediator:
This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated October **, against Etsy, Inc(“Etsy”)Etsy’s service, ***, is a marketplace where people around the world connect to buy and sell unique goods *** * *** (the "Customer") is a member of Etsy and is subject to Etsy's Terms of Use, including our Privacy and Requests for Information Policies
In the rejection, the Customer states that Etsy’s recommendation to file a dispute with issuer of the prepaid *** would not resolve the matter of an unauthorized charge being applied to this prepaid cardOur records show that the Customer has received communication from an Etsy administrator on November *, with instructions of filing a payment dispute with the financial institution associated with a prepaid *** Additionally, the Customer’s most recent response, states that she has filed a dispute with the issuer of the prepaid credit card at this timeIn addition, the Customer has requested that Etsy submit a request to the seller for the refund of this unauthorized transactionAt this time, following an investigation of the account associated with this transaction, Etsy has intervened and issued a full refund to the prepaid credit card used in this unauthorized transaction The Customer should expect a refund within 2-business days as of November **, Etsy considers the matter closed at this time If you have any questions, feel free to contact ***
Sincerely,
Greg
Etsy, Inc

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Dear Mediator:
This letter sets
forth Etsy’s position regarding the complaint filed July ***,
against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where
people around the world connect to buy and sell unique goodsIndividuals may
open up their own shop on Etsy to sell unique goodsTo use the site, each
individual must agree to Etsy’s Terms of Use and other site policiesAs *** ***
(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
she had difficulty with a user of Etsy’s service 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 (***)
Our records indicate that the Customer did not file a case using Etsy’s case
system, and the date to file a case has expiredPlease also note that this
transaction was completed via ***Etsy cannot issue funds for transactions
completed via *** and we recommend that the Customer submit a
claim with your bank or credit card issuer for the payment submitted via
***, as Etsy isn't able to issue refunds for *** payments.
It is unfortunate that the Customer did not
have a satisfactory experience in this circumstanceThese situations are unfortunate, but rareMost transactions
on Etsy are completed without incident
Please also note that the item the customer
purchased was from the Etsy user ‘***’ who operates a shop on Etsy‘***’
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 [email protected]
Sincerely,
***
*** ***