Proform Concrete Services Inc.

[redacted]                [redacted]Dear Mediator:This letter sets forth Etsy’s position regarding the complaint dated June *, 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. Heather George (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 states that she purchased customized shoes from a seller on Etsy (the “Seller”) and that she was disappointed with the quality of the shoes she received. The Customer also explains that she opened a case for this transaction, but that it was closed in the Seller’s favor.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.Our records show that, on May **, the Customer opened a Not as Described case on Etsy for her order. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case based on the overall quality of an item received, but must make a determination based off of material differences between a seller’s listing images and the item received.While we understand that our determinations may not please every member, we have not come to our conclusion without great deliberation. We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller. In the event the Customer has additional questions, 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 l[redacted]  Sincerely,CamilleEtsy, Inc.

[redacted]

[redacted]                [redacted]
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                    [redacted]        [redacted]                [redacted] 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. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction.”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Rejection, the Customer states that a product ordered from an Etsy seller (the “Seller”) was not marked as shipped. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy. According to our records, this order between the Customer and the Seller was canceled on October * and the Customer has been fully refunded. When a seller submits a transaction for cancellation on Etsy, Etsy considers the transaction to be over and void at the moment it is submitted. Furthermore, because the Customer has received a full refund, Etsy is unable to require that the Seller send the item as well. We are sorry to hear that the Customer did not have a satisfactory experience with the 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 this matter closed at this time. If you have any questions, please 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:

The seller refuses to respond or acknowledge that the product is not what was described. The seller was allowed to sell items that were not described on Etsy's site.  Etsy makes money by connecting buyers and sellers.  Therefore, Etsy cannot just disclaim all responsibility. I would love to receive a refund from the seller but Etsy did not hold the seller accountable for misleading its buyers.  Etsy never questioned the seller when I presented all of the facts.  Etsy simply closed the case and gave me no option to hold the seller accountable. The seller was very well of how well protected she was by Etsy and immediately escalated the case without attempting to resolve the issue.  The seller's return policy says that they will do what it takes to make the buyer happy.  I agreed to the terms of Etsy's website based on the fact that I would at least receive an item that what was described. I provided substantial evidence in my case that the item was not what was described to me.  Etsy needs to hold the sellers accountable and not simply disregard customer complaints.  I have purchased numerous items from Etsy and have never had a problem.  When I am sold an item that is clearly not what was described to me, Etsy disclaims any and all responsibility and refuses to force the seller to help me.
There is no business that can advertise one product on their website and sell you another.  As administrator of this site, Etsy has a responsibility to help me.
 
  
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]

[redacted]                [redacted]
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[redacted] 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. In the complaint, the Customer requests that a refund be issued for her use of Pattern on Etsy. The Customer claims that she did not sign up for the service, but was charged regardless.According to our records, the Customer manually started a 30-day free trial for Pattern on Etsy on April **, 2016, giving her 30 days free for use of this service between Apr **, 2016 and May **, 2016. The Customer may wish to note that trials for Pattern were not initiated automatically for sellers. Furthermore, our records indicate that the Customer made changes to her Pattern site during her subscription, indicating that she was using the service.Per our Pattern policy, use of this service and its associated fees will be automatically renewed at the end of each month. Should the Customer wish to reference this policy, it can be found here: [redacted]Upon contacting Etsy about this issue, the Customer was credited the $15.00 charge for her use of Pattern in August as a courtesy, as the month wasn’t over. However, Pattern is a pre-paid service, and, per our policies, we do not provide credits for subscription fees. Since the Customer’s use of Pattern in June and July has been served, we are unable to issue further credits for this service.Per the Customer’s request, we can confirm that her Pattern subscription was canceled on August **, and she will not continue to incur fees for it.Should the customer have further questions or concerns, she 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,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:

How can Etsy place a deadline to file a complaint before the item is even shipped? I placed an order in February and received my item in June, by April Etsy said my deadline to file a complaint expired. This is just poor business and even worse customer service  Etsy would rather go back and forth with me that to just make it right by the customer. Buyers beware when shopping with Etsy  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
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[redacted]
[redacted]This letter sets forth Etsy’s position regarding the complaint filed 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. Individuals may open up their own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the “Customer”) explained in the complaint, the Customer was a seller on the Etsy site and as such agreed to Etsy’s Terms of Use.In the complaint the Customer states that her Etsy account was closed because her items did not qualify for sale on Etsy, and that Etsy would not accept her responses to the inquiry issued about her shop regarding whether the content listed was in fact handmade and in compliance with Etsy’s policies.Etsy’s policies state, “Everything listed for sale on Etsy must be handmade, vintage, or a craft supply.” If Etsy has reason to believe that items being sold in an account do not comply with our policies, we may investigate. Etsy’s policies also state that Etsy may refuse service to anyone, at any time, for any reason ([redacted]). Etsy suspended the Customer’s selling privileges because we believed the items in the Customer’s shop did not qualify for sale in the Etsy marketplace, and we issued an inquiry to obtain more information about the shop’s processes.In our September [redacted], 2016 inquiry Etsy asked the Customer to describe how she made items being sold in her shop, including pictures of processes from start to finish for two specific items. The Customer refused to fully comply with this request. Etsy requires the exact information requested in our inquiry to reevaluate and consider reinstating the Customer’s shop privileges. Until Etsy receives the requested information from the Customer, her shop will remain closed. Etsy remains willing to work with this seller. However, Etsy maintains that all requested information requested in Etsy’s inquiry regarding all items cited must be provided. Our handmade policies, to which the Customer agreed, are available at [redacted].Etsy considers this matter closed. If you have any questions please contact me at [redacted].Sincerely,AprilEtsy, 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]
 
 
As previously stated, I DID upload photos to Etsy. I uploaded photos of the skirt and shirt. I cannot further access their dispute system via mobile device, another issue. Let's just deal with this and get through it rather than keep it going. I want you to confirm you received my photos. I also want to speak with the CEO and do not wish to be ignored by him any longer. I don't need to reread this ridiculous policies that don't hold Etsy accountable. I want Etsy to loom over the emails between the seller and I.   
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]

[redacted]                [redacted]
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...

                    [redacted]        [redacted]                [redacted] 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 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 a purchase she made from a seller on Etsy (the “Seller”), on the date she needed, and neither the Seller nor Etsy has assisted her in resolving this issue.  Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and 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 October *. 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 October **.According to the tracking information provided by the Seller, the shipping service marked this order as delivered on October **. Our records also indicate that the Customer opened a Non-delivery Case for their transaction on October 19, and that this case was closed once the item was delivered. To clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an order. Although, as a venue, Etsy is not directly involved in the transaction, Etsy Administrators may be able to assist in the mediation of some disputes through the case system. As the Customer has indicated that this matter remains unresolved and because the order did not ship within the timeline stated in the listing description, we have reopened the case at this time. To avoid the case being permanently closed, the Customer will need to respond to any communication from Etsy Administrators within the given timeframe.For future reference, the Customer may note that it's important to reach an agreed upon delivery date with a seller before placing an order for time-sensitive items. In these circumstances, when a definitive delivery date has been agreed upon before the order is placed, Etsy may be able to mediate the dispute more effectively using our case system.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.In the event the Customer requires additional assistance, 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 [redacted]  Sincerely,FrankieEtsy, Inc.

Revdex.com:
The business has reached out to me to resolve this issue and I am willing to accept the resolution they have now presented.  In reference to complaint ID [redacted], I find the resolution Etsy has offered is satisfactory to me and the matter has been...

resolved.
Sincerely,
[redacted]

[redacted]                [redacted]
                   [redacted] [redacted]
...

                   [redacted]       [redacted]                [redacted] [redacted]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 an item from a seller on Etsy (the “Seller”) and that she was disappointed with the size of the item she received. The Customer states that she would like to return her item for a 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 August *, the Customer opened a Not as Described case on Etsy for her order. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns. When opening the case, the Customer indicated in the case log that she has altered the item upon receipt by sanding in the inside edge of the item.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case on an item that has been altered within the buyer’s possession.You can find more information about transactions which are ineligible for mediation through our case system in the following Help article[redacted]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.

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:

 Besides the fact that the item was damaged, it's COPYRIGHT INFRINGEMENT. I reported it to the copyright owner, and the seller has since taken it down. However, Etsy should be held responsible as they allowed an illegal item on their site, and when I pointed it out to them they did nothing.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]

[redacted]                [redacted]
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...

                    [redacted]       [redacted]                [redacted] Dear Mediator: This letter sets further forth Etsy’s position regarding the complaint dated August *, 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 accordance with these policies, 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 a seller’s (the “Seller”) response left on the Customer’s Etsy review violates Etsy’s policies, but the response was not removed. According to our records, on July **, the Customer was advised by an Etsy Administrator specializing in reviews that, after careful consideration, the Seller’s response to the review the Customer left did not violate Etsy’s policies. We were therefore unable to remove the review response in accordance with Etsy guidelines. In order to maintain the integrity of the Etsy marketplace, buyers and sellers must be confident that a review or review response will not be removed unless it violates policies.More information on Etsy’s policies for when a review may be removed for policy violations can be found here: [redacted]In an effort to clarify Etsy’s position in this matter, the Customer was provided with a further explanation on why this review response did not violate Etsy policies on July **.My team reached back out to the Customer on August * to further explain our stance on this matter, and let the Customer know that if they would like to request to have their review removed, this would remove the Seller’s response as well. The Customer replied letting us know they would like the review to be removed, and this action has since been taken. In 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,Meghan 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 is currently being resolved.
Sincerely,
[redacted]

[redacted]

[redacted]                [redacted]
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...

                    [redacted]       [redacted]                [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated June **, 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 the purchase he made from a seller on Etsy (the “Seller”) was lost by the postal service. 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 indicate that the Customer purchased an item from the Seller on February *, 2016. On February **, 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 at that time. According to the tracking information provided by the Seller, the shipping service ([redacted]) marked this order as undeliverable on April **, and shows that the order is currently still in transit.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 receipt. Some 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 to contact the shipping service for information about opening a claim by an Etsy Administrator on June *.In the event the Customer requires additional assistance, we would encourage him to reach out to our Trust team directly ([redacted]) for assistance.  Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted].  Sincerely,CamilleEtsy, Inc.

[redacted]

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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. In the complaint, the Customer claims his account was suspended as a result of a failure to pay his bill and disbursement his funds in his Direct Checkout Shop Payment account are delayed.  Our records indicate that the Customer’s account was suspended as a security measure on the suspicion of fraudulent activity.In the complaint, the Customer claims to have contacted Etsy twice about his account, and has received no response. Our records show that the Customer emailed Etsy on August **, 2016 and was contacted by a member of Etsy’s Trust team on September *, 2016 with a request for information to verify the authenticity of certain transactions placed in the Customer’s shop.  The Customer has not responded to this request.  Etsy’s Direct Checkout Policy, which is part of our Terms of Use, states, “Etsy reserves the right to decline transactions that we have reason to believe to be high risk, fraudulent, or in violation of Etsy’s Terms of Use.”Etsy’s Direct Checkout Policy also states, “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.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.  Deposit delays are defined as the number of days between a sale and the day the net amount from the sale becomes available for deposit, provided the payment has been completed. A deposit delay may be between 0 and 180 days. A deposit delay is applied across all transactions for a seller and the number of days is reflected in each seller’s Shop Payment Account.”Our Trust team is awaiting a response from the Customer to confirm the authenticity of the transactions in their shop.  The funds in the Customer’s Shop Payment account will be released for deposit, pending the conclusion of this investigation and the confirmation of the authenticity of the associated transactions. If you have any questions, feel free to contact [redacted]   Sincerely, GregEtsy, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
 Etsy's case system does nothing to resolve the situation. 
I'd like to add the contact information for the seller, Ashley T[redacted]. 
[redacted]
[redacted]
[redacted]
[redacted]
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 May **, 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.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 dress from a seller on Etsy (the “Seller”) and that she was disappointed with the quality and color of the dress she received. The Customer states that she would like to return her dress for a 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 Etsy.com.Our records show that, on May **, the Customer opened a Not as Described case on Etsy for her order. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case based on the overall quality of an item received.Because Etsy is a venue, each seller may have different policies in regards to returns and customer 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,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:

I felt that I deserved an straight answer to a straight question. I asked, that if my shop was closed because Etsy deemed I was selling commercial products, why was at least 5 other sellers overlooked who are selling exactly the same items. I asked how their integrity team had missed one of the sellers who has been active since 2013 and has over 800 products listed, when I had been on there less than 8 weeks! This was my question and in what seems to be typical Etsy manner, they were evasive, responding with 'we don't discuss other sellers'. I believe this episode illustrates that Etsy are found wanting when it comes to applying their policies in an even-handed manner.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

February **, 2016
[redacted]                [redacted]
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[redacted]                [redacted]Dear Mediator:This letter sets further forth Etsy’s position regarding the complaint dated January **, 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.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 rejection, the Customer claims that the vests she purchased from a seller on Etsy (the “Seller”) were not as described in the listing she purchased from, and asks that Etsy review the cases filed for these transactions to reconsider the determinations made. According to our records, the Customer opened two cases on Etsy, one for each of the vests she received from the Seller. Our records indicate that the first case, which the Customer opened because of a flaw on the back of the vest, was closed on January ** in accordance with Etsy’s policies. As was explained in the case log for this case, “we cannot mediate a case based on the overall quality of an item received, rather we must make a not as described determination based on detailed differences between what is received by the buyer as compared to the seller's listing.” As such, we’re unable to reconsider our decision and the case will remain closed.Our records also show that the second case was opened by the Customer due to the fact that the Customer believed they had also ordered a brown and white vest in a separate order, but an additional black and white vest was received. This case was also closed in accordance with Etsy’s policies, as we did not find that there were material differences between the vest received and the item’s listing description and photographs. To be clear, after thoroughly reviewing the second order and case, it appears that the seller does not offer a brown and white vest option. The listing description and photographs which the buyer purchased from do not depict a brown and white vest, nor do they state that a brown and white color choice is available. Although the buyer may have noted that they would prefer a brown and white vest, in a message to the seller sent at time of purchase, we can not hold the seller accountable for providing a brown and white vest as this was not an option offered or described in the listing purchased by the Customer. If the Customer has not yet done so, they may consider reviewing this Etsy Help article, which further explains case resolutions on Etsy: [redacted]
The Customer may also note that, our records indicate that the Seller offered a resolution to this matter that is within their own shop policies when working with the buyer in the case logs. Although these cases have been closed on Etsy, the Customer is welcome to continue working with the Seller directly using Etsy Conversations, Etsy’s onsite messaging tool, in attempt to reach an amicable resolution.  The Customer is also welcome to reach out to our Trust team directly, at [redacted], should they continue to have questions about these cases or our dispute resolution process. Etsy considers this matter closed at this time.  If you have any questions, feel free to contact [redacted].  Sincerely,CarlyEtsy, Inc.

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[redacted]                [redacted]Dear Mediator:This letter sets forth Etsy’s position regarding the complaint dated January **, 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.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 purchased two vests from a seller on Etsy (the “Seller”) and the vests she received did not appear to match the listing descriptions. The Customer has also stated that she has returned the vests back to the Seller, and that she no longer is in possession of the items.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.Our records show that, on January **, the Customer opened two “Not as Described” cases on Etsy for her orders. To 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 seller. After thorough review, in accordance with our Terms of Use, the Etsy Administrator determined that the vests the Customer received were not materially different than the listing she purchased from. As such, on January **, both of the Customer’s cases were closed. While we understand that our determinations may not please every member, we have not come to our conclusion without great deliberation. We’re sorry to hear that the Customer did not have a satisfactory 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.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 ([redacted]).  Etsy considers this matter closed at this time.  If you have any questions, feel free to contact [redacted].  Sincerely,CarlyEtsy, Inc.