Etsy, Inc.

*** *** ***
*** *** *** *** ***
** *** *** *** * *** ***
*** *** ** ***
*** *** ***
*** *** * ***
Dear Mediator:
This letter sets
forth Etsy’s position regarding 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 goodsIndividuals may
open up his/her 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 rejection, the Customer was a buyer
on the Etsy site and as such agreed to Etsy’s Terms of use.’’
In the complaint the Customer states that she
never received a package from an Etsy seller and that she requests a refund
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.”
Our records indicate that on April *** the Customer purchased an item from the Etsy seller ‘’***’, and
paid via PayPalIndividuals who purchase items from Etsy are able to file a
case within certain time constraintsHere, the Customer filed a case on March
***, A representative of Etsy’s Trust & Safety Team,
which handles these issues, moderated this caseEtsy most recently reached out
to the Customer on 5/*/and explained that the seller is ineligible to sell
on Etsy until the seller resolves the Customer’s caseWe also explained that
since the transaction occurred through PayPal, Etsy cannot issue a refundThe
Customer may wish to reach out to PayPal or her credit card company or bank for
assistance obtaining a refund
These situations are unfortunate, but rareMost transactions
on Etsy are completed without incidentThe average Etsy seller is a devoted
and passionate individual who is willing to do their best to assist the
Customer with any order placed in their shop.Please know that Etsy has several dedicated
teams that work very hard to ensure that problematic sellers remain the
exception
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
Etsy did not receive any payment from the Customer for this purchase, this was
paid for via PayPal
If 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:
I would like to know which items you are referring to that supposedly led to the suspension of my shopAnd I want to know why I never received a reply email to the over emails I sent you inquiring what had happened
All you keep doing is copying & pasting your policies to these repliesThis is not an answerI want to know why I am constantly being singled out by your site while others are allowed to flourishPlease explain why
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:
While it is true that I did receive a refund, it happened only after spending nearly an hour of my time writing back and forth with the seller
In any case, the essence of my complaint is that it is unreasonable that Etsy's policies-- which I UNDERSTAND THAT I CONSENTED TO-- require a buyer to wait days to escalate a case like this one to the Trust and Safety Team. If the seller had not refunded my purchase, Etsy would not have intervened for six more days. That is unreasonable
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 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 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 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 has opened a case on Etsy for this transaction and been in contact with an Etsy Administrator as of August *, As a venue, Etsy is not directly involved in the transaction, but we can attempt to mediate between the Customer and the Seller through our case system If the Seller doesn't respond or resolve the case within one week from the date it was opened, the Customer will have the option to escalate the case for review
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 would recommend that the Customer therefore contact ***, or their bank or credit card issuer, to see whether they are able to obtain a refund
In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly (***) for assistance
We’re sorry to hear 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

Dear Mediator:
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 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 that she purchased a dress from a seller on Etsy (the “Seller”) and that she was disappointed with the quality and color of the dress she receivedThe Customer states that she would like to return her dress for a refundPursuant 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 Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.Our records show that, on May **, the Customer opened a Not as Described case on Etsy for her orderTo clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case based on the overall quality of an item received.Because Etsy is a venue, each seller may have different policies in regards to returns and customer satisfactionWhile we encourage sellers to practice superior customer service, we can not guarantee that this will always be the caseSome sellers may offer a replacement or a refund in this circumstance, but these resolutions are not required by EtsyWe’re sorry to hear that the Customer has not had a positive experience with this SellerIn the event the Customer requires additional assistance from Etsy, we would encourage her to reach out to our Trust team directly (***)
Etsy considers this matter closed at this time If you have any questions, feel free to contact ***
Sincerely,
Camille
Etsy, Inc

*** *** ***
*** *** *** *** ***
** *** *** *** * *** ***
*** *** ** ***
*** *** ***
*** *** * ***
Dear Mediator:
This letter sets
forth Etsy’s position regarding the complaint filed October ***,
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 her complaint, he 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 her Etsy account was suspended and that she was not informed
of this actionThe Customer wishes to know why her account was suspended, what
is required to re-activate her account, and a guarantee that this will not
happen in the future
Please note that our Terms of Use state, “Etsy
reserves the right to refuse service to anyone, for any reason, at any time.” (***)
It appears that the Customer’s account and
shop are not currently suspendedThe account and shop are active and available
to view here:
***
On October ***, a member of
Etsy’s Marketplace Integrity replied to the Customer informing her that her
account was suspended in errorWe apologize for any inconvenience caused to
the CustomerWe cannot make any guarantees that the Customer’s account will
not be suspended in the future, as we cannot predict whether there may be cause
to suspend the Customer’s accountEtsy makes every effort to ensure the
integrity of the marketplace, but occasionally there are errorsEtsy considers
this matter closed at this time
If the Customer
has further questions she may wish to email ***
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:
Etsy has not conducted due diligence in the company's effort to regulate its marketplace I would acknowledge and accept closure of my shop if I had done something that actually did infringe on copyright; however, due to the fact that I have been ultra careful not to infringe copyright, I NEVER received even one copyright warning, I NEVER received any specific reason as to why my shop was closed, nor did I EVER receive any specific response to emails that questioned the termination of my selling privileges, it causes Etsy's shop termination to be hard to acceptEtsy is a business which offers no real customer service, so one would at least think that there was time preserved to work behind the scenes--in other words, one would think that the company performed due diligence before arbitrarily shutting shop doorsI have done NOTHING wrongI am NOT directly associated with any shop that breaks the lawOne could look through shops on Etsy and find several copyright infractions--yet my shop was terminated when I had none, and supposedly Etsy only linked me to another shop based on internet usage/ip address only, for that is the only way that I could have been linkedHow can Etsy herald itself an internet based business and terminate shops based on net usage only??? What is the point of having a laptop, wifi, or mobile log in capabilities??? Again, no effort was put into research or else Etsy would have been able to distinguish registration information, pay pal accounts, etc, to discover that my shop was confused with anotherAs a shop owner, I poured a LOT of resources into my Etsy store (I know because I just did my taxes)So for the company to extinguish my shop with NO valid reasoning is extremely upsettingIf someone killed your baby and failed to provide any real and valid explanation, understanding and acceptance would not come any time soon.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

November **,
*** *** *** *** ***
** *** *** *** * *** ***
*** *** ** ***
*** *** ***
Re: Case #***
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, 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 rejection, the Customer states that the necklace she received from an Etsy seller (the “Seller”) was not of the quality she was expectingThe Customer also states that the Seller has been unwilling to uphold a repair agreementWe’re sorry that the Customer is unhappy with her purchaseHowever, Etsy cannot mediate disputes based on the overall quality of an order receivedHad the Customer opened a case within the eligible timeframe, Etsy Administrators might have been able to determine whether the necklace was not as described based on detailed differences between what was received by the Customer as compared to what was listed by the SellerOnce again, the Customer did not open a case within the 60-day timeframeThe option to open a case cannot be reinstated after the ability to file expires
Because Etsy is a venue, it is up to the Seller to decide whether further contact with the Customer is appropriateIn accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputesFor this reason, Etsy is unable to intervene in this matter or refund this order on the Seller’s behalf
In the event the Customer has any further questions about Etsy’s dispute system, they 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,
***
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:
I am trying to stay on the bright side of this matterAt the very least, Etsy has finally addressed two of my questionsUnfortunately, the answers they provide are illogical at best, and deceptive at worst.Etsy's response to question 1:"In the rejection, the Customer states that the original product and an altered replacement product she received from an Etsy seller (the “Seller”) was not as describedThe Customer asks why this case is no longer eligible for mediation, and why an altered item is unable to be compared to the original item.As previously mentioned, the replacement item that the Customer received was alteredAs such, this transaction is no longer eligible for mediation through Etsy’s case system in accordance with Etsy’s transaction eligibility guidelinesThese guidelines state that items that have been altered, used, worn or washed after receiving are no longer eligible for the case system."My response:Many businesses have a policy that if the buyer purchases an item and alters it any way (i.e, worn, altered or used) they cannot offer customer supportHowever, I, the buyer, did not alter the item; the seller altered the item in an attempt to make it as describedEtsy response is nonsensicalEither the representative handling this claim is misinterpreting the policy and it applicability to my specific case OR Etsy does not distinguish between seller and buyer and if the seller alters the original item after it is returned, the buyer is liableThis would mean that the seller could wear or wash the returned item and send it back to the buyer and Etsy has cause to close the caseThe seller, could in fact, cut the item in two and, again, Etsy would close the case and make the buyer liable Etsy, is this indeed your policy? A seller can do anything they want to a returned item in order for Etsy to close the case and make a buyer liable?Esty response to question 2"...because the original item was not officially determined to be not-as-described by Etsy before the Customer returned it to the seller, we’re unable to force the seller to provide a second replacement or a refundEtsy does not mediate replacement agreements of this natureHad the Customer waited to send the original item back to the seller until after Etsy made a determination that the original item was indeed significantly different from the seller’s original listing, we might have been able to continue to mediate the situation through the case system."My response: The seller, within the case management system falsely accused me of trying to get a refund and keep the suitto which my reply was exactly: "I will post the tracking number for the returned suit as soon as I receive itI would like a refund of the cost of the suit." Yet, Etsy claims that I should not have returned the suitHow and why would I have known this? This "advice" isn't in their policiesIn, fact Etsy explicitly encourages the buyer and seller to try and work things out within their case systemHere are statements on their site: "After you've opened your case on Etsy, it is up to you to communicate with the seller in the case log." " With Etsy’s case system, members work together to resolve disputes that result in a non-delivery or are not as described"Shortly after, I sent the suit, the seller said that she would alter it and then Etsy closed the caseNow Etsy has the audacity to say, I should have known to wait until they made a determination despite the fact that they explicitly say it is my responsibility to work things out with sellerThis is mixed messagingAm I suppose to work to resolve disputes with the seller or wait for Etsy to resolve it for me? Their policy says the former, but the representative response says the latterAgain, is this a misinterpretation of the policy by this representative (***) like the response to question or is this indeed another deceptive policy? Finally, I did not receive a response to my final question which is why won't Etsy re-open my case if the item is still not as described? Not only do they have pictures to prove it, they also have comments from the seller confirming that the second item is still was not as described I, again, would prefer a refund but at the very least they should provide a forum for me to work things out with the seller as they keep suggesting I doUnfortunately, after Etsy closed the case the seller would no longer work things out with meEtsy keeps suggesting I do the very thing they will not enable me to do. All of this misinterpretation, or deception and double speak makes it clear that Etsy has no intention of helping me resolve this matterThey are trying to hide behind nonsensical interpretations of their policies and are content to have let one of their buyers get unabashedly cheated by a seller on their marketplaceEtsy doesn't care about fair and safe transactions Etsy's lack of concern and excuse-making is as bad as the sellers and directly opposed to their "Trust and Safety" policies. *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

[redacted]"background-text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">...⇄ /> Dear Mediator:
This letter sets forth Etsy's position regarding the complaint dated March **, 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[redacted] (the "Customer") is an Etsy member and agreed with Etsy's Terms of Use
Etsy's Terms of Use include our Buyer Policy, which states, "Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the 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 he made a purchase from a seller on Etsy (the "Seller"), and that this order was not deliverable, as he selected an erroneous address suggested during Etsy's Checkout process
To clarify, during Etsy's Checkout process, buyers are sometimes prompted to verify their shipping address if the address on file cannot be confirmed by the [redacted]This verification system will suggest an alternate address which is confirmed by the [redacted]As Etsy is unable to guarantee this information is correct, it is ultimately up to the buyer to confirm their address is correct before placing their orderAs such, we are unable to compensate the Customer as a result of this errorOur records indicate that the Customer purchased an item from the Seller on February **On February **, the Seller marked the Customer's order on Etsy as shipped, and provided tracking information through the Seller's postal provider, [redacted].After receiving a shipping confirmation for the order, the Customer reached out to the Seller through Etsy's messaging system ("Conversations") to request that the address be updated to his correct addressHowever, because the order had already been shipped, the Seller was unable to alter the shipping address associated with the orderOur records further indicate that, upon non-receipt of his order, the Customer opened a Non-Delivery case for on March **During the process of the case, the Seller offered the Customer a partial refund, so the Customer manually closed the case on March **
Though Etsy does not hold sellers responsible for shipping delays or errors, if an item is returned to a seller, Etsy may be able to mediate a resolution through our case systemAs this order was marked as delivered back to the Seller on March 26, Etsy reopened the Customer's case on March ** in an effort to assist him in further resolving this issueThe Customer subsequently chose to manually close the case, as he was satisfied with the Seller's resolutionIn the event the Customer requires additional assistance, we would encourage him to reach out to our Trust team directly ([redacted])
We are sorry to hear that this was a poor experience for the CustomerHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputesEtsy considers the matter closed at this timeIf you have any questions, feel free to contact [redacted]
Sincerely,
Camille
Etsy, Inc

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

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

Dear [redacted]:

This letter sets forth Etsy’s position regarding the complaint dated December*, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.
In the complaint, the Customer claims to have two unknown charges on her credit card. The Customer was contacted by an Etsy Administrator on December*, 2014. The Etsy Administrator requested additional information necessary to locate the unknown charges.
According to our records, on December*, the Customer verified that the unknown charges were valid and resolved this issue.
We are sorry to hear of the concern caused by these unknown charges. In the event the Customer requires further assistance with this matter, we would encourage her to reach out to our Verification team directly at [redacted].

Etsy considers the matter closed at this time.

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's case system does nothing to resolve the situation. 
I'd like to add the contact information for the seller, Ashley T[redacted]. 
[redacted]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
These emails were never received by me, I have checked and double checked my emails-old mail and spam and no such emails were received to my email address of [redacted]. It would be a waste of my time to complain on numerous basis and not adhere to their suggestions of how to resolve my complaint therefore I come to the conclusion that their email are not valid sent emails.  I notice at the top of the emails that they sent something is blotted out, I am sorry but this is not proof enough for me to resolve my issue.  Seems like they are trying to cover up their mess.  I will be contacting my credit card company to reverse these charges and can say that I am not satisfied with their response or resolution.  It seems that they are getting away with BAD customer service, misrepresentation of their website values and housing a site that they do not take accountability for.  I do thank the Revdex.com for handling my case, and trying with a great effort to resolve my issue. 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

white-space: pre-wrap; background-color: rgb(255, 255, 255);">August **, **15

[redacted]                [redacted]
                    [redacted]
                    [redacted]
Via Email:       [redacted]
Re:                 Case #[redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated August **, **15 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.
Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users (except for services that require an application) or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction.”
Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”
In the Complaint, the Customer alleges that the custom order she ordered from an Etsy seller (the “Seller”) was not as described. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy.
Our records indicate that, after working with an Administrator on Etsy’s Trust team via email, the Customer opened a case for this transaction on August **, **15. 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 [redacted].
Etsy considers this matter closed at this time. If you have any questions, please contact [redacted].


Sincerely,
Carly
Etsy, Inc.

[redacted]
 
[redacted]                            [redacted]
                                    [redacted]
                                    [redacted]
[redacted]             [redacted]
[redacted]                             [redacted]
 
 
Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the complaint filed October [redacted],
2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace
where people around the world connect to buy and sell unique goods. Individuals
may open up their own shop on Etsy to sell unique goods. To use the site, each individual
must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the
“Customer”) explained in the complaint, the Customer is a seller on the Etsy
site and as such agreed to Etsy’s Terms of use.’’
 
Etsy’s Terms of Use state, “Everything on Etsy must be Handmade, Vintage, or a
Craft Supply” ([redacted]). Our Terms also state,
“Etsy reserves the right to refuse service to anyone, for any
reason, at any time.” Etsy does
not reimburse fees for listings that are posted in violation of Etsy’s Terms of
Use.
 
In the complaint, the Customer states that the
store they opened on Etsy’s service was closed due to violations in a related
account. They also state that they are only operating one shop on Etsy, and
that Etsy stated their shop was closed because of overlapping information in
other accounts. The Customer requests a refund for listing fees and for Etsy to
reinstate the Customer’s selling privileges.
 
Based on our records, it appears that the
Customer’s Etsy shops are frozen because the material listed in their shops did
not comply with Etsy’s guidelines. Based on the information we have available,
we determined that the Customer is operating multiple shops on Etsy. We
determine which shops a person is associated based upon information in our
privacy policy:
 
[redacted] 
 
On September [redacted], a member of
Etsy’s Integrity Team, which monitors material posted on the site for
compliance with Etsy’s guidelines, reached out to the Customer. At that time,
Etsy explained to the Customer that certain items listed in the Customer’s shop
do not qualify for Etsy’s marketplace. We determined that the photos used by
the Customer in their shop were commercially available elsewhere, and that the
Customer was using stock photos. As a result, Etsy froze all of the Customer’s
shops until the Customer could bring those shops into compliance.
 
We explained on September [redacted] that
all images used must be of items made by the seller or a member of their shop. We
explained that once the Customer’s listings have been brought into compliance,
we may re-activate the Customer’s shops. The Customer did not remove all stock
photos. The Customer also gave Etsy reason to believe that the material they
were selling was not handmade as defined by Etsy’s policies. Accordingly, we explained
that the Customer must prove that the material in their shop is handmade. The
Customer refused to provide this information.
 
As a result of this refusal and use of stock
photos, we decided to keep the Customer’s shops frozen. The Customer may
continue to sell on Etsy if the Customer adheres to Etsy’s Terms of Use. If the
Customer has any questions about what may be sold on Etsy, he may wish to
contact [redacted], or reply in the email thread that we have had with
the Customer since September [redacted] 2014.
 
 
Sincerely,
 
[redacted]
[redacted]

[redacted]
 
[redacted]                            [redacted]
                                    [redacted]
                                    [redacted]             [redacted]                             [redacted]
Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the complaint filed August [redacted],
2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace
where people around the world connect to buy and sell unique goods. Individuals
may open up their own shop on Etsy to sell unique goods. To use the site, each
individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the “Customer”) explained in the complaint, the Customer was a seller on
the Etsy site and as such agreed to Etsy’s Terms of use.’’
 
In the complaint the Customer indicates Etsy
accepted a credit card payment of $25.00 for her listings and that the listings
in her Etsy shop were removed without notice. The Customer requests a refund or
that the listings she posted be replaced.
 
Etsy’s
Terms of Use, to which the Customer agreed, state “Right
to Refuse Service: 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.” Also, per Etsy's Term of Use, once
an item has been listed in an Etsy shop, the listing fees are nonrefundable ([redacted]).
 
The Customer set up an account on Etsy’s service on August [redacted],
2014. Etsy’s Integrity Team, which reviews accounts and shops set up on
Etsy.com, determined that the Customer’s account was a ‘high-risk’ account. On
August [redacted], the day after the Customer filed this complaint, Etsy’s
Integrity Team informed the Customer the following, “Your shop [redacted] has
been identified as a high-risk account based on a close review of your account
information. For this reason, Etsy has elected to revoke your account
privileges permanently. Your other Etsy accounts may be suspended as well.”
Etsy made the determination
that the Customer’s account was high risk and as such refused service to the
Customer. Etsy makes these determinations with careful deliberation based upon
the information we have on file, which can be viewed in Etsy’s Privacy Policies
([redacted]).
In accordance with our policies, Etsy’s listing fees are nonrefundable.  
Etsy’s decision in this
matter is final. If
you have any questions please contact me at [redacted].
 
This letter should not be construed as a
waiver of any rights by Etsy, Inc.
 
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:

Considering the legal department of Etsy is readily and repeatedly citing their Terms of Use, perhaps they should reference the following, of which is contained within the aforementioned Terms of Use:
"Choice of Law. The Terms shall in all respects be interpreted and construed with and by the laws of the State of New York without regard to its conflict of laws principles. The parties hereby disclaim the application of the U.N. Convention on Contracts for the International Sale of Goods. The sole and exclusive jurisdiction and venue for actions and disputes arising under the Terms will be the state and federal courts in the Southern District of the State of New York. You hereby agree to service of process in accordance with the rules of such courts."
It is illegal to have the seller request the buyer to undervalue the worth of the contents of the package in which was being returned, as that is infringing on both domestic and international laws, of which is deemed mail and wire fraud, thereby the seller, of whom utilized Etsy's platform in which the buyer's original payment was processed directly through Etsy, are breaching the Terms of Use as indicated above by allowing and standing behind such business practices.
 
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.
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:
My timing must be off. I sat down to send photos today and respond, but I keep missing your timeframe. Here is the photo. I wrote the original review when I got the necklace out of the box. It looked stunning. After I wore the necklace once it fell apart. I've attached a photo. Kind of junk when it fell apart in many spots after one wearing, and I am not hard on jewelry, etc. I have cheap junk jewelry that I've had for 20+ years in better condition then this necklace. I have been dealing with the artist for several months. She said she would repair it, and it is not repaired, still. Now she is rude and will not take my calls. I can take it somewhere local, but that is not the point. Neither is I can't leave a new review or get a refund. I feel Etsy has horrible customer service policy when they don't want to budge on anything. Therefore, neither do I. Please, keep my complaint up. It will not be resolved when all Etsy says it is hands are tied. Not good enough.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

[redacted]
 
[redacted]                   [redacted]
                        [redacted]
                        [redacted]         [redacted]                   [redacted]
 
Dear
Mediator:
 
This letter
sets forth Etsy’s position regarding the complaint dated August *, 2014 against
Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people
around the world connect to buy and sell unique goods.
 
To use the
site, each individual must agree to Etsy’s Terms of Use and other site
policies. [redacted] (the “Customer”) is an Etsy member and by using
the site, the Customer agreed with Etsy’s Terms of Use. 
 
We were
unable to locate the Customer’s account using the email address provided in the
complaint. The complaint failed to provide a username or shop name for us to
look into this matter.
 
We
ask that the Customer respond to this reply with the username or email address
associated with the Etsy account in question so that we may look into this
matter. The Customer may also reach out to me at [redacted] with this information.
 
 
Sincerely,
 
 
[redacted]
Etsy, Inc.