[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated July **, 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 state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the rejection, the Customer is requesting assistance in finding a new Seller on Etsy to complete a previous order that was cancelled and fully refundedWe would like to clarify that Sellers are not employees of Etsy, but operate shops on Etsy.com We ask that the Customer not file further rejections, as this limits Etsy’s ability to assist them in a timely and efficient manner We would instead encourage them to reach out to our Support team directly ( [redacted] ) for further assistance locating a new Seller Etsy considers the matter closed at this time If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted] Etsy, Inc
#ffffff;"> [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] 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 [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use Etsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy membersEtsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accountsEtsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer claims that her account was suspended for multiple reports of non-delivery as well as a declining review score, and funds in the Customer’s account were held past the 30-day probationary period The Customer was given a probation period after confirming they had shipped all past ordersThe Customer continued to avoid resolving additional buyer reports of non-delivery, and received additional non-delivery cases during this probationary period All funds in this Customer’s account resulted from transactions completed through Etsy’s Direct Checkout systemAs Etsy’s Direct Checkout Terms of Use state, “By using the direct checkout service (“Direct Checkout”) on Etsy.com (the “Site”), on Etsy’s mobile applications or with other services provided by Etsy (collectively, the “Services”), as a seller (“Seller”) or a purchaser (“Buyer”), you agree to be bound by this Etsy Direct Checkout Terms of Use Agreement (the “Agreement”)The Agreement is a legal agreement between you and Etsy, Inc., if you transact in United States Dollars, or Etsy Ireland Limited, if you transact in a currency other than United States Dollars (collectively, “Etsy”) Etsy’s Direct Checkout Terms of Use also states “If we reasonably conclude based on information available to us that Registered Seller's actions and/or performance in connection with Direct Checkout may result in Buyer disputes, chargebacks, or other claims, then we may, in our sole discretion, put into effect a hold, deposit delay, or reserve associated with Registered Seller’s Shop Payment Account balance.” Please note that we clearly disclosed to the Customer the risk of these consequences prior to refusing service to her account for violations of our policiesAs long as Etsy does not continue to receive non-delivery cases or chargebacks from the Customer’s buyers, any remaining funds will be disbursed to the Customer We do not make the decision to suspend an account and retain funds without great considerationIn the event the Customer has any questions about this matter, they may email us at [redacted] for further assistance Etsy considers the matter closed at this time If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted] Etsy, Inc
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: Etsy still has not provided an itemized account broken day by day for the chargesEtsy is trying to charge me ad fees for the days that my account was suspended and thats why they do not want to provide the day by day breakdown because they know they are at fault at this point In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
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: Thank you for promptly getting an answer for me, unfortunately their details of their follare not valid, what I received from their ETSY support was auto response emails, simply stating that they received my original email and that I should expect follwhich I never received, it wasn't until May **, that I did inform them that I was seeking assistance from the Revdex.com that they responded stating that I have passed the date to file a claim My response back to them was that I my original request to file a claim was before the expiration date of May **, I have attached the emails I received from them on May *, which is simply and auto response, if they can prove that they sent previous emails that would be good I have scanned my emails to make sure that I did not miss anything and indeed I have not In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Hi again, I emailed you and to etsy on October [redacted] details with images, I'm not sure if I send it to the wrong email, I just forwarded to you again to go overPlease let me know if you got my messages with detailed photosThanks [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: Hello I would like to reject the solution/response that Etsy proposed The order that I placed through Etsy was for multiple towels and have since used the other towels I would not be able to contact my credit card company to refuse the entire sale I have been continuing to try and work with Etsy, but have not gotten anywhere with them The Cocktail Party/Vintage Star has continued to write lies about me and has violated Etsy guidelines: Listed Etsy guidelines- Honesty is important to Etsy and our communityWe ask that shop owners represent themselves, their business, and their items accurately Listed under Seller guidelines- By delivering personal [redacted] service and following Listed under Guidelines--you can show buyers that your Etsy business is honest, friendly, and human Our marketplace is built on trustIt’s important that you represent yourself, your business, and your items accurately How do I conduct myself as a member of the Etsy community? -In order to make sure that Etsy’s community spaces remain safe and respectful, we ask that all members adhere to the following rules: Above all, treat one another with respectRemember, there is a real person behind each name You may not engage in targeted abuse or harassment Additionally, Etsy nor The Cocktail Party/Vintage Star do not have any policies posted giving any information about how they handle problems and how they plan to get the problem resolved whether it be by prepaid mailing label at the sellers expense or the the buyers expense It seems that even though Etsy is the overseeing company of the sales, the offer absolutely no recourse if the sale does not go as planned for either the buyer or the seller In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
February [redacted] To: The Revdex.com [redacted] Via Email: [redacted] Re: Case # [redacted] Dear [redacted] : This letter sets forth Etsy’s position regarding the response to the complaint filed February ***, 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 [redacted] (the “Customer”) explained in the rejection, the Customer was a buyer on the Etsy site and as such agreed to Etsy’s Terms of use In the complaint, the Customer states that she did not receive an item from an Etsy seller and she requests a refund Etsy’s Terms of Use state “[s]hould you have a dispute with one or more users, or an outside party, you release Etsy from any and all claims, demands and damages of every kind and nature arising out of or in any way connected with such disputes.” Etsy customers may file non-delivery cases via Etsy’s case system to resolve disputes such as theseIt appears that the Customer has filed a case with this sellerEtsy’s Trust and Safety Team, which moderates these disputes, explained to the Customer and the seller that the seller must provide proof of shipping within one week of The Customer’s case is still open at this time, and we encourage the Customer to resolve the case in this fashionThe Customer may also wish to dispute the case with the appropriate payment merchant, Paypal Please note that the item the customer purchased was from the Etsy user ‘ [redacted] ’ who operates a shop on Etsy‘ [redacted] ’ is not an Etsy employee Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute Etsy did not receive any payment from the Customer for this purchase If you have any questions please contact me at [email protected] Sincerely, [redacted] Etsy, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I tried to get back my money before the allotted days past from the sellerAt the time I had never even received my itemWhen I did receive a item - - not at all what I ordered, I had only had the item a few minutes before I contacted the seller to complain about what I had been sentBecause the seller was known to take their time in responding I waited a few more days before attempting to go over the seller's head and take more drastic actionHowever, the seller never communicated with meWhen I tried to call upon Etsy to hold their seller responsible they were most unhelpfulThey said that they were not responsible for a seller who's shop was hosted on their websiteThey have since canceled his right to host a shop on Etsy, but they have taken to further action to resolve my issue; I paid $for an item that I never received via their websiteI want my money backI am attaching images to substantiate my claimsI never received an opening table, with a plexi glass tops, nor did I receive any spacersI acted as quickly as could be expected considering I complained the very evening I finally received my item after nearly months of inquiry and conversationMoreover, I received the item after I had already tried to cancel the procedureUnfortunately, I was lied to by the seller several times and now I'm stuck with a $wooden box I never orderedI want Etsy to take responsibility for the shop that they hosted on their websiteI want my money backThey need to bill the seller In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear Mediator: This letter sets forth Etsy’s position regarding the Complaint dated February **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods To use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use In the Complaint, the Customer states that he did not receive an item he purchased from an Etsy seller (the “Seller”), username “ [redacted] ” of [redacted] , on February *, To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on EtsyFiling this Complaint against Etsy unfortunately is not an effective way to resolve this issue with the Seller According to our records, the Seller sent the item on February **, 2014, and provided the USPS tracking number [redacted] It appears that the Customer did not attempt to reach out to the Seller directly about this transaction, which would have been the most effective way to ask about shipping of this itemI see that a member of Etsy’s Trust & Safety team tried to assist the Customer through multiple emails from February [redacted] 2014, but the Customer simply refused to understand that Etsy merely connects the buyer and seller, and that we are not directly involved in the procurement or shipment of the items on our site Should the Customer have further problems with this transaction, he may choose to file a dispute with Etsy’s claim system by the April **, deadline We are sorry to see the Customer did not reach out to the Seller directly for more information, and appears to be confused about Etsy’s role in the transaction Etsy’s Terms of Use specifies that Etsy “cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also states “[s]hould you have a dispute with one or more users, or an outside party, you release Etsy (and Etsy’s officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with such disputes.” Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this disputeTransactions on Etsy occur directly between a buyer and seller We sincerely hope that the Customer receives the item he purchased soonEtsy considers the matter closed at this timeIf you have any questions, feel free to contact me at [redacted] Sincerely, [redacted] Etsy, Inc
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I only received a message from an admin by the name of [redacted] that there was an issue with my account, but needed to review email to find out what the problem was. I wrote him and told him 6 different times that I was not receiving emails to [redacted] and provided them with [redacted] - no response from [redacted] ***- no response from ETSY LEGAL- I was not given fair and just time to correct the issue- I was not even aware of what the issue was. I would like my account reinstated with the understanding that I remove the word ONESIE from my listings. GERBER has emailed me and stated they do not have a problem with me selling the stickers, but to remove the wording. I was not made aware of the problem until after they had already closed my store. I made every attempt to CONTACT [redacted] and have every ETSY convo saved if you need to view this. On 7 different occasions I contacted him-OCTOBER **- DECEMBER ***, DECEMBER ***again- MARCH **, APRIL **APRIL **, APRIL **- I contacted LEGAL ETSY DECEMBER ***(NO RESPONSE) APRIL **(NO RESPONSE) APRIL **(NO RESPONSE) I have copies of all of these messages to ETSY- asking for help, asking them to send the email to [redacted] - They NEVER responded- instead- they closed my store. I then contacted EVELYN on APRIL 30th- because I still had no response from ETSY LEGAL-or [redacted] ***- No response from her either. ETSY HAS NO PHONE SUPPORT- I could not fix something I was not aware of. They have no customer service line- I would like my store opened back as thepreppycafe- able to sell as I did before. I will make the corrections to the listings that have the word ONESIE in them and remove the word. I repeatedly messaged [redacted] ***, etsy legal to ask them for help- and to email the problems to [redacted] - If I need to create screen shots of all attempts made to contact etsy asking for help I will be happy to do so. This was not fair to me at all- and there are still over 100,000 listings with the word ONESIE- from different sellers. I was not given an opportunity to fix the problem- and if etsy had customer service or a phone number for support it could have been resolved. ETSY at this time has over 30 million users- and should accommodate them with courtesy of responding to admin notifications as well as phone or live chat. This would eliminate further confusion. I would like my selling privilages reinstated. It is what is right and what is fair. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I appreciate etsy's attempt in answering the complaint - however they had an opportunity to facilitate a resolution with [redacted] and they choose not toSince etsy manages the site where transactions occur, they should bear some of the responsibility of this transactionHowever, I'd rather make a report with Revdex.com on [redacted] , but I could not locate that businessIf [redacted] is registered with the Revdex.com, please let me know how to report this companyHow is it reasonable that the seller has been paid for an item, and I have nothing? The reasonable response would be something in the form of a refund, the frame, or something that is similar to the frame 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 rejection 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 [redacted] (the “Customer”) explained in the complaint, the Customer was a buyer on the Etsy site and as such agreed to Etsy’s Terms of use.’’ In the complaint the Customer indicates that she did not file a case within the timeframe because the seller promised that they would fix the issueThe Customer also states that she would like Etsy to resolve the situation with those who purchased items from this shop or suspend the shop’s selling privileges Those who purchase an item on Etsy may file a case so long as the deadline to file a case has not passedOnce the option to open a case has expired, it cannot be reinstatedEach seller determines how to resolve these disputes, and we always hope that sellers who use Etsy’s service will practice good customer serviceEtsy cannot guarantee any outcomes We will look into this case to determine whether this particular sellers is in compliance with Etsy’s Terms of Use, however we cannot provide private information about a member’s account with anyone but that member It is unfortunate that the Customer did not have a satisfactory experience, however we cannot provide a refundThis transaction was completed via [redacted] , and Etsy did not receive funds directly from this transactionThe Customer may wish to contest this via [redacted] or her credit card issuer The item the customer purchased was from the Etsy user ‘ [redacted] ’ who operates a shop on Etsy‘ [redacted] ’ 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 If you have any questions please contact me at [redacted] Sincerely, [redacted] ***
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated July **, 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 policiesCheryl Gushard (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s full Terms of Use can be found here: [redacted] In the complaint, the Customer states that she placed an order with a seller on Etsy (the “Seller”), and that she received the item damagedAs a result, the Customer states that the Seller issued her a partial refund for her order, but was refunded in full in errorThe Customer also states that she was charged an additional amount as a result of this error.Our records indicate that the Customer placed an order with the Seller on June [redacted] for $67.95, and was issued a partial refund for the item on July [redacted] in the amount of $The Seller also initiated an additional partial refund on July [redacted] in the amount of $The Customer was unfortunately affected by an error which our third party payment processor (“Worldpay”) encountered on multiple transactions during July Because of this error, full refunds were incorrectly issued to some buyers instead of the intended partial refund amountTo correct this error, Worldpay issued charges to the cards used to make the purchaseThese charges were for the difference between the purchase prices and the partial refunds.Because the Customer was issued two partial refunds, she should see the following on her card statement, in additional to the initial charge for the purchase: two full refunds in lieu of partial refunds, followed by two charges ($and $respectively) to recoup the difference between the full and partial refundsHowever, due to refunds being delayed as another result of our payment processor’s error, it is possible that the Customer has not yet been refunded for the two full refund amountsThe Customer may wish to know that Etsy is in contact with Worldpay about this issue, and they are currently investigating this refundOn July **, the Etsy Administrator assisting the Customer with this issue by email assured her that Etsy would provide an update for her as soon as more information becomes availableThe Customer can rest assured that Etsy realizes the seriousness of this issue, and will continue working with her directly until it is resolved.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: [redacted] The full July [redacted] announcement can also be viewed here: [redacted] 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 July [redacted] email or reach out to our Support team using our Help form, which can be found here: [redacted] Etsy considers the matter closed at this timeIf you have any questions, feel free to contact [redacted] Sincerely, Camille Etsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] 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 [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use Etsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy membersEtsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accountsEtsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer claims her account was suspended due to overlapping information with another accountOur records show that because of policy violations, another Etsy account that the Customer holds was suspendedAs a result, the accounts the Customer is referencing were suspended as well The Customer’s accounts were suspended for not resolving a non-delivery case and for an overdue balance in one or more related accounts The Customer was contacted yesterday, October **, in regards to the action required to resolve these concerns We do not make the decision to suspend service without great consideration and are sorry for any inconvenience caused to the Customer In the event the Customer has further questions about the actions required to reinstate their accounts, we would encourage them to reach out to our Trust team directly ( [redacted] ) Etsy considers the matter closed at this time If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted] Etsy, Inc
March ***, To: [redacted] Dear ***: This letter sets forth Etsy’s position regarding the Complaint dated March **, 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 “**”) is an Etsy member and agreed with Etsy’s Terms of Use The Etsy Terms of Use state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time.” The Terms of Use also state, “Your Content and your use of Etsy shall not [i]nfringe upon any third-party's copyright, patent, trademark, trade secret or other proprietary or intellectual property rights or rights of publicity or privacy.” The Terms further state, “Etsy reserves the right to suspend and/or terminate a person's account or any accounts held by that person by virtue of association, including all usernames under which that person operates on Etsy.” Unfortunately, our records reflect that there is overlapping information in the Customer’s account for Etsy to consider them related to an account that was suspended for policy violations The Customer was an Etsy member and agreed with Etsy’s Terms of Use and other site policies Per the Terms of Use and other site policies, Etsy refused selling privileges to the Customer due to a history of violations of Etsy site policy in an account deemed to be associated with her Etsy terminated the selling privileges of the related accounts as well Etsy considers the matter closed at this time If you have any questions, feel free to contact me at [redacted] Sincerely, Etsy, Inc
December **, 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 *, 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 state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy membersEtsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accountsEtsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” Additionally, Etsy’s Terms of Use state, “If Etsy terminates a listing or your account, if you close your account, or if the payment of your Etsy fees cannot be completed for any reason, you remain obligated to pay Etsy for all unpaid fees plus any penalties, if applicable.” In the complaint, the Customer claims that their account was suspended due to an unresolved case According to our records, a not-as-described case was opened against the Customer on June **, The Etsy Administrator mediating this case determined that the item sold by the Customer was significantly not as described, and the Customer would need to accept a return and issue a full refund to the other party involved in the caseAlthough the items were returned to the Customer, the Customer did not fulfill the refund, and as a result, Etsy suspended their account privilegesAs of today, December **, 2014, the Customer has not provided proof that this refund has been issuedThis case will remain open until this proof of refund is receivedThe Customer’s account will remain open, but suspended, until this case is resolved, and any overdue balance paidOn June **, 2014, the Customer received a detailed explanation about why their account will not be closed, or fully reinstated, until their overdue balance is paid and the Customer has resolved the case opened against their shopIt is our understanding that the Customer felt distressed by the communication they received from their own buyerPlease note that Etsy does have policies in place to protect members from unwanted contact by other members on the siteAlthough we do give members the option to request non-contact via Conversations from other members, they are still required to communicate about open transactions, and participate in cases, which will be mediated by an Etsy AdministratorFor more information about these policies, please see this article: [redacted] Unfortunately, Etsy is unable to assist with matters of unwanted contact that occur off of EtsyWe’re sorry to hear that this situation has caused the Customer distressWe do not make the decision to suspend an account without great considerationIn the event the Customer has any questions about this matter, they may email us at [redacted] for further assistance Etsy considers the matter closed at this time If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted] Etsy, Inc
[redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the rejection filed September *** and ***, 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 [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.’’ In the rejection, the Customer states that Etsy removed material from her shop that appears in other shops on EtsyShe also states that the material is [redacted] Please note that ‘ [redacted] ’ according to Etsy’s policies (items years of age or older), may not be what others define as [redacted] Etsy allows for the sale of [redacted] , craft and handmade material The Customer’s account is currently suspended because the material in her shop did not comply with Etsy’s policies for what may be sold in Etsy’s marketplaceA member of Etsy’s marketplace integrity team, which monitors the material sold on Etsy attempted to work with the Customer because we found that material in her shop was not [redacted] Our team reached out to the Customer on September ***, and twice on September *** to work to bring the Customer’s shop into compliance We explained the changes that needed to be made to the Customer’s account and how to rectify the issue to reinstate the Customer’s selling privilegesWe also stated that we cannot respond to further emails until those changes have been madeTo Etsy’s knowledge, the Customer has not made these changes The Customer may continue to sell on Etsy if the Customer adheres to Etsy’s Terms of UseThe Customer must make the changes as requested, and she can then reach out to Etsy’s integrity team Etsy considers this matter closed at this time Sincerely, [redacted] Etsy, Inc
#ffffff;"> [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] 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 [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this 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 Unfortunately, the Seller the Customer ordered from no longer qualifies to be a member of Etsy and will not be returning to the site Although the Customer is unable to file a case for this order on Etsy, they can still open a refund claim based on their payment method As the Customer paid for this order via [redacted] , Etsy does not have access to their payment in order to issue a refund on the Seller’s behalf We would recommend that the Customer therefore contact [redacted] , or their bank or credit card issuer, to see whether they are able to obtain a refund In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ( [redacted] ) for assistance We’re sorry to hear that the Customer had a negative experience with this 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 [redacted] Sincerely, [redacted] Etsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the second rejection of our response to the complaint dated September **, 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 state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the second rejection, the Customer has advised she opened a claim on Etsy within the day window to open a dispute As previously noted, no such claim was opened, nor was Etsy contacted about this transactionIf the Customer found that they were unable to report an issue with the transaction through the link noted, this was likely because they attempted to do so after their ability to file a dispute had expired on September *, As the Customer paid for this order via [redacted] , Etsy unfortunately does not have access to their payment in order to issue a refund on the Seller’s behalf Etsy is therefore unable to further assist in the refund process We would like to advise the Customer that an inquiry was sent to this Seller as a courtesy As the Seller has not resolved this inquiry, the Seller's account has been suspended pending a resolution of the Customer's complaintIn the event the Customer requires additional assistance or would like to follow up on the status of this inquiry, we would encourage them to reach out to our Trust team directly ( [redacted] ) for assistance We’re sorry to hear that the Customer had a negative experience with this 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 [redacted] Sincerely, [redacted] Etsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated July **, 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 state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the rejection, the Customer is requesting assistance in finding a new Seller on Etsy to complete a previous order that was cancelled and fully refundedWe would like to clarify that Sellers are not employees of Etsy, but operate shops on Etsy.com We ask that the Customer not file further rejections, as this limits Etsy’s ability to assist them in a timely and efficient manner We would instead encourage them to reach out to our Support team directly ( [redacted] ) for further assistance locating a new Seller Etsy considers the matter closed at this time If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted] Etsy, Inc
#ffffff;"> [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] 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 [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use Etsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy membersEtsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accountsEtsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer claims that her account was suspended for multiple reports of non-delivery as well as a declining review score, and funds in the Customer’s account were held past the 30-day probationary period The Customer was given a probation period after confirming they had shipped all past ordersThe Customer continued to avoid resolving additional buyer reports of non-delivery, and received additional non-delivery cases during this probationary period All funds in this Customer’s account resulted from transactions completed through Etsy’s Direct Checkout systemAs Etsy’s Direct Checkout Terms of Use state, “By using the direct checkout service (“Direct Checkout”) on Etsy.com (the “Site”), on Etsy’s mobile applications or with other services provided by Etsy (collectively, the “Services”), as a seller (“Seller”) or a purchaser (“Buyer”), you agree to be bound by this Etsy Direct Checkout Terms of Use Agreement (the “Agreement”)The Agreement is a legal agreement between you and Etsy, Inc., if you transact in United States Dollars, or Etsy Ireland Limited, if you transact in a currency other than United States Dollars (collectively, “Etsy”) Etsy’s Direct Checkout Terms of Use also states “If we reasonably conclude based on information available to us that Registered Seller's actions and/or performance in connection with Direct Checkout may result in Buyer disputes, chargebacks, or other claims, then we may, in our sole discretion, put into effect a hold, deposit delay, or reserve associated with Registered Seller’s Shop Payment Account balance.” Please note that we clearly disclosed to the Customer the risk of these consequences prior to refusing service to her account for violations of our policiesAs long as Etsy does not continue to receive non-delivery cases or chargebacks from the Customer’s buyers, any remaining funds will be disbursed to the Customer We do not make the decision to suspend an account and retain funds without great considerationIn the event the Customer has any questions about this matter, they may email us at [redacted] for further assistance Etsy considers the matter closed at this time If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted] Etsy, Inc
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: Etsy still has not provided an itemized account broken day by day for the chargesEtsy is trying to charge me ad fees for the days that my account was suspended and thats why they do not want to provide the day by day breakdown because they know they are at fault at this point In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
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: Thank you for promptly getting an answer for me, unfortunately their details of their follare not valid, what I received from their ETSY support was auto response emails, simply stating that they received my original email and that I should expect follwhich I never received, it wasn't until May **, that I did inform them that I was seeking assistance from the Revdex.com that they responded stating that I have passed the date to file a claim My response back to them was that I my original request to file a claim was before the expiration date of May **, I have attached the emails I received from them on May *, which is simply and auto response, if they can prove that they sent previous emails that would be good I have scanned my emails to make sure that I did not miss anything and indeed I have not In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Hi again, I emailed you and to etsy on October [redacted] details with images, I'm not sure if I send it to the wrong email, I just forwarded to you again to go overPlease let me know if you got my messages with detailed photosThanks [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: Hello I would like to reject the solution/response that Etsy proposed The order that I placed through Etsy was for multiple towels and have since used the other towels I would not be able to contact my credit card company to refuse the entire sale I have been continuing to try and work with Etsy, but have not gotten anywhere with them The Cocktail Party/Vintage Star has continued to write lies about me and has violated Etsy guidelines: Listed Etsy guidelines- Honesty is important to Etsy and our communityWe ask that shop owners represent themselves, their business, and their items accurately Listed under Seller guidelines- By delivering personal [redacted] service and following Listed under Guidelines--you can show buyers that your Etsy business is honest, friendly, and human Our marketplace is built on trustIt’s important that you represent yourself, your business, and your items accurately How do I conduct myself as a member of the Etsy community? -In order to make sure that Etsy’s community spaces remain safe and respectful, we ask that all members adhere to the following rules: Above all, treat one another with respectRemember, there is a real person behind each name You may not engage in targeted abuse or harassment Additionally, Etsy nor The Cocktail Party/Vintage Star do not have any policies posted giving any information about how they handle problems and how they plan to get the problem resolved whether it be by prepaid mailing label at the sellers expense or the the buyers expense It seems that even though Etsy is the overseeing company of the sales, the offer absolutely no recourse if the sale does not go as planned for either the buyer or the seller In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
February [redacted] To: The Revdex.com [redacted] Via Email: [redacted] Re: Case # [redacted] Dear [redacted] : This letter sets forth Etsy’s position regarding the response to the complaint filed February ***, 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 [redacted] (the “Customer”) explained in the rejection, the Customer was a buyer on the Etsy site and as such agreed to Etsy’s Terms of use In the complaint, the Customer states that she did not receive an item from an Etsy seller and she requests a refund Etsy’s Terms of Use state “[s]hould you have a dispute with one or more users, or an outside party, you release Etsy from any and all claims, demands and damages of every kind and nature arising out of or in any way connected with such disputes.” Etsy customers may file non-delivery cases via Etsy’s case system to resolve disputes such as theseIt appears that the Customer has filed a case with this sellerEtsy’s Trust and Safety Team, which moderates these disputes, explained to the Customer and the seller that the seller must provide proof of shipping within one week of The Customer’s case is still open at this time, and we encourage the Customer to resolve the case in this fashionThe Customer may also wish to dispute the case with the appropriate payment merchant, Paypal Please note that the item the customer purchased was from the Etsy user ‘ [redacted] ’ who operates a shop on Etsy‘ [redacted] ’ is not an Etsy employee Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute Etsy did not receive any payment from the Customer for this purchase If you have any questions please contact me at [email protected] Sincerely, [redacted] Etsy, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I tried to get back my money before the allotted days past from the sellerAt the time I had never even received my itemWhen I did receive a item - - not at all what I ordered, I had only had the item a few minutes before I contacted the seller to complain about what I had been sentBecause the seller was known to take their time in responding I waited a few more days before attempting to go over the seller's head and take more drastic actionHowever, the seller never communicated with meWhen I tried to call upon Etsy to hold their seller responsible they were most unhelpfulThey said that they were not responsible for a seller who's shop was hosted on their websiteThey have since canceled his right to host a shop on Etsy, but they have taken to further action to resolve my issue; I paid $for an item that I never received via their websiteI want my money backI am attaching images to substantiate my claimsI never received an opening table, with a plexi glass tops, nor did I receive any spacersI acted as quickly as could be expected considering I complained the very evening I finally received my item after nearly months of inquiry and conversationMoreover, I received the item after I had already tried to cancel the procedureUnfortunately, I was lied to by the seller several times and now I'm stuck with a $wooden box I never orderedI want Etsy to take responsibility for the shop that they hosted on their websiteI want my money backThey need to bill the seller In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Dear Mediator: This letter sets forth Etsy’s position regarding the Complaint dated February **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods To use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use In the Complaint, the Customer states that he did not receive an item he purchased from an Etsy seller (the “Seller”), username “ [redacted] ” of [redacted] , on February *, To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on EtsyFiling this Complaint against Etsy unfortunately is not an effective way to resolve this issue with the Seller According to our records, the Seller sent the item on February **, 2014, and provided the USPS tracking number [redacted] It appears that the Customer did not attempt to reach out to the Seller directly about this transaction, which would have been the most effective way to ask about shipping of this itemI see that a member of Etsy’s Trust & Safety team tried to assist the Customer through multiple emails from February [redacted] 2014, but the Customer simply refused to understand that Etsy merely connects the buyer and seller, and that we are not directly involved in the procurement or shipment of the items on our site Should the Customer have further problems with this transaction, he may choose to file a dispute with Etsy’s claim system by the April **, deadline We are sorry to see the Customer did not reach out to the Seller directly for more information, and appears to be confused about Etsy’s role in the transaction Etsy’s Terms of Use specifies that Etsy “cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also states “[s]hould you have a dispute with one or more users, or an outside party, you release Etsy (and Etsy’s officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with such disputes.” Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this disputeTransactions on Etsy occur directly between a buyer and seller We sincerely hope that the Customer receives the item he purchased soonEtsy considers the matter closed at this timeIf you have any questions, feel free to contact me at [redacted] Sincerely, [redacted] Etsy, Inc
RevDex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I only received a message from an admin by the name of [redacted] that there was an issue with my account, but needed to review email to find out what the problem was. I wrote him and told him 6 different times that I was not receiving emails to [redacted] and provided them with [redacted] - no response from [redacted] ***- no response from ETSY LEGAL- I was not given fair and just time to correct the issue- I was not even aware of what the issue was. I would like my account reinstated with the understanding that I remove the word ONESIE from my listings. GERBER has emailed me and stated they do not have a problem with me selling the stickers, but to remove the wording. I was not made aware of the problem until after they had already closed my store. I made every attempt to CONTACT [redacted] and have every ETSY convo saved if you need to view this. On 7 different occasions I contacted him-OCTOBER **- DECEMBER ***, DECEMBER ***again- MARCH **, APRIL **APRIL **, APRIL **- I contacted LEGAL ETSY DECEMBER ***(NO RESPONSE) APRIL **(NO RESPONSE) APRIL **(NO RESPONSE) I have copies of all of these messages to ETSY- asking for help, asking them to send the email to [redacted] - They NEVER responded- instead- they closed my store. I then contacted EVELYN on APRIL 30th- because I still had no response from ETSY LEGAL-or [redacted] ***- No response from her either. ETSY HAS NO PHONE SUPPORT- I could not fix something I was not aware of. They have no customer service line- I would like my store opened back as thepreppycafe- able to sell as I did before. I will make the corrections to the listings that have the word ONESIE in them and remove the word. I repeatedly messaged [redacted] ***, etsy legal to ask them for help- and to email the problems to [redacted] - If I need to create screen shots of all attempts made to contact etsy asking for help I will be happy to do so. This was not fair to me at all- and there are still over 100,000 listings with the word ONESIE- from different sellers. I was not given an opportunity to fix the problem- and if etsy had customer service or a phone number for support it could have been resolved. ETSY at this time has over 30 million users- and should accommodate them with courtesy of responding to admin notifications as well as phone or live chat. This would eliminate further confusion. I would like my selling privilages reinstated. It is what is right and what is fair. In order for the BBB to appropriately process your response, you MUST answer the question above. Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I appreciate etsy's attempt in answering the complaint - however they had an opportunity to facilitate a resolution with [redacted] and they choose not toSince etsy manages the site where transactions occur, they should bear some of the responsibility of this transactionHowever, I'd rather make a report with Revdex.com on [redacted] , but I could not locate that businessIf [redacted] is registered with the Revdex.com, please let me know how to report this companyHow is it reasonable that the seller has been paid for an item, and I have nothing? The reasonable response would be something in the form of a refund, the frame, or something that is similar to the frame 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 rejection 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 [redacted] (the “Customer”) explained in the complaint, the Customer was a buyer on the Etsy site and as such agreed to Etsy’s Terms of use.’’ In the complaint the Customer indicates that she did not file a case within the timeframe because the seller promised that they would fix the issueThe Customer also states that she would like Etsy to resolve the situation with those who purchased items from this shop or suspend the shop’s selling privileges Those who purchase an item on Etsy may file a case so long as the deadline to file a case has not passedOnce the option to open a case has expired, it cannot be reinstatedEach seller determines how to resolve these disputes, and we always hope that sellers who use Etsy’s service will practice good customer serviceEtsy cannot guarantee any outcomes We will look into this case to determine whether this particular sellers is in compliance with Etsy’s Terms of Use, however we cannot provide private information about a member’s account with anyone but that member It is unfortunate that the Customer did not have a satisfactory experience, however we cannot provide a refundThis transaction was completed via [redacted] , and Etsy did not receive funds directly from this transactionThe Customer may wish to contest this via [redacted] or her credit card issuer The item the customer purchased was from the Etsy user ‘ [redacted] ’ who operates a shop on Etsy‘ [redacted] ’ 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 If you have any questions please contact me at [redacted] Sincerely, [redacted] ***
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated July **, 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 policiesCheryl Gushard (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s full Terms of Use can be found here: [redacted] In the complaint, the Customer states that she placed an order with a seller on Etsy (the “Seller”), and that she received the item damagedAs a result, the Customer states that the Seller issued her a partial refund for her order, but was refunded in full in errorThe Customer also states that she was charged an additional amount as a result of this error.Our records indicate that the Customer placed an order with the Seller on June [redacted] for $67.95, and was issued a partial refund for the item on July [redacted] in the amount of $The Seller also initiated an additional partial refund on July [redacted] in the amount of $The Customer was unfortunately affected by an error which our third party payment processor (“Worldpay”) encountered on multiple transactions during July Because of this error, full refunds were incorrectly issued to some buyers instead of the intended partial refund amountTo correct this error, Worldpay issued charges to the cards used to make the purchaseThese charges were for the difference between the purchase prices and the partial refunds.Because the Customer was issued two partial refunds, she should see the following on her card statement, in additional to the initial charge for the purchase: two full refunds in lieu of partial refunds, followed by two charges ($and $respectively) to recoup the difference between the full and partial refundsHowever, due to refunds being delayed as another result of our payment processor’s error, it is possible that the Customer has not yet been refunded for the two full refund amountsThe Customer may wish to know that Etsy is in contact with Worldpay about this issue, and they are currently investigating this refundOn July **, the Etsy Administrator assisting the Customer with this issue by email assured her that Etsy would provide an update for her as soon as more information becomes availableThe Customer can rest assured that Etsy realizes the seriousness of this issue, and will continue working with her directly until it is resolved.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: [redacted] The full July [redacted] announcement can also be viewed here: [redacted] 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 July [redacted] email or reach out to our Support team using our Help form, which can be found here: [redacted] Etsy considers the matter closed at this timeIf you have any questions, feel free to contact [redacted] Sincerely, Camille Etsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] 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 [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use Etsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy membersEtsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accountsEtsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer claims her account was suspended due to overlapping information with another accountOur records show that because of policy violations, another Etsy account that the Customer holds was suspendedAs a result, the accounts the Customer is referencing were suspended as well The Customer’s accounts were suspended for not resolving a non-delivery case and for an overdue balance in one or more related accounts The Customer was contacted yesterday, October **, in regards to the action required to resolve these concerns We do not make the decision to suspend service without great consideration and are sorry for any inconvenience caused to the Customer In the event the Customer has further questions about the actions required to reinstate their accounts, we would encourage them to reach out to our Trust team directly ( [redacted] ) Etsy considers the matter closed at this time If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted] Etsy, Inc
March ***, To: [redacted] Dear ***: This letter sets forth Etsy’s position regarding the Complaint dated March **, 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 “**”) is an Etsy member and agreed with Etsy’s Terms of Use The Etsy Terms of Use state, “Etsy reserves the right to refuse service to anyone, for any reason, at any time.” The Terms of Use also state, “Your Content and your use of Etsy shall not [i]nfringe upon any third-party's copyright, patent, trademark, trade secret or other proprietary or intellectual property rights or rights of publicity or privacy.” The Terms further state, “Etsy reserves the right to suspend and/or terminate a person's account or any accounts held by that person by virtue of association, including all usernames under which that person operates on Etsy.” Unfortunately, our records reflect that there is overlapping information in the Customer’s account for Etsy to consider them related to an account that was suspended for policy violations The Customer was an Etsy member and agreed with Etsy’s Terms of Use and other site policies Per the Terms of Use and other site policies, Etsy refused selling privileges to the Customer due to a history of violations of Etsy site policy in an account deemed to be associated with her Etsy terminated the selling privileges of the related accounts as well Etsy considers the matter closed at this time If you have any questions, feel free to contact me at [redacted] Sincerely, Etsy, Inc
December **, 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 *, 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 state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy membersEtsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accountsEtsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” Additionally, Etsy’s Terms of Use state, “If Etsy terminates a listing or your account, if you close your account, or if the payment of your Etsy fees cannot be completed for any reason, you remain obligated to pay Etsy for all unpaid fees plus any penalties, if applicable.” In the complaint, the Customer claims that their account was suspended due to an unresolved case According to our records, a not-as-described case was opened against the Customer on June **, The Etsy Administrator mediating this case determined that the item sold by the Customer was significantly not as described, and the Customer would need to accept a return and issue a full refund to the other party involved in the caseAlthough the items were returned to the Customer, the Customer did not fulfill the refund, and as a result, Etsy suspended their account privilegesAs of today, December **, 2014, the Customer has not provided proof that this refund has been issuedThis case will remain open until this proof of refund is receivedThe Customer’s account will remain open, but suspended, until this case is resolved, and any overdue balance paidOn June **, 2014, the Customer received a detailed explanation about why their account will not be closed, or fully reinstated, until their overdue balance is paid and the Customer has resolved the case opened against their shopIt is our understanding that the Customer felt distressed by the communication they received from their own buyerPlease note that Etsy does have policies in place to protect members from unwanted contact by other members on the siteAlthough we do give members the option to request non-contact via Conversations from other members, they are still required to communicate about open transactions, and participate in cases, which will be mediated by an Etsy AdministratorFor more information about these policies, please see this article: [redacted] Unfortunately, Etsy is unable to assist with matters of unwanted contact that occur off of EtsyWe’re sorry to hear that this situation has caused the Customer distressWe do not make the decision to suspend an account without great considerationIn the event the Customer has any questions about this matter, they may email us at [redacted] for further assistance Etsy considers the matter closed at this time If you have any questions, feel free to contact me at [redacted] Sincerely, [redacted] Etsy, Inc
[redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the rejection filed September *** and ***, 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 [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.’’ In the rejection, the Customer states that Etsy removed material from her shop that appears in other shops on EtsyShe also states that the material is [redacted] Please note that ‘ [redacted] ’ according to Etsy’s policies (items years of age or older), may not be what others define as [redacted] Etsy allows for the sale of [redacted] , craft and handmade material The Customer’s account is currently suspended because the material in her shop did not comply with Etsy’s policies for what may be sold in Etsy’s marketplaceA member of Etsy’s marketplace integrity team, which monitors the material sold on Etsy attempted to work with the Customer because we found that material in her shop was not [redacted] Our team reached out to the Customer on September ***, and twice on September *** to work to bring the Customer’s shop into compliance We explained the changes that needed to be made to the Customer’s account and how to rectify the issue to reinstate the Customer’s selling privilegesWe also stated that we cannot respond to further emails until those changes have been madeTo Etsy’s knowledge, the Customer has not made these changes The Customer may continue to sell on Etsy if the Customer adheres to Etsy’s Terms of UseThe Customer must make the changes as requested, and she can then reach out to Etsy’s integrity team Etsy considers this matter closed at this time Sincerely, [redacted] Etsy, Inc
#ffffff;"> [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] 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 [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this 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 Unfortunately, the Seller the Customer ordered from no longer qualifies to be a member of Etsy and will not be returning to the site Although the Customer is unable to file a case for this order on Etsy, they can still open a refund claim based on their payment method As the Customer paid for this order via [redacted] , Etsy does not have access to their payment in order to issue a refund on the Seller’s behalf We would recommend that the Customer therefore contact [redacted] , or their bank or credit card issuer, to see whether they are able to obtain a refund In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ( [redacted] ) for assistance We’re sorry to hear that the Customer had a negative experience with this 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 [redacted] Sincerely, [redacted] Etsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the second rejection of our response to the complaint dated September **, 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 state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the second rejection, the Customer has advised she opened a claim on Etsy within the day window to open a dispute As previously noted, no such claim was opened, nor was Etsy contacted about this transactionIf the Customer found that they were unable to report an issue with the transaction through the link noted, this was likely because they attempted to do so after their ability to file a dispute had expired on September *, As the Customer paid for this order via [redacted] , Etsy unfortunately does not have access to their payment in order to issue a refund on the Seller’s behalf Etsy is therefore unable to further assist in the refund process We would like to advise the Customer that an inquiry was sent to this Seller as a courtesy As the Seller has not resolved this inquiry, the Seller's account has been suspended pending a resolution of the Customer's complaintIn the event the Customer requires additional assistance or would like to follow up on the status of this inquiry, we would encourage them to reach out to our Trust team directly ( [redacted] ) for assistance We’re sorry to hear that the Customer had a negative experience with this 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 [redacted] Sincerely, [redacted] Etsy, Inc