Proform Concrete Services Inc.

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[redacted] This letter sets forth Etsy’s position regarding the complaint dated September *, 2016 against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By 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 ordered mason jars from a seller on Etsy (the “Seller”) and that some of the mason jars she received arrived damaged. The Customer has also stated that feels unsupported by Etsy in regards to this issue.To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on [redacted]. Transactions on Etsy occur directly between a buyer and a seller. Although Etsy is not directly involved in a transaction between members, Etsy may be able to assist members in some situations by mediating either a Non-Delivery or Not-as-Described case in the Etsy case system. However, Etsy is unable to mediate the Customer’s dispute using the Etsy case system because we cannot hold the Seller responsible for errors made by the postal service. As such, the Customer was advised by an Etsy Administrator to continue pursuing a resolution with the Seller directly. We are sorry to hear that the Customer’s transaction with this Seller did not go more smoothly. However, 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 has any further questions about this matter, she may continue to contact our Trust team at [redacted].Etsy considers this matter closed at this time. If you have any questions, please [redacted]. Sincerely,FrankieEtsy, Inc.

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[redacted] This letter sets forth Etsy’s position regarding the complaint dated May **, 2017 against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy members. Etsy 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 their account was terminated, and that the funds in the Customer’s account have been held.We do not make such decisions regarding the revocation of account privileges without great consideration, but a history of transgressions on the Customer’s account has brought us to the conclusion that our relationship must come to a close. We are not able to reconsider the Customer’s account status. All funds in this Customer’s account resulted from transactions completed through Etsy’s Direct Checkout system. As Etsy’s Direct Checkout Terms of Use state, “if we believe that a seller's actions may result in buyer disputes, chargebacks, or other claims, then we may, in our sole discretion, put (1) a hold, (2) a deposit delay, or (3) a reserve on the seller’s Shop Payment Account balance.”Etsy’s Direct Checkout Terms of Use further explain that, “a hold may be put on funds associated with a particular transaction if there is a dispute or investigation related to the order, for the shorter of: (a) 180 days after the estimated delivery date; or (b) completion of any investigation regarding the seller’s actions.”To be clear, the funds in the Customer’s Shop Payment Account will be released to the Customer 180 days from the day the Customer’s account was deactivated. This is to ensure that funds will be available to issue refunds to buyers on the Customer’s behalf, should additional cases be opened against their shop. According to our records, this was outlined to the Customer on May 24, and again on May **.Please note that we also clearly disclosed to the Customer the risk of these consequences prior to refusing service to their account for violations of our policies and prior to placing a hold on these funds. Should new questions or concerns arise, the Customer may email us at [redacted] for further assistance. Etsy considers the matter closed at this time.  If you have any questions, please feel free to contact [redacted] Sincerely,MeghanEtsy, Inc.

Dear Mediator: This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated October **, 2016 against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], is a marketplace where people around the world connect to buy and sell unique goods.  [redacted] (the "Customer") is a member of Etsy and is subject to Etsy's Terms of Use, including our Privacy and Requests for Information Policies. In the rejection, the Customer states that Etsy’s recommendation to file a dispute with issuer of the prepaid [redacted] would not resolve the matter of an unauthorized charge being applied to this prepaid card.Our records show that the Customer has received communication from an Etsy administrator on November *, 2016 with instructions of filing a payment dispute with the financial institution associated with a prepaid [redacted].  Additionally, the Customer’s most recent response, states that she has filed a dispute with the issuer of the prepaid credit card at this time.In addition, the Customer has requested that Etsy submit a request to the seller for the refund of this unauthorized transaction.At this time, following an investigation of the account associated with this transaction, Etsy has intervened and issued a full refund to the prepaid credit card used in this unauthorized transaction.  The Customer should expect a refund within 2-5 business days as of November **, 2016.Etsy considers the matter closed at this time.  If you have any questions, feel free to contact [redacted].   Sincerely,GregEtsy, Inc.

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[redacted]This letter sets further forth Etsy’s position regarding the complaint dated June *, 2017 against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By 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 rejection, the Customer states that she should be refunded for her purchase from a seller on Etsy (the “Seller”), and that she was unaware of the current timeframe to file a case.  The Customer may wish to note that, while opening a Not as Described case provides buyers with the ability for Etsy to take a closer look at what they’ve received as compared to what the seller listed on Etsy, Etsy does not have the ability to mediate such disputes outside of our case system. Once the option to open a case expires, it can’t be reinstated, and Etsy is unable to mediate Not as Described concerns.  The Customer may also wish to note that, as a venue, Etsy does not enforce the law. Though sellers are required to list their items accurately, we are unable to investigate these concerns for the reasons stated above. Moreover, our Buyer Policy states: “Etsy will attempt to help you resolve disputes in good faith and based solely on our interpretation of our policies, in our sole discretion; we will not make judgments regarding legal issues or claims. Etsy has no obligation to resolve any disputes.” Finally, the Customer states in her rejection that she was unaware of case eligibility. The Mediator may wish to note that information about Etsy’s case system can be found in our Terms of Use. A link to the Help article which explains case eligibility is included in those terms, which can be found here: [redacted] We do appreciate the Customer’s feedback regarding this, and will share these thoughts with my team. In the event the Customer has any further questions, we would encourage her to continue working with our Dispute Resolution team at [redacted] Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted] Sincerely,MeghanEtsy, Inc.

April **, 2015 To:                The Revdex.com                     [redacted] [redacted]...

                    [redacted]Via Email:      [redacted]Re:                Case # [redacted] Dear [redacted]: This letter sets forth Etsy’s position regarding the complaint dated April **, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use state, “Etsy 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 they 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 dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.I see that as of today’s date, April **, the Customer has not opened a case on Etsy. According to our records, the Customer was eligible to open a case on Etsy for this transaction as of March **, 2015, and will be eligible until May **, 2015. As a venue, Etsy is not directly involved in the transaction, but we can attempt to mediate between the Customer and the Seller through our case system. If the Seller doesn't respond or resolve the case within one week from the date it was opened, the Customer will have the option to escalate the case for review.  In the event the Customer requires additional assistance with opening a case, we would encourage them to reach out to our Trust team directly ([redacted]) from the email address associated with their account.  We are sorry to hear that the Customer has been concerned over their experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes. Etsy considers the matter closed at this time. If you have any questions, feel free to contact [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:

I find it very disturbing as a customer on ETSY website, that they deny themselves any responsibility for sellers decisions/actions that are made on their website despite what their small print agreement states. The one category listed for acceptable returns in regards to customer satisfaction is "item not as described." The wreath that I ordered was supposed to be 22" in size. The wreath is clearly 17-18" circumference as shown in the 3 sets of photographs that I sent on 3 separate occasions. (see attached) Extending accent ribbons does not constitute this to be a 22" wreath. Etsy and the seller are stating that the wreath was supposed to be approximately 22" in size. This wreath was 5 inches shorter in circumference. That's not an accurate description from the seller. 5" on a wreath is quite a size difference. If it was 21" or 20" I could see an approximate measurement, but this wreath was not described accurately in regards to its size. The seller thinks that by extending accent ribbons, that she is justified for a 22" description. I am being held captive by semantics at this point. I went on Collections by KG on ETSY to purchase a 22" wreath, I got a 17-18" wreath. This was not what I wanted. The seller Collections by KG refuses to refund shipping. I paid $55 for this wreath and $19 shipping. She then wants me to return the wreath at a cost of $19 shipping costs. Costing me a total of almost $40 in shipping costs. This seems extremely unfair to me and I have spent weeks trying to get my money back. How is this fair to me as a customer? I have spent hours and hours of emailing phone calls, etc. to get my full refund back. How is it acceptable that ETSY houses these crafters, yet accepts no responsibility when they are taking advantage of customers using their name (ETSY) thinking they are shopping on a reliable, professional, and consumer safe website. I was not going to submit a 4th set of photographs, because extending one accent ribbon for an accurate 22" measurement seems ludicrous.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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[redacted] This letter sets forth Etsy’s position regarding the complaint dated May *, 2107 against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By 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 an order they purchased from an individual seller on Etsy (the “Seller”) was not delivered. 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 seller. The Sellers that the Customer purchased from are not employees of Etsy, but rather individuals who has previously operated shops on [redacted]. Our records indicate that the Seller the Customer ordered from no longer qualifies to be a members of the Etsy Community and will not be returning to the site. Although Etsy is unable to mediate this dispute through our case system, the Customer may still be able to open a refund claim based on her payment method.The Customer has indicated in their complaint that they did not use PayPal to submit payment for this transaction. If the Customer doesn’t have a PayPal account, it's possible PayPal's Guest Checkout service was used to submit payment directly to the seller. Although the Customer may have paid with a debit or credit card, PayPal processed the payment and therefore has access to these funds.As the Customer paid for this orders via PayPal, Etsy does not have access to her payment in order to issue a refund on behalf of the Seller. Therefore, the Customer may wish to contact PayPal, or her bank or credit card issuer, to see whether they are able to obtain a refund for this transaction, at this time.In the event the Customer requires additional assistance, we would encourage her to reach out to our Dispute-Resolution team directly [redacted]) for assistance.  Etsy considers the matter closed at this time.  If you have any questions, feel free to contact [redacted].  Sincerely, MeghanEtsy, Inc.

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This letter sets forth Etsy’s position regarding the complaint dated August **, 2016 against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By 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 purchased a set of rings from a seller on Etsy (the “Seller”) and that she has concerns regarding the quality of the rings. The Customer states that she would like to ship the rings back to the Seller in exchange for a full refund.Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on [redacted].Our records show that, on April **, 2016, the Customer opened a Not as Described case on Etsy for her order which she then closed on April **. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Upon review of this transaction, we have determined that this case is not eligible to be reopened based upon the Customer’s concerns, as we cannot mediate a case based on the overall quality of an item received. As such, we are unable to guarantee the Seller will accept a return.Because Etsy is a venue, each seller may have different policies in regards to returns and customer satisfaction. While we encourage sellers to practice superior customer service, we can not guarantee that this will always be the case. Some sellers may offer a replacement or a refund in this circumstance, but these resolutions are not required by Etsy. We’re sorry to hear that the Customer has not had a positive experience with this Seller. In the event the Customer requires additional assistance from Etsy, we would encourage her to reach out to our Trust team directly ([redacted]).  Etsy considers this matter closed at this time.  If you have any questions, feel free to contact [redacted].  Sincerely,FrankieEtsy, Inc.

October *, 2015
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                    [redacted]       [redacted]                [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated October *, 2015 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. Gretchen Basham (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 world. It is important to note, however, that Etsy is not a part of that transaction. By 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 purchased a dresser from a seller on Etsy (the “Seller”) and that she has not yet received this item. 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 seller. The Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.Although Etsy is not directly involved in the transaction, in some situations we can attempt to mediate disputes between members through the Etsy case system. However, I see that the Customer did not open a case on Etsy for this order and, unfortunately, the 60 day window to open a dispute for this transaction on Etsy has expired.That being said, as a courtesy, an Etsy Administrator has now contacted the Seller in an attempt to facilitate a resolution to this matter.In the event the Customer requires additional assistance, we would encourage her 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 [redacted].  Sincerely, CarlyEtsy, 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:

 As I stated prior in my complaint.  Since my contact with the seller [redacted] from [redacted]y was unwilling to replace or refund me for the wrong color necklaces.  I then filed a dispute with my credit card company.  After doing so,  I then realized I could file a complaint through ETSY which in turn the seller [redacted] from [redacted]y was willing to fix the necklaces.  I really wanted them fix and since she was willing to fix them for a fee I went that route.  At this time I did not receive a refund back on my card.  I was in contact with the seller [redacted] up until May [redacted].  Telling her she would have the necklaces on Saturday, May [redacted].   Then without contacting me ETSY closed my account.  Now I'm out the fee of shipping them back and the cost of them if my credit card company doesn't refund me.  I sent ETSY an email stating that IF my credit card is refunded the money back that I would pay for the necklaces in addition to the fix fee.  No one contacted me back.  I then placed 2 phone calls at which time both ETSY representatives assured me someone would be contacting me regarding this issue.  I absolutely hold ETSY responsible for this matter. If someone had contacted me about this situation the claim would have been reopened and I would have been able to be in contact with [redacted] and I would have my necklaces back.  While you have not personally received money from me, you have cost me money by not responding to my emails and phone calls to help me get my necklaces back that I have paid for as well as the shipping costs. As I have said if my credit card company can't get me the money back for the necklaces then [redacted] from [redacted]y should be responsible for refunding me. (As of June 16th I still have not received a credit on my credit card.)  As for the shipping cost ETSY should be held responsible for closing my claim without contact me first. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

[redacted]
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Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated March **, 2016, against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique 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, which can be found here: [redacted]In the rejection, the Customer claims that Etsy altered his address during Checkout, causing his order to be shipped to the wrong address. To be clear, during Etsy’s Checkout process, the Customer was prompted to confirm his address. The Customer then selected an address proposed by our system, which was not his address. We’re sorry to hear this was overlooked, but it is ultimately up to a buyer to verify their address is correct before placing an order. As such, we are unable to mediate disputes as a result of this error.We do appreciate [redacted] feedback about our Checkout process and this will be passed on to the appropriate team so they can incorporate it into future site enhancements.Should the Customer have additional questions or concerns, we would encourage him 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 [redacted].  Sincerely,CamilleEtsy, 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:

After reviewing Etsy's Buyer Policy, it appears that section: Reporting a Problem with an Order or Returning an Item "Etsy's Case System"  Not-as-Described completely supports both of my issues.#1 under that section indicates that if [redacted] that Etsy's case system is available to come to a resolution with the seller. I ordered a brown/white herringbone vest. No color options were in writing. Pictures presented the vest in black/white and brown/white. I WROTE in "Notes to Seller" that I wanted a brown/white vest, so instead of taking the liberty to monogram a black/white vest and send it to me, the seller's responsibility was to contact me with the information that brown/white was not an option. It's that simple.#4 under that section indicates that if [redacted] that Etsy's case system is available to come to a resolution with the seller. I ordered a black/white vest with the expectation that it would arrive in new, undamaged condition; however, it arrived with an ugly, solid, black flaw on the back. It should have never been sent out in that condition, but it certainly isn't the buyer's responsibility to accept it. It is the seller's responsibility to refund the buyer's money. No where in the listing does it mention that the vest material may be flawed or damaged. Please use these to sections of Etsy's policy to review my case again.Thank You,[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 find that this resolution is satisfactory to me and the matter has been resolved. I did in fact received the credit back.  It took an exorbitant amount of time, but yes I did get it back.  Thank you for your help in resolving this issue. 
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:

I understand the that one needs to review the shipping information during the checkout process, however, I find that the burden of responsibility changes if the vendor alters the street, city and zip that was just entered by the user in a prior screen. What is the purpose of asking for the address in the first place? I find this process of altering addresses to be highly unusual and commercially unreasonable as I've never experienced anything remotely similar on any other e-commerce platform. It is for this reason that I have been insistent on making this complaint and Etsy has yet to formally acknowledge the true nature of my complaint.  With regards to the closing the case, I chose to do so because the seller did nothing wrong, so from that perspective, I did not wish to tarnish her the reputation. My specific complaint is with Etsy and their checkout process, which I view to be faulty. I would also add that their current customer service structure, there is basically no way for a user to seek help or make a complaint directly to Etsy, as any issue is automatically assumed to be between buyer and seller. Best regards,  [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]

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[redacted]                [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated April 24, 20*7, against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By 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 the wedding invitations she ordered from a seller on Etsy (the “Seller”), and their package was marked as delivered.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 seller. The 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 January *. The Seller indicated that the item was shipped to the address provided by the Customer on the Etsy receipt and included tracking information for the shipment.According to the tracking information, provided by the Seller, the shipping service ([redacted]) marked this order as delivered on April *.Our records show that, on April *, the Customer opened a case on Etsy for this order. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.However, because the Seller was able to provide tracking information to show that this order was delivered to the Customer‘s address by the United States Postal Service, the case was closed on April *.Etsy is a venue made of individual sellers, and each seller on Etsy may have a different policy regarding refunds for items that were delivered to an incorrect address, lost or stolen in transit. As a venue, Etsy can 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 receipt. Some sellers may offer a replacement or a refund in this circumstance, but this is not required by Etsy. According to our records, we can see that the Seller has been in touch regarding opening a claim with the shipping service. At this time, we encourage the Customer to continue working with the Seller and [redacted] regarding their package.In the event the Customer requires additional assistance, we would encourage them to reach out to our Dispute Resolution team directly [redacted]We’re sorry to hear that the Customer has not had a positive experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted].  Sincerely,FrankieEtsy, 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]
 SO ITS OKAY FOR A SELLER TO SCAM A CUSTOMER
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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[redacted]This letter sets forth Etsy’s position regarding the complaint filed September **, 2016 against Etsy, Inc....

(“Etsy”). To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (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 she received several notices of infringement, and was unaware that notices could result in the termination of selling privileges. She also states that she received retractions of some notices of infringement, but that Etsy will not reopen her shop. She requests the reinstatement of selling privileges as well as compensation for lost funds.  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 ([redacted]). Etsy received many notices of infringement citing the Customer’s shop, “[redacted],” and each time we received a notice Etsy informed her that repeat notices of infringement could result in the termination of shop and/or account privileges. Etsy also sent the Customer several final warnings, the latest on April **, 2016.On September **, 2016, Etsy received a notice of infringement -- the fifteenth notice citing the Customer’s shop -- and made the difficult decision to revoke the Customer’s selling privileges. Etsy also informed the Customer that opening a new account would result in the permanent revocation of all account privileges. Despite this warning, the Customer opened another account   on September **, 2016 after “[redacted]” was closed, in violation of Etsy’s policies. In accordance with our policies, Etsy then terminated the Customer’s account privileges. Though the Customer did receive several withdrawals of the notices of infringement, these were received after the Customer violated Etsy’s policies by opening a new account. Etsy’s decision to revoke the Customer’s account privileges is final and permanent. Due to the Customer’s receipt of multiple notices of infringement and violation of our policies by opening a new account after she had been refused services, Etsy will not reinstate the Customer’s account privileges. Etsy considers this matter closed. If you have any questions please contact me at [redacted].Sincerely,AprilEtsy, Inc.

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This letter sets forth Etsy’s position regarding the complaint dated May **, 2017 against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use. Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the world. It is important to note, however, that Etsy is not a part of that transaction. By 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 had a difficult transaction with an individual seller on Etsy (the “Seller”) back in 2014.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 seller. The Sellers that the Customer purchased from are not employees of Etsy, but rather individuals who has previously operated shops on [redacted].Although Etsy is not directly involved in the transaction, we can attempt to mediate disputes between members through the Etsy case system within a 60-day window.To clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an order. If necessary, Etsy Administrators may assist in the mediation of the dispute. According to our records, the Customer did not open a case on Etsy for this transaction within the 60-day eligibility window. As a venue, Etsy is not directly involved in the transaction, and we are unfortunately unable to fully mediate between the Customer and the Seller outside of our dispute system.As the Customer paid for this orders via PayPal, Etsy did not have access to their payment, as it was submitted directly to the Seller. However, the Customer mentioned in their complaint they were able to retrieve their funds for this transaction.In the event the Customer requires additional assistance, we would encourage her to reach out to our Dispute-Resolution team directly ([redacted]r assistance.  Etsy considers the matter closed at this time.  If you have any questions, feel free to contact [redacted].  Sincerely, MeghanEtsy, Inc.

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[redacted] This letter sets forth Etsy’s position regarding the complaint dated March **, 2017 against Etsy, Inc. (“Etsy”). Etsy’s service, [redacted], 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 unauthorized changes were made to her account by a third party. The Customer also states that unauthorized charges were made to the debit card on file with the Customer’s Etsy account.  Our records show that the Customer first contacted Etsy regarding this matter on March **, 2017.  Following an investigation, the unauthorized purchases were discovered, having occurred on March **, 2017.  Etsy is a marketplace where members can buy and sell goods from one another. Etsy is made up of individual sellers who each run their own shops, create their own policies, and are responsible for their inventory and shipments. Our Terms of Use state, “You release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”  Additionally our Terms of Use state “You are responsible for your account. You’re solely responsible for any activity on your account” and “Protect your password. As we mentioned above, you’re solely responsible for any activity on your account, so it’s important to keep your account password secure” Additionally the Customer states that she received no response to her inquiries to Etsy regarding this matter.  Our records show that a member from Etsy’s Trust and Safety team responded to the Customer on March **, 2017 to inform her that her account had been secured and provided instructions to regain access to her account.We ask that the Customer work with Etsy’s Trust and Safety team to regain access to her account. If you have any questions, feel free to contact [redacted]   Sincerely,GregEtsy, Inc.