Etsy, Inc.

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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, IncEtsy’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 rejection, the Customer states that the processing times set by the Etsy seller (the “Seller”) prevented her from opening a disputeTo clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy
Per Etsy’s policies the date a transaction is eligible for a dispute is calculated by the order's processing time plus Etsy's estimated shipping daysOnce eligible, buyers have days to open a case Unfortunately, the Customers ability to file a dispute expired on February *, Once the option to open a case expires, it cannot be reinstated
Once again, we’re very 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,
***
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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint filed August **, 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 Adam Valone (the “Customer”) explained in the complaint, the Customer was a buyer on the Etsy site and as such agreed to Etsy’s Terms of UseIn the complaint the Customer states that he made a purchase on August ***, The customer also states that the seller did not deliver the order, and the seller’s shop was no longer on the website, nor was the seller responding to any communication through Etsy’s messaging service, “Convos.” The customer requests a refundEtsy’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.”
If a customer places an order that they do not receive, they may file a dispute using Etsy’s dispute resolution service, “Cases.” Etsy customers may file non-delivery cases via Etsy’s case system to resolve disputes such as theseIt appears that the Customer filed a case against this seller, after contacting Etsy’s Trust & Safety team and being instructed to do soThe Case process requires that the Customer allow the seller one week to deliver the item before escalating the CaseAfter the one week time period, Etsy may issue a refund on behalf of the seller (***), as explained in communication with the CustomerOn August ***, 2016, the Customer escalated the Case, because the seller did not communicate or provide proof of shippingEtsy determined that the seller would not resolve the issue, and therefore Etsy issued a refund to the CustomerThis refund was issued in full on September ***,
It is unfortunate that the Customer did not have a satisfactory experience with this purchaseThese situations are unfortunate, but rareMost transactions on Etsy are completed without incident
Etsy considers this matter closedIf you have any questions please contact me at [email protected],
April
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 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
Since submitting this complaint, the Customer was issued a full refund by the Seller on August **, 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 disputes
Etsy considers this matter closed at this timeIf you have any questions, please contact me at***
Sincerely,
***
Etsy, Inc

February **,
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*** *** * ***Dear Mediator:
This letter sets further forth Etsy’s position regarding the complaint dated January **, 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 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.”
Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”
In the rejection, the Customer claims that the vests she purchased from a seller on Etsy (the “Seller”) were not as described in the listing she purchased from, and asks that Etsy review the cases filed for these transactions to reconsider the determinations madeAccording to our records, the Customer opened two cases on Etsy, one for each of the vests she received from the SellerOur records indicate that the first case, which the Customer opened because of a flaw on the back of the vest, was closed on January ** in accordance with Etsy’s policiesAs was explained in the case log for this case, “we cannot mediate a case based on the overall quality of an item received, rather we must make a not as described determination based on detailed differences between what is received by the buyer as compared to the seller's listing.” As such, we’re unable to reconsider our decision and the case will remain closed.Our records also show that the second case was opened by the Customer due to the fact that the Customer believed they had also ordered a brown and white vest in a separate order, but an additional black and white vest was receivedThis case was also closed in accordance with Etsy’s policies, as we did not find that there were material differences between the vest received and the item’s listing description and photographsTo be clear, after thoroughly reviewing the second order and case, it appears that the seller does not offer a brown and white vest optionThe listing description and photographs which the buyer purchased from do not depict a brown and white vest, nor do they state that a brown and white color choice is availableAlthough the buyer may have noted that they would prefer a brown and white vest, in a message to the seller sent at time of purchase, we can not hold the seller accountable for providing a brown and white vest as this was not an option offered or described in the listing purchased by the CustomerIf the Customer has not yet done so, they may consider reviewing this Etsy Help article, which further explains case resolutions on Etsy: ***
The Customer may also note that, our records indicate that the Seller offered a resolution to this matter that is within their own shop policies when working with the buyer in the case logsAlthough these cases have been closed on Etsy, the Customer is welcome to continue working with the Seller directly using Etsy Conversations, Etsy’s onsite messaging tool, in attempt to reach an amicable resolution The Customer is also welcome to reach out to our Trust team directly, at ***, should they continue to have questions about these cases or our dispute resolution process
Etsy considers this matter closed at this time If you have any questions, feel free to contact ***
Sincerely,
Carly
Etsy, Inc

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Dear Mediator:
This letter sets
forth Etsy’s position regarding the rejection filed August *, 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 seller on the Etsy
site and as such agreed to Etsy’s Terms of Use
In the complaint the Customer states that his
Etsy account was selling commercial products, and that others selling the same
material should have their account privileges revoked as well
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.” ***
As the Customer stated in the rejection, he
was reselling commercial products in violation of Etsy’s policiesSimply
because others are selling material that may no comply with Etsy’s policies
does not give the Customer permission to willfully violate Etsy’s policies
Etsy is not a pre-screened site, and so material may appear that does not
comply with our policiesThis material can be reported and our Marketplace
Integrity team may review it privately
Etsy considers this matter closedIf you
have any questions please contact me at ***
Sincerely,
Danny
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]
Look, I told you times nowYou charged me a total of 6.5% on my salesI knew about the 3.5% you take from sales but no where on your site does it make clear that you charge another 3% of the entire sale for a "transaction fee." Yes transaction fees are mentioned, but not how much! 3% is way too high for a transaction fee, especially a hidden onePlus, you blatantly plaster, "only 3.5% is taken from a sale," all over your siteThe fact you keep arguing with me about a clear truth disgusts meYou and your business practices are delusional.
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 have determined that my complaint has NOT been resolved because:
I still have not gotten a satisfactory answer as to why they will not assist (other than shifting the responsibility to a third party) a buyer on their marketplace after they got swindled by a seller they have barred from their marketplaceThere is a reason they barred this seller and they have released themselves from all responsibility behind legal wording
So it's all fine and good that they can consider the case closed when they have not done anything to help the innocent buyer on their marketplace? I have indeed attempted to contact the seller directly and I have already started the dispute process with *** even before they suggested I do soThey should be willing to lend a hand to people who buy something from a seller they ban from their websiteIn fact the first time I contacted them about the situation they said they would assist if the person were admitted back to Etsy as a sellerBut since they have cut all ties with the seller, they are unwilling to help someone who got screwed overI am out $20.00, do they treat people that are out $the same? I love the line in your user agreement that "Etsy cannot ensure that a buyer or seller will actually complete a transaction." Then what the hell do you they do? How many other people offer items for sale and then send out incorrect items? Thankfully I have your address so when you reply with legal mumbo jumbo stating once again that you will not help me because your policy is to take your cut wherever you can and never help someone out who gets burned I can simply mail the item to you directly to take care of itShould I address it to *** or ***?
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 have determined that my complaint has NOT been resolved because:
My complaint has not been resolved due to the fact that Etsy does not want to take responsibility for the fact that they had a ***, named ***, who made a determination in my favor first, prior to making then a 2nd determination, not in my favor, which was mentioned in the most recent response letter from Etsy. ***, the original ***, stated I would receive a full refund, if not from the seller, from Etsy. I was counting on this as the final determination. I heard nothing from Etsy after that for a quite a few days, when suddenly someone else began reviewing the case and COMPLETELY CHANGED the ruling to no longer be in my favor, stating that they could not intervene. I feel, in order to keep a loyal customer, such as myself, shopping at Etsy, and regardless if it was a mistake on the part of *** (one of their employees, I should not have to suffer for this and I should still be refunded, in some manner, due to the fact that that is the determination that was already made. I believe this would be a "proper and just" business practice to do so. Etsy does not seem concerned at all in keeping a loyal customer, such as myself, satisfied, and wanting to still shop on your website. Something that I am extremely hesitant to do at this point
I really appreciate your consideration of a refund in some manner.
Thank you,
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

You may want to think twice before entering into any agreement with this businessThey could care less if you are happy with them or notOver Revdex.com complaints? that should say somethingThey say they will back up their sellers in case of problems and they don't! As a former Seller I know this to be trueIf someone does not pay you on this system then your out of luck you have no recourse to get your moneyEtsy is very very expensive! Sure free to sign up then they take a listing fee and a big percentage of your saleThey are terrible at answering emailsThey also think whatever they write in their policy is law? I have had nothing but Negative experiences with this company and I ended up losing money because if someone decides not to pay you there is nothing you can do and Etsy won't lift a finger to help youThey don't care at all

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:
This still does not justify them telling me that they would reopen after I followed their directions
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 filed August ***,
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 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 has closed her account permanently
Based on our records, it appears that the Customer’s
Etsy shop and account is currently openThe Customer has been speaking with
Etsy’s Trust and Safety Team, which ensures that all Etsy shops comply with
Etsy’s policiesWe have been working to bring the Customer’s account into
compliance and will continue to work with the Customer
The Customer’s complaint appears to be resolved,
however should the Customer have any further questions, she may wish to reach
out to ***
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:
They have reopened my case due to their policy of not as describedBased on the example of not as described emailed to me by an Etsy Trust representative, I resubmitted my complaint and evidenceI was told that in order to receive my refund, my dress must be a different color scheme, material and/or style from the advertisedSince my dress was not a straight cut at the neckline but a "sweetheart" it is eligible under style portion of their explanationMy dress being orange with green circles instead of blue Also makes it eligible for a refund based on their color criteria on their npolicyI see no reason why they cannot resolve my case fairly solely based on the information provided by me based on their explanation of refundable expectationsI feel, as of now, that Etsy might try to rule my case in favor of the vendor despite my merchandise qualifying under not as described policy they described to meAll I want is my entire refund including shipping costs
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 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 policies*** *** (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 that Etsy did not notify them when the Seller was removed from the site
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 disputeTransactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but previously operated a shop on Etsy.com
As previously discussed, the Seller the Customer ordered from no longer qualifies to be a member of Etsy For privacy reasons, Etsy does not currently notify Customers when a Seller has been removed from the marketplace However, we will take the Customer’s concerns into consideration as we continue to work to improve the site More information on our Privacy Policy can be found here: ***
As the Customer paid for this order via ***, Etsy does not have access to their payment in order to issue a refund on the Seller’s behalf We understand the Customer’s disappointment that they have been unable to pursue a refund through *** We would recommend that they now reach out to their bank or credit card issuer, to see whether they are able to obtain a refund
We’re sorry that the Customer had a negative 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 the matter closed at this time If you have any questions, feel free to contact me at ***
Sincerely,
***
Etsy, Inc

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May **,
To: The Revdex.com
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Via Email: ***
Re: Case # ***
Dear ***:
This letter sets forth Etsy’s position regarding the complaint dated May **, 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 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 a purchase made from a Seller on Etsy (the “Seller”) has not been deliveredPursuant 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 disputeTransactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com
I see according to our records that the Customer purchased an item from the Seller on April **On April **, the Seller indicated that the item was shipped to the address provided by the Customer on the Etsy receiptThe tracking information provided by the Seller indicates that the package was available for pickup in the Customer’s location as of May **Etsy does not hold sellers responsible for shipping delays or errors, as long as they are able to prove that they shipped the item to the address on the Etsy receiptSome sellers may offer a replacement or a refund in this circumstance, but this is not required by EtsyAs the Seller has submitted tracking information, the Customer may wish to contact the Seller and the shipping service for information about claiming the package, or opening a claim for a missing packageIn the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly (***)
We are sorry to hear that the Customer had a negative experience with the 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 the matter closed at this timeIf you have any questions, feel free to contact ***
Sincerely,
***
Etsy, Inc

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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated January **, 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*** And *** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use
“Etsy’s Terms of Use state, “You are responsible for paying all fees and applicable taxes associated with using EtsyEtsy provides plans for both automatic and manual bill payment as outlined in Etsy’s Billing PolicyEtsy will send an invoice to the seller’s email address on file detailing the amount due for the prior month’s fees and chargesThe seller must pay the amount due in full within days of the date of the invoice, or the account will be considered past due.”
Etsy’s Advertising Policies further state, “When you purchase an Ad, you understand and acknowledge that you are purchasing advertising on a cost-per-click (or “CPC”) basis and you are responsible for the payment for any clicks your Ad receivesThis means that you will be charged each time your Ad is clicked, not simply when it is displayedYou may pause an ad campaign at any time, but you will still be responsible for any charges incurred prior to pausing your campaignEtsy will not grant any refunds for charges related to clicked Ads.”
In the complaint, the Customer requests a refund of certain fees incurredAccording to our records, the majority of the Customer’s balances are from Promoted Listings campaignsFor information about Promoted Listings, please see this article: ***
On January **, an Etsy Administrator provided the Customer with a detailed log of the actions taken on their Promoted Listings campaignAfter a careful investigation, Etsy was able to identify any errors related to the Customer’s campaign starting and stopping eventsWe are unaware of any issues or errors that would result in campaigns starting or budgets being adjusted on behalf of a memberFor this reason, we are not able to give any credits with regard to Promoted Listings
In the event the Customer has further questions about their bill, they may wish to reach out to our Billing team directly (***)We are sorry to hear that the Customer was concerned by these fees their 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 timeIf you have any questions, feel free to contact ***
Sincerely,
***
Etsy, Inc

Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated November *, 2016, 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 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 that she did not receive a purchase she made from a seller on Etsy (the “Seller”), and neither the Seller nor Etsy has assisted her in resolving this issue
Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Sellers that the Customer purchased from are not employees of Etsy, but rather individuals who has previously operated shops on Etsy.comOur records indicate that the Customer purchased an item from the Seller on October *The Seller then indicated that the item was shipped to the address provided by the Customer on the Etsy receipt on October *Our records also indicate that the Customer opened a Non-delivery Case for their transaction on October **To clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an orderAlthough, as a venue, Etsy is not directly involved in the transaction, Etsy Administrators may be able to assist in the mediation of some disputes through the case system
Ultimately, the Customer’s case was closed by an Etsy case specialist on November * after the Seller provided appropriate proof of shipping to reflect that they shipped the order to the Customer’s address.As was explained to the Customer in the case log, Etsy does not hold sellers responsible for shipping delays or errors, as long as the Seller is able to prove that they shipped the item to the address on the Etsy receiptSome sellers may offer a replacement or a refund in this circumstance, but this is not required by EtsyAs such, we’re unable to reopen the case filed by the Customer and can not hold the Seller responsible for providing a refund or taking further actionWe’re sorry to hear that the Customer has not had a positive 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 disputesIn the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly (***)
Etsy considers the matter closed at this time If you have any questions, feel free to contact ***
Sincerely,
Frankie
Etsy, Inc

November ** , *** *** *** *** ***
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Dear Mediator:
This letter sets further 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 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.”
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 has indicated that she would like a full refund for a wreath she purchased from a seller on Etsy (the “Seller”), as she is not satisfied with the product she received.To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.As previously stated, our records indicate that the Customer filed a Not as Described Case against the Seller on October **The Case was escalated to an Administrator of the Etsy Trust team for review on October **It was determined by the Administrator that Etsy was unable to mediate this case further, as the Customer did not provide proof that the item was “not as described.” The Case was closed on November *The Customer may note that our records indicate that the Seller offered a resolution to this matter that is within their own shop policiesAs of today, November **, the Customer has declined this resolutionAlthough this case is closed on Etsy, the Customer is welcome to continue working with the Seller directly using Etsy Conversations, Etsy’s onsite messaging tool, if they would like to pursue a resolutionIn the event the Customer has any further questions, she may contact our Trust team for more information at ***Etsy considers this matter closed at this timeIf you have any questions, please contact me at ***Sincerely,
Carly
Etsy, Inc

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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated October **, 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
In the complaint, the Customer states Etsy was unable to offer a refund for an unauthorized charge made to a prepaid *** credit card owned by the Customer Our records show that the Customer first contacted Etsy regarding this matter on October **, Following an investigation, the purchase corresponding to this charge was located, having occurred on October **, An Etsy Admin responded to the Customer to inform her that the charge was located and action was taken on the associated accountThe request was reviewed by a senior analyst from Etsy’s Risk Operations team, who directed the Customer to contact her credit card issuer or financial institution to pursue a dispute of this unauthorized charge and report this situation to the appropriate authorities Etsy is a marketplace where members can buy and sell goods from one anotherEtsy is made up of individual sellers who each run their own shops, create their own policies, and are responsible for their inventory and shipmentsOur Terms of Use state, “You release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” In these circumstances, as such, Etsy is unable to issue a refund on a seller’s behalf However, we again suggest that the Customer file a dispute regarding this unauthorized charge with the appropriate financial institution and consider reporting this activity to the authoritiesAdditionally the Customer states that Etsy would not release information relating to the seller who received the unauthorized payment Etsy’s Request for Information Policy states, “Except in emergency situations or when consistent with our Terms of Use, Privacy Policy, and applicable law, Etsy requires valid and sufficient legal process (such as a subpoena or court order, for example) to compel us to disclose records or information about an Etsy member.”
We are sorry to hear of the concern caused by this chargeThe Customer can feel free to continue to communicate with Etsy’s Risk Operations team for additional assistance
If you have any questions, feel free to contact ***
Sincerely,
Greg
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]Etsy claioms that I did not open a claim but I did in fact open the claim before the time allotted and they did not speak to the seller! Etsy is neglgentIt did not even attempt to talk to the seller this time either
By having such a policey that they are not responsible for purchases they are not being business people as they collect fees and should ensure that sellers refund the moneyIt clearly states the items were not shipped and this term of agreement is illegalThey can not collect fees and not have any responsibility for the transactions
If this issue does not get resolved I will take further legal action against esty for not even caring enough to contact the seller
*** ** *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

I want to warn anyone before buying off EtsyEtsy has minimal protection for its buyerAs long as the item matches description regardless of the quality they will do absolutely nothingI bought an item which to me wasn't cheapMy expectations were the item to be of high qualityInstead I received an item that was poorly madeEtsy did nothingBe weary of buying from Etsy they obviously don't care about the buyers