Proform Concrete Services Inc.

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*** *** * *** Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated October **, 2016, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of 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); andEach 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 they did not receive an item they had purchased from a seller on Etsy (the “Seller”)The Customer has requested that Etsy intervene, to hold the seller responsible for providing a refund for their order.Please be advised that, pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Sellers that the Customer purchased from are not employees of Etsy, but rather individuals who has previously operated shops on Etsy.com.Our records indicate that the Customer purchased an item from the Seller on August *The Seller then indicated that the item was shipped to the Customer on August * and, at that time, an email was sent to the Customer to inform them of this shipment.Our records also indicate that, on September *, the Customer reported this issue to Etsy by opening an Non-delivery Case.To clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an orderAlthough, as a venue, Etsy is not directly involved in the transaction, Etsy Administrators may be able to assist in the mediation of some disputes through the case systemUltimately, the Customer’s case was closed by an Etsy case specialist on October ** after the Seller provided appropriate proof of shipping to reflect that they had shipped the order to the Customer’s address.As was explained to the Customer in the case log, Etsy does not hold sellers responsible for shipping delays or errors, as long as the Seller is able to prove that they shipped the item to the address on the Etsy receiptSome sellers may offer a replacement or a refund in this circumstance, but this is not required by EtsyAs such, we’re unable to reopen the case filed by the Customer and can not hold the Seller responsible for providing a refund or taking further action.We’re sorry to hear that the Customer has not had a positive experience with this SellerHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly (***) Etsy considers the matter closed at this time If you have any questions, feel free to contact *** Sincerely,CarlyEtsy, Inc

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Dear Mediator: 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 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); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”In the complaint, the Customer states that she was charged the wrong amount for a purchase she made from a seller (the “Seller”) on EtsyThe Customer also claims that she has not been able to get in touch with Etsy by phone.According to our records, the Customer purchased a PDF of a birthday invitation from the seller for $We do not have record of a $charge on the Customer’s account.Furthermore, our records don’t indicate that the Customer has been in touch with Etsy by phone about this issueTo clarify, Etsy is only able to offer support via telephone through the Request a Phone Call toolInformation about this tool can be found at the following help page: ***
Should the Customer wish to speak to Etsy’s Phone Support about this issue, they may request a phone call through this contact form: ***The Customer may also contact us directly at *** for further assistanceIn her email, it would be helpful if the Customer could include a screenshot of her bank statement, showing the $charge she received from Etsy.Etsy considers this matter closed at this timeIf you have any questions, please contact us at *** Sincerely, CamilleEtsy, Inc

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*** *** This letter sets forth Etsy’s position regarding the complaint dated July **, 2016, against Etsy, Inc(“Etsy”)Etsy’s service, ***, 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); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”In the complaint, the Customer claims that she did not receive a purchase she made from a seller on Etsy (the “Seller”), and neither the Seller nor Etsy has assisted her in resolving this issuePursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Sellers that the Customer purchased from are not employees of Etsy, but rather individuals who has previously operated shops on Etsy.com.Our records indicate that the Customer purchased an item from the Seller on July **The Seller then indicated that the item was shipped to the address provided by the Customer on the Etsy receipt and included tracking information for the shipment on the date of purchaseAccording to the tracking information, provided by the Seller, the shipping service (USPS) marked this order as delivered on July **.Etsy does not hold sellers responsible for shipping delays or errors, as long as the Seller is able to prove that they shipped the item to the address on the Etsy receiptSome sellers may offer a replacement or a refund in this circumstance, but this is not required by Etsy.As the Seller has submitted tracking information, the Customer was advised by the Seller on July ** to file a claim with the shipping service.In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly (***) We’re sorry to hear that the Customer has not had a positive experience with this SellerHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers the matter closed at this time If you have any questions, feel free to contact *** Sincerely,CamilleEtsy, Inc

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*** ***This letter sets forth Etsy’s position regarding the complaint filed March **, against Etsy, Inc(“Etsy”)To use
the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs *** *** (the “Customer”) stated in the complaint, the Customer was a seller on the Etsy site and as such agreed to Etsy’s Terms of Use and site policies.In the complaint, the Customer states that her shop was shut down without warning, due to infringement issues, and that she was unable to contact EtsyFurther, she states that Etsy will not close her accountThe Customer requests that her account be closed Etsy’s Intellectual Property Policy, to which the Customer agreed, state that Etsy terminates account privileges of members who receive repeat notices of intellectual property infringement ***)Etsy received multiple notices of infringement citing the Customer’s shopEach time, we emailed the Customer to give her information about the notice as well as contact information for the complaining partyOn December **, we sent the Customer a final warning for infringementOn January **, 2017, we sent the Customer another final warning for infringement upon receipt of another notice of infringementOn July **, 2016, we received another notice of infringement, and made the difficult decision to revoke the Customer’s selling privilegesOn August **, 2016, we received an email from the Customer requesting reinstatement of her accountEtsy replied to that email explaining that our decision to revoke the Customer’s selling privileges was final.Etsy has closed the Customer’s accountShe will no longer have access to this account, as requested.Etsy considers this matter closedIf you have any questions please contact me at ***Sincerely,AprilEtsy, Inc

Initial Business Response /* (1000, 5, 2015/09/18) */
Contact Name and Title: *** *** HR Manager
Contact Phone: XXX-XXX-XXXXx
Contact Email: ***@proform.ca
It is the intent of Proform Concrete Services to reimburse the complainant for the cost of the damaged Tire by check
We will of course require a receipt for the amount of $Payment will be sent via certified mail by Sept,
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Dear Mediator:This letter sets further forth Etsy’s position regarding the complaint dated May **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use 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); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”In the rejection, the Customer states that her case for the dress she purchased from a seller on Etsy (the “Seller”) was reopened.According to our records, the Customer’s Not as Described case was reopened on May ** at her request, as she had previously been unable to supply additional proof the her dress order was significantly different from the Seller’s listing.On June *, after the Customer provided additional information in her case log, the Etsy Administrator assigned to this case determined, in accordance with our Terms of Use, that Etsy was unable to mediate this issue through the case system, as we did not find that there were material differences between the dress received and the item’s listing description and photographsWhile we understand that our determinations may not please every member, we have not come to our conclusion without great deliberation.Etsy considers this matter closed at this timeIf you have any questions, feel free to contact *** Sincerely,CamilleEtsy, Inc

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*** ***This letter sets forth Etsy’s position regarding the rejection filed October *, 201* against Etsy, Inc(“Etsy”)To use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs *** *** (the “Customer”) stated in the complaint, the Customer was a seller on the Etsy site and as such agreed to Etsy’s Terms of Use and site policies.In the rejection, the Customer states that she did not have fifteen instances of intellectual property infringement, and that the infringement claims she did receive were falseShe also states that she did not open a new shop on EtsyThis is incorrectEtsy’s Intellectual Property Policy, to which the Customer agreed, state that Etsy terminates account privileges of members who receive repeat notices of intellectual property infringement (***)Etsy received fifteen notices of infringement citing the Customer’s shop, “***.” Though the Customer did receive withdrawals from one of the notifying parties, there are still many notices citing content in her shopIn accordance with Etsy’s Intellectual Property Policy, we made the decision to revoke her selling privileges based on the multiple notices of infringement.The Customer did open another shop, “***,” on September **, 201* after the shop in question was closed, in violation of Etsy’s policiesEtsy then terminated the Customer’s account privileges, in accordance with our policiesThis decision is final and permanentEtsy considers this matter closedIf you have any questions please contact me at ***.Sincerely,AprilEtsy, Inc

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*** *** * ***Dear Mediator: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 goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” In the complaint, the Customer claims that she purchased a slate board with information written on it from a seller on Etsy (the “Seller”) and she was instead emailed a digital file of the same design.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 March **, 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.Within the Etsy case system, in order to determine that an item is not-as-described, Etsy Administrators must find that there are detailed differences between the item that was received and as was described by the sellerAfter thorough review, in accordance with our Terms of Use, the Etsy Administrator determined that the file the Customer received was not materially different than the listing she purchased from, as the Seller states in their listing that the item is a printable digital fileAs such, on March **, the Customer’s case was closedWhile we understand that our determinations may not please every member, we have not come to our conclusion without great deliberationWe’re sorry to hear that the Customer did not have a satisfactory experience with this SellerHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.In the event the Customer requires additional assistance, or has further questions about Etsy’s dispute resolution process, 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,CamilleEtsy, Inc

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*** ***This letter sets forth Etsy’s position regarding the complaint dated June *, against Etsy, Inc(“Etsy”)Etsy’s service, ***, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”By agreeing to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”In the complaint, the Customer claims that she purchased a hat for a specific event from a seller on Etsy (the “Seller”), and that the hat was the incorrect size.To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on ***.According to our records, the Customer did not open a case on Etsy for this transactionTo clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an orderIf necessary, Etsy Administrators may assist in the mediation of the disputeUnfortunately, our records further indicate that the day window to open a dispute for this order has expiredOnce the eligibility to file a Not as Described case on Etsy has expired, it can not be reinstatedAs a venue, Etsy is not directly involved in the transaction, and we are unable to mediate Not as Described issues between the Customer and the Seller outside of our dispute systemIn the event the Customer has any further questions about Etsy’s dispute system, she may contact our Dispute-Resolution team for more information at dispute-resolution@***.We’re sorry to hear that the Customer did not have a satisfactory experience with this SellerHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers this matter closed at this timeIf you have any questions, please contact me at legal@***
Sincerely,MeghanEtsy, Inc

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*** *** This letter sets forth Etsy’s position regarding the complaint dated September **, against Etsy, Inc(“Etsy”)Etsy’s service, ***, 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 UseIn the complaint, the Customer requests that a refund be issued for her use of Pattern on EtsyThe Customer claims that she canceled this service during its 30-day free trial period, but that the services continued regardless, and therefore billed her fees for the serviceAccording to our records, the Customer manually started a 30-day free trial for Pattern on Etsy on Jun **, 2016, giving her days free for use of this service between Jun **, and Jul **, Our records show that the next change to the Customer’s Pattern subscription was when she canceled the service on Sept *, 2016, after her 30-day free trial had expired for some timeThere are no previous actions on her Pattern subscription, cancellation or otherwise, between Jun **, 2016, when Pattern by Etsy was started by the Customer, and Sept *, 2016, when she did cancel the subscriptionPer our Pattern policy, use of this service and its associated fees will be automatically renewed at the end of each monthShould the Customer wish to reference this policy, it can be found here: ***Upon contacting Etsy about this issue, the Customer was provided the same information, included a transcript of all action taken on her Pattern subscriptionThe Customer was also provided a credited for the most recent $fee she incurred for her use of Pattern in September, as a courtesy, since the month’s subscription was barely usedHowever, Pattern is a pre-paid service, and, per our policies, we do not provide credits for subscription feesSince the Customer’s use of Pattern in June, July, and August has been served, we are unable to issue further credits for this service.Should the customer have further questions or concerns, she may email us at *** for further assistanceEtsy considers the matter closed at this timeIf you have any questions, please feel free to contact *** Sincerely,JulianEtsy, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
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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 have already reached out to the resolution team and they claim they can not help that it is up to the buyer to refund the money, which she is refusing to do and yet I have nothing for my $i gave herIts horrible that they let sellers on their site do thisI explained to the buyer I could not download what she is telling me to downlaod from my cell phone which is how I contacted her several times and what I do everything on I dont have a computer to download what she claims she sent meSo she and etsy have my hard earned money and I have nothing for it.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here] Until I receive the stated refunds into my bank account (which as of this am, 08/**/2016), this matter is not resolvedEtsy has failed to respond to many of my emails despite what they are statingThe only time I have been able to get Etsy, or Gary, the CS Rep to respond, is when the Etsy shop owner contacts themI am extremely disappointed in Etsy's lack of concern with getting my funds back to me in a timely mannerIt is now August **, It has been almost days since funds were taken from my bank accountAt this time and due to the fact that Etsy continued to tell me that refunds were issued when they were in fact NOT, I will never do business with them againThe customer inability to actually speak to a person at Etsy is ridiculousI have sent multiple emails to them asking for a call but apparently Etsy does not want to talk to its members/customersI am very, very disappointed and extremely concerned with Etsy' business practices!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedI have received a refund in full so I am happy
Sincerely,
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
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June **, To: The Revdex.com ** *** *** *** * *** ***
*** *** ** ***Via Email: ***Re: Case #*** Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated June **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy provides its dispute resolution process for the benefit of usersEtsy does so in Etsy's sole discretion, and Etsy has no obligation to resolve disputes between users or between users and outside partiesTo the extent that Etsy attempts to resolve a dispute, Etsy will do so in good faith based solely on Etsy's policies.”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Complaint, the Customer states that the case filed against their shop by an Etsy buyer (the “Buyer”) was reopened after having already been closed due to the Buyer’s non-participation According to our records, the Buyer opened a case against the Customer on May **, It appears that because the Buyer did not participate in the case log or escalate the case, the case automatically closed on June **.As the Buyer has indicated to Etsy’s Trust team that this matter remains unresolved, Etsy has reopened the caseThe Buyer has been given one week from today’s date to comment in the case logIf the Buyer does not participate in the case, Etsy may close the caseAt this time, no action is required from the CustomerIn the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at ***.We are sorry to hear that the Customer’s transaction with the Buyer did not go as plannedHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers this matter closed at this timeIf you have any questions, please contact ***Sincerely, ***Etsy, Inc

Etsy, Inc
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Dear Mediator:
This letter sets
forth Etsy’s position regarding the rejection filed August *, against
Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people
around the world connect to buy and sell unique goodsIndividuals may open up their
own shop on Etsy to sell unique goodsTo use the site, each individual must
agree to Etsy’s Terms of Use and other site policiesAs *** *** (the
“Customer”) explained in the complaint, the Customer was a seller on the Etsy
site and as such agreed to Etsy’s Terms of Use
In the complaint the Customer states that his
Etsy account was selling commercial products, and that others selling the same
material should have their account privileges revoked as well
Etsy’s policies state, “Everything listed for
sale on Etsy must be handmade, vintage, or a craft supply.” They also state, “Etsy
may refuse service to anyone, at any time, for any reason.” ***
As the Customer stated in the rejection, he
was reselling commercial products in violation of Etsy’s policiesSimply
because others are selling material that may no comply with Etsy’s policies
does not give the Customer permission to willfully violate Etsy’s policies
Etsy is not a pre-screened site, and so material may appear that does not
comply with our policiesThis material can be reported and our Marketplace
Integrity team may review it privately
Etsy considers this matter closedIf you
have any questions please contact me at ***
Sincerely,
Danny
Etsy, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
Although the seller with whom I had a dispute was not an employee of Etsy, the dispute resolution admin who stated that "Etsy's policies require you [the seller] to reimburse the buyer for the cost of returning the items back to you" (see attachments of screen shots of the actual posted conversation from the Etsy employee) IS, in fact, an employee of Etsy, and should be bound by their policies (which they stated).
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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*** ***This letter sets forth Etsy’s position regarding the response to the complaint filed November *, 2016, against Etsy,
Inc(“Etsy”)Etsy’s service, ***, 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 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 states that she placed an order with “tailored-tots.com,” and never received the itemShe also states that the payment for this transaction was made to EtsyThis is incorrectThe Customer requests a refund or to receive the item she orderedEtsy’s Terms of Use, to which the Customer agreed, state that any legal claim related to an item a Customer purchases must be brought directly against the seller of the itemCustomers release Etsy from any claims related to items sold through Etsy’s ServicesThe website *** has no affiliation with EtsyThe Customer emailed a member of Etsy’s Trust and Safety Team on November *, regarding this purchaseThe order number provided by the Customer, as well as the email address of the Seller, were not in Etsy’s records, confirming that this purchase was made outside of Etsy, and therefore Etsy cannot provide a refundFurthermore, on November *, 2016, the Customer confirmed that she received a refund of the purchase from the correct merchantEtsy considers this matter closedIf the Customer has any questions, she may wish to contact the merchant from which she made this purchaseIf you have any questions please contact me at ***Sincerely,AprilEtsy, Inc

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Dear Mediator:This letter sets forth Etsy’s position regarding the complaint dated November *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies*** *** (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of 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); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”By agreeing to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”In the complaint, the Customer claims that he purchased a personalized sign from a seller on Etsy (the “Seller”) and that he is displeased with the durability of the sign after seven months of use.To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.According to our records, the Customer did not open a case on Etsy for this transactionTo clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an orderIf necessary, Etsy Administrators may assist in the mediation of the disputeUnfortunately, as previously advised by an Etsy Administrator, the day window to open a dispute for this order has expiredAs a venue, Etsy is not directly involved in the transaction, and we are unable to mediate between the Customer and the Seller outside of our dispute systemOnce the eligibility to file a case has expired, it can not be reinstatedIn the complaint, the Customer has also stated that they wish to leave a public review for this transactionUnfortunately, in accordance with Etsy’s policies, the ability to leave or edit a review also expires days after the estimated delivery date and can not be reinstated.In the event the Customer has any further questions about Etsy’s dispute or review systems, they may contact our Trust team for more information at ***.We’re sorry to hear that the Customer did not have a satisfactory experience with this SellerHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers this matter closed at this timeIf you have any questions, please contact me at ***.Sincerely,CarlyEtsy, Inc