[redacted] [redacted] [redacted] [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 goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of 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 the purchase he made from a seller on Etsy (the “Seller”) was lost by the postal servicePursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on [redacted] .Our records indicate that the Customer purchased an item from the Seller on February *, 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 timeAccording to the tracking information provided by the Seller, the shipping service (***) 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 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 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 timeIf you have any questions, feel free to contact [redacted] Sincerely,CamilleEtsy, Inc
[redacted] Dear Mediator: This letter sets further forth Etsy’s position regarding the complaint dated January **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use, which includes Etsy’s Seller Policy.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 review left for her shop by a buyer (the “Buyer”) violates Etsy’s policies, but was not removedAccording to our records, on January [redacted] the Customer was advised by an Etsy Administrator specializing in reviews that, after careful consideration, the Buyer’s review did not violate Etsy’s policiesWe were therefore unable to remove the review in accordance with Etsy guidelinesIn order to maintain the integrity of the Etsy marketplace, buyers must be confident that a review will not be removed unless it violates policies.In an effort to clarify Etsy’s position in this matter, the Customer was provided with a further explanation on why this review did not violate Etsy policies on January **.More information on Etsy’s policies for when a review may be removed for policy violations can be found here: [redacted] We do not make the decision to remove or not to remove a review or review response without great consideration, and we’re sorry that the Customer does not agree with our decisionIn 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,FrankieEtsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated October *, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellersAs a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for itemsEtsy does not pre-screen users or the content or information provided by usersEtsy cannot ensure that a buyer or seller will actually complete a transaction.”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Rejection, the Customer states that a product ordered from an Etsy seller (the “Seller”) was not marked as shippedTo clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on EtsyAccording to our records, this order between the Customer and the Seller was canceled on October [redacted] and the Customer has been fully refundedWhen a seller submits a transaction for cancellation on Etsy, Etsy considers the transaction to be over and void at the moment it is submittedFurthermore, because the Customer has received a full refund, Etsy is unable to require that the Seller send the item as wellWe are sorry to hear that the Customer did not have a satisfactory experience with the 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 [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: 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 screenWhat 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 platformIt 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 reputationMy specific complaint is with Etsy and their checkout process, which I view to be faultyI 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 sellerBest regards, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter sets forth Etsy’s position regarding the complaint dated March **, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of UseIn the complaint, the Customer states that unauthorized changes were made to her account by a third partyThe 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 **, Following an investigation, the unauthorized purchases were discovered, having occurred on March **, Etsy is a marketplace where members can buy and sell goods from one anotherEtsy is made up of individual sellers who each run their own shops, create their own policies, and are responsible for their inventory and shipmentsOur 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 accountYou’re solely responsible for any activity on your account” and “Protect your passwordAs 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 **, 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 accountIf 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: In response to Etsy: You have not sufficiently resolved this issue You make the point that I was to contact my credit card company, implying that I have some contractual agreement with the issuer of my gift card I do not It is a gift card, purchased at [redacted] I did contact the issuer (Incomm) and filed a fraud charge Second, you imply that I have agreed to your terms of service and privacy policy because I have an account with you The fraudulent use of my gift card did not take place with my Etsy account The thief used their own account to purchase goods with my stolen money, your policy has no grounds in this case I have asked that YOU (ETSY) contact the seller to inform them of the theft and fraud so that they may attempt to refund the card which you have so far refused to do, standing behind your policy, which again, has no bearing here Fraudulent activity has taken place within your marketplacem which at the end of the day is like ***, a place for buyers and sellers to to exchange goods [redacted] at a minimum attempts to correct the fraud that occurs in order to protect those who use their services You cannot say the same You have so far dodged any effort to correct fraudulent activity which I have been the victim of I have lost $of my money and I have no goods, services, or product to show for it other than your attempt to do NOTHING about it This activity took place through your "marketplace" and it is your job to make it right You (ETSY) must therefore do more to correct this situation and secure a refund for me because it was your site that allowed the laundering of my stolen money to take place ETSY makes every effort to be as unhelpful as possible, from hiding behind a policy to not publishing a direct number in which to contact your customer service - instead requesting that the individual be called by the company and the request can only be made on specific days and times Stop with your rhetoric and HELP me - actually do something to address the situation and to right a wrong In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated August *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of UseEtsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy membersEtsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accountsEtsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer (a seller on Etsy) claims that listings for the items she sells on Etsy were disabled on August *, The customer also claims that she was not notified of pending action against her account prior to this dateAccording to our records, the Customer’s listings were removed from the Etsy marketplace due to a high volume of non-delivery reports filed against the Customer’s shopAs the Customer’s has taken the requested action to decrease the number of overdue orders in their account, the Customer’s listings were restored to Etsy’s search results on August **, and remain restored in search results at this timeWe do not make the decision to take action on an account, in any capacity, without great considerationIn the event the Customer has any questions about this matter, they may email us at [redacted] for further assistance Etsy considers the matter closed at this time If you have any questions, feel free to contact [redacted] Sincerely,***Etsy, Inc
August **, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated July **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s full Terms of Use can be found here: [redacted] In the complaint, the Customer states that she purchased a gift card from Etsy, and that her purchase was cancelledThe Customer further explains that, despite this cancellation, she was still charged for this purchase.Our records indicate that the Customer placed an Etsy Gift Card order on July *, but that the transaction was declined.The Customer was unfortunately affected by an error which our third party payment processor (“Worldpay”) encountered on multiple transactions during July Because of this error, though her purchase was cancelled, the Customer was ultimately still charged.Etsy issued the Customer an Etsy Gift Card in an effort resolve this issueAn Etsy Administrator reached out to the Customer on August [redacted] to inform her of this.The Mediator may wish to note note that Etsy has communicated this system error publicly with our members, both on the site and through several email messages which were sent to affected buyers and sellers in the Etsy marketplaceOn July *, Etsy shared the following information with our members on behalf of Worldpay, in a public forums announcement: “ ‘Worldpay is aware of an isolated issue impacting one of our gateways, resulting in a delay to some deposits and refunds for transactions across some of our customers' platforms, including Etsy'sWe are working hard to resolve this issue, and sincerely apologize for the inconvenience this has caused to Etsy sellers and buyersTo date, we have resolved the full backlog of deposits and refunds from the weekend, and we’re confident we will have addressed any remaining transactions shortly.’ - The team at Worldpay”The full July [redacted] announcement can also be viewed here: [redacted] We sincerely apologize for any inconvenience the Customer may have experienced as a result of this issueIn the event the Customer continues to have questions, she may reply directly to the August [redacted] email or reach out to our Support team using our Help form, which can be found here: [redacted] Etsy considers the matter closed at this timeIf you have any questions, feel free to contact [redacted] Sincerely,CamilleEtsy, Inc
[redacted] [redacted] Dear Mediator:This letter sets forth Etsy’s position regarding the complaint dated July *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policiesKatherine M [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); 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 tank top from a seller on Etsy (the “Seller”) and that the item she received was not the same material as was described by the Seller.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 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 June **, the Customer opened a Not as Described case on Etsy for her orderTo clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case based on the overall quality of an item received, and the item received is materially similar to the seller’s listing description and photos.Because Etsy is a venue, each seller may have different policies in regards to returns and customer satisfactionWhile we encourage sellers to practice superior customer service, we can not guarantee that this will always be the caseSome sellers may offer a replacement or a refund in this circumstance, but these resolutions are not required by EtsyWe’re sorry to hear that the Customer has not had a positive experience with this SellerIn the event the Customer requires additional assistance from Etsy, we would encourage her to reach out to our Trust team directly ( [redacted] ) Etsy considers this matter closed at this time If you have any questions, feel free to contact [redacted] Sincerely,CamilleEtsy, Inc
July *, To: The Revdex.com [redacted] *** [redacted] ***Via Email: [redacted] Re: Case # [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated July [redacted] against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellersAs a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for itemsEtsy does not pre-screen users (except for services that require an application) or the content or information provided by usersEtsy cannot ensure that a buyer or seller will actually complete a transaction.”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Complaint, the Customer states that the product she received from an Etsy seller (the “Seller”) did not appear to match the description of the item they orderedThe Customer also states that the purchase was returned to the Seller, and the Customer would like the cost of shipping the return refundedTo clarify, the Seller from whom the Customer purchased is not an employee of Etsy, but rather a person who operates a shop on EtsyAs 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 systemOn Etsy, the item's processing time and shipping time automatically dictate case eligibilityOnce the option to file a case expires, it cannot be reinstated.According to our records, the Customer was eligible to file a case for this order from February **, until April **, It appears that the Customer did not open a case on Etsy for this transaction during this timeframeAs the Customer may have already returned the item to the Seller, they may wish to continue working with the Seller directly toward an amicable resolutionEach seller on Etsy may have a different policy regarding refunds on shipping for returned itemsAs a venue, Etsy must comply with the Seller's policy in this situation.In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted] .We are 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 [redacted] Sincerely, [redacted] Etsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter sets forth Etsy’s position regarding the complaint dated May *, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of 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 an order they purchased from an individual seller on Etsy (the “Seller”) was not deliveredPursuant 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 [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 siteAlthough 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 transactionIf the Customer doesn’t have a PayPal account, it's possible PayPal's Guest Checkout service was used to submit payment directly to the sellerAlthough 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 SellerTherefore, 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
[redacted] [redacted] Dear Mediator:This letter further sets forth Etsy’s position regarding the complaint dated January ***, 2017, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s full Terms of Use can be found here: [redacted] In the complaint, the Customer states that her husband purchased a $USD Etsy gift card that was emailed to herShe claims that she hasn’t received the email and now wishes to have the Etsy gift card refundedShe also indicates that she had trouble contacting the Etsy Support to have her gift card issue resolved.According to our records, on December ***, 2016, the Customer’s husband purchased a printable gift card (paper), not an e-gift card (email)Immediately after purchasing the Etsy gift card, the Customer's husband was sent an email notification indicating how to print out a paper copy of the gift card to give to the recipient, which includes the 16-digit unique redeem codeAs per our Etsy Gift Card Policy we explain, “In order to use an Etsy Gift Card to purchase items on Etsy, you must be a registered Etsy member and redeem the unique code to apply the Etsy Gift Card value to your account’s gift card balance.”The Customer initially contacted Etsy Support on January ***, She indicated to Etsy Support that she was having trouble redeeming the gift cardA Member Advisor on the Etsy Support team provided instructions to the Customer on how she could redeem the gift card balance to her account by entering the unique code.On January ***, 2017, the Customer contacted Etsy’s Phone Support team stating she was still having trouble redeeming the gift cardThe phone supporter instructed the Customer to contact the purchaser of the gift card, the Customer's husband, to confirm the unique redeem codeThe Customer was also provided with instructions about how her husband could locate the redeem code on the Purchases page of his Etsy accountOn January ***, 2017, the Customer successfully redeemed the $USD Etsy gift card balance to her Etsy accountThe Terms of Use for Etsy Gift Cards Issued in United States Dollars state, “Purchasers of the gift card can cancel the purchase up to days post-sale if the Card has not been redeemed.” Pursuant to these Terms of Use and the redemption of the $USD gift card on the Customer’s Etsy account, the Etsy gift card cannot be canceled and refunded.If the Customer has any additional concerns about this gift card, we ask that she reach out to our Support team using our Help form here: [redacted] Etsy considers the matter closed at this timeSincerely,Rebekkah Etsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter sets forth Etsy’s position regarding the complaint dated May **, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of 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 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 sellerThe 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 orderIf necessary, Etsy Administrators may assist in the mediation of the disputeAccording to our records, the Customer did not open a case on Etsy for this transaction within the 60-day eligibility windowAs 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 SellerHowever, 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
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter further sets forth Etsy’s position regarding the complaint dated May **, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of UseEtsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy membersEtsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accountsEtsy reserves the right to refuse service to anyone, for any reason, at any time.” In the rejection, the Customer states that her account was closed as a result of being related to another member’s accountThe Customer also claims that Etsy accepted funds from a third party to close her account.To be clear, the Customer’s account was closed due to a high number of customer disputes and policy violationsWe are unable to reconsider our decision to close the Customer’s accountEtsy considers the matter closed at this timeIf you have any questions, please feel free to contact legal@ [redacted] Sincerely,CamilleEtsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter sets forth Etsy’s position regarding the complaint dated November **, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); 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 the item she received from a seller on Etsy (the “Seller”) arrived and the quality was not as she expected, and neither the Seller nor Etsy has assisted her in resolving this issue The Customer has also claimed that an error occurred during the processing of her transactionThe Mediator and Customer should note that, after a thorough review of this order by our software troubleshooting team, it was determined that there were no errors or bugs on our end during the processing of this transaction.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 [redacted] As Etsy is a marketplace made of individual shops with their own policies, the Customer should note that we're unable to mediate return agreements on our endThis means that, when a buyer has concerns of this nature, we encourage them to contact the seller directly via Etsy’s Conversations tool to discuss any policies the seller may have in placeAlthough Etsy is not directly involved in the transaction, the Customer may note that Etsy can attempt to mediate some disputes through the case systemTo 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 dispute.Our records also indicate that the Customer opened a Non-delivery Case for their transaction on October **Ultimately, the Customer’s case was closed by Etsy Administrator because the Seller provided appropriate proof of shipping to reflect that they shipped the order to the Customer’s address.That being said, we can also mediate some dispute through Not-as-Described casesHowever, the Customer should keep in mind that Etsy is unable to mediate a case based on the overall quality of an order receivedIn a Not-as-Described case on Etsy, we must make a determination based on detailed differences between what is received by the buyer as compared to what is listed by the sellerFor this reason, we are unable to reopen their case.The Customer can find more information about ineligible transactions the following Help article: [redacted] In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted] We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller thus farHowever, 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 [redacted] Sincerely,FernandoEtsy, 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 don't accept their response I canceled the subscription during the day free trial it was days into the day free trial I realized the subscription was not going to benefit me and did not interest me I am not sure why the cancellation did not get pushed through but I think it is the responsibility to Etsy to check their system for error of this nature I still want them to refund me my money In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Etsy claims that they have positive proof that these companies are 'one and the same' because of 'overlapping' informationThis is their basis for claiming that these companies are the same company.From what Etsy has divulged to us, if one company accesses another, unrelated company's Etsy account, that is proof to Etsy that they are the same company.Would Etsy kindly point out in their Terms of Service/Rules/Policies where one company is not allowed to access another, unrelated company's account, in order to help them get started or help in any other way? Thank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Etsy promised to offer an appeal after $was paid and they did not follow through after payment they simply too my money and did not process appealThey closed my account for unpaid bill of another customer I have proof they tried to bill me for [redacted] we are not even the same gender, ethnicity and social do not matchThey would not open my account based of another customer how can s company do this? I have proof of email where they tried charging me for a different persons account In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated March **, 2016, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of 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 he made a purchase from a seller on Etsy (the “Seller”), and that this order was not deliverable, as he selected an erroneous address suggested during Etsy’s Checkout processTo clarify, during Etsy’s Checkout process, buyers are sometimes prompted to verify their shipping address if the address on file cannot be confirmed by the ***This verification system will suggest an alternate address which is confirmed by the ***As Etsy is unable to guarantee this information is correct, it is ultimately up to the buyer to confirm their address is correct before placing their orderAs such, we are unable to compensate the Customer as a result of this error.Our records indicate that the Customer purchased an item from the Seller on February **On February **, the Seller marked the Customer’s order on Etsy as shipped, and provided tracking information through the Seller’s postal provider, ***.After receiving a shipping confirmation for the order, the Customer reached out to the Seller through Etsy’s messaging system (“Conversations”) to request that the address be updated to his correct addressHowever, because the order had already been shipped, the Seller was unable to alter the shipping address associated with the order.Our records further indicate that, upon non-receipt of his order, the Customer opened a Non-Delivery case for on March **During the process of the case, the Seller offered the Customer a partial refund, so the Customer manually closed the case on March **Though Etsy does not hold sellers responsible for shipping delays or errors, if an item is returned to a seller, Etsy may be able to mediate a resolution through our case systemAs this order was marked as delivered back to the Seller on March 26, Etsy reopened the Customer’s case on March [redacted] in an effort to assist him in further resolving this issueThe Customer subsequently chose to manually close the case, as he was satisfied with the Seller’s resolution.In the event the Customer requires additional assistance, we would encourage him to reach out to our Trust team directly ( [redacted] ) We are sorry to hear that this was a poor experience for the CustomerHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers the matter closed at this timeIf 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: Nothing has been resolved You are enabling sellers to peddle goods that expire outside of a time period that an item should last Not only do you not help mediate a resolution to the problem you don't have a means to warn or leave feedback for others that look at a prospective buyer For all I know the vendor that stole my money has done this multiple times before but there is no way I could have known that I purchased an item that was advertised to last in exterior conditions and I paid extra for that service and what I paid for has failed I still have a sign that is falling apart because the vendor made it poorly and for all I know had never applied any exterior coating which is what I inquired after and paid for I would like to know the product that was used for this exterior coating that if properly applied would last less than seven months In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] 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 goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of 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 the purchase he made from a seller on Etsy (the “Seller”) was lost by the postal servicePursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on [redacted] .Our records indicate that the Customer purchased an item from the Seller on February *, 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 timeAccording to the tracking information provided by the Seller, the shipping service (***) 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 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 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 timeIf you have any questions, feel free to contact [redacted] Sincerely,CamilleEtsy, Inc
[redacted] Dear Mediator: This letter sets further forth Etsy’s position regarding the complaint dated January **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use, which includes Etsy’s Seller Policy.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 review left for her shop by a buyer (the “Buyer”) violates Etsy’s policies, but was not removedAccording to our records, on January [redacted] the Customer was advised by an Etsy Administrator specializing in reviews that, after careful consideration, the Buyer’s review did not violate Etsy’s policiesWe were therefore unable to remove the review in accordance with Etsy guidelinesIn order to maintain the integrity of the Etsy marketplace, buyers must be confident that a review will not be removed unless it violates policies.In an effort to clarify Etsy’s position in this matter, the Customer was provided with a further explanation on why this review did not violate Etsy policies on January **.More information on Etsy’s policies for when a review may be removed for policy violations can be found here: [redacted] We do not make the decision to remove or not to remove a review or review response without great consideration, and we’re sorry that the Customer does not agree with our decisionIn 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,FrankieEtsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated October *, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellersAs a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for itemsEtsy does not pre-screen users or the content or information provided by usersEtsy cannot ensure that a buyer or seller will actually complete a transaction.”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Rejection, the Customer states that a product ordered from an Etsy seller (the “Seller”) was not marked as shippedTo clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on EtsyAccording to our records, this order between the Customer and the Seller was canceled on October [redacted] and the Customer has been fully refundedWhen a seller submits a transaction for cancellation on Etsy, Etsy considers the transaction to be over and void at the moment it is submittedFurthermore, because the Customer has received a full refund, Etsy is unable to require that the Seller send the item as wellWe are sorry to hear that the Customer did not have a satisfactory experience with the 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 [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: 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 screenWhat 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 platformIt 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 reputationMy specific complaint is with Etsy and their checkout process, which I view to be faultyI 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 sellerBest regards, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter sets forth Etsy’s position regarding the complaint dated March **, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of UseIn the complaint, the Customer states that unauthorized changes were made to her account by a third partyThe 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 **, Following an investigation, the unauthorized purchases were discovered, having occurred on March **, Etsy is a marketplace where members can buy and sell goods from one anotherEtsy is made up of individual sellers who each run their own shops, create their own policies, and are responsible for their inventory and shipmentsOur 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 accountYou’re solely responsible for any activity on your account” and “Protect your passwordAs 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 **, 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 accountIf 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: In response to Etsy: You have not sufficiently resolved this issue You make the point that I was to contact my credit card company, implying that I have some contractual agreement with the issuer of my gift card I do not It is a gift card, purchased at [redacted] I did contact the issuer (Incomm) and filed a fraud charge Second, you imply that I have agreed to your terms of service and privacy policy because I have an account with you The fraudulent use of my gift card did not take place with my Etsy account The thief used their own account to purchase goods with my stolen money, your policy has no grounds in this case I have asked that YOU (ETSY) contact the seller to inform them of the theft and fraud so that they may attempt to refund the card which you have so far refused to do, standing behind your policy, which again, has no bearing here Fraudulent activity has taken place within your marketplacem which at the end of the day is like ***, a place for buyers and sellers to to exchange goods [redacted] at a minimum attempts to correct the fraud that occurs in order to protect those who use their services You cannot say the same You have so far dodged any effort to correct fraudulent activity which I have been the victim of I have lost $of my money and I have no goods, services, or product to show for it other than your attempt to do NOTHING about it This activity took place through your "marketplace" and it is your job to make it right You (ETSY) must therefore do more to correct this situation and secure a refund for me because it was your site that allowed the laundering of my stolen money to take place ETSY makes every effort to be as unhelpful as possible, from hiding behind a policy to not publishing a direct number in which to contact your customer service - instead requesting that the individual be called by the company and the request can only be made on specific days and times Stop with your rhetoric and HELP me - actually do something to address the situation and to right a wrong In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated August *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of UseEtsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy membersEtsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accountsEtsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.” In the complaint, the Customer (a seller on Etsy) claims that listings for the items she sells on Etsy were disabled on August *, The customer also claims that she was not notified of pending action against her account prior to this dateAccording to our records, the Customer’s listings were removed from the Etsy marketplace due to a high volume of non-delivery reports filed against the Customer’s shopAs the Customer’s has taken the requested action to decrease the number of overdue orders in their account, the Customer’s listings were restored to Etsy’s search results on August **, and remain restored in search results at this timeWe do not make the decision to take action on an account, in any capacity, without great considerationIn the event the Customer has any questions about this matter, they may email us at [redacted] for further assistance Etsy considers the matter closed at this time If you have any questions, feel free to contact [redacted] Sincerely,***Etsy, Inc
August **, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated July **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s full Terms of Use can be found here: [redacted] In the complaint, the Customer states that she purchased a gift card from Etsy, and that her purchase was cancelledThe Customer further explains that, despite this cancellation, she was still charged for this purchase.Our records indicate that the Customer placed an Etsy Gift Card order on July *, but that the transaction was declined.The Customer was unfortunately affected by an error which our third party payment processor (“Worldpay”) encountered on multiple transactions during July Because of this error, though her purchase was cancelled, the Customer was ultimately still charged.Etsy issued the Customer an Etsy Gift Card in an effort resolve this issueAn Etsy Administrator reached out to the Customer on August [redacted] to inform her of this.The Mediator may wish to note note that Etsy has communicated this system error publicly with our members, both on the site and through several email messages which were sent to affected buyers and sellers in the Etsy marketplaceOn July *, Etsy shared the following information with our members on behalf of Worldpay, in a public forums announcement: “ ‘Worldpay is aware of an isolated issue impacting one of our gateways, resulting in a delay to some deposits and refunds for transactions across some of our customers' platforms, including Etsy'sWe are working hard to resolve this issue, and sincerely apologize for the inconvenience this has caused to Etsy sellers and buyersTo date, we have resolved the full backlog of deposits and refunds from the weekend, and we’re confident we will have addressed any remaining transactions shortly.’ - The team at Worldpay”The full July [redacted] announcement can also be viewed here: [redacted] We sincerely apologize for any inconvenience the Customer may have experienced as a result of this issueIn the event the Customer continues to have questions, she may reply directly to the August [redacted] email or reach out to our Support team using our Help form, which can be found here: [redacted] Etsy considers the matter closed at this timeIf you have any questions, feel free to contact [redacted] Sincerely,CamilleEtsy, Inc
[redacted] [redacted] Dear Mediator:This letter sets forth Etsy’s position regarding the complaint dated July *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policiesKatherine M [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); 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 tank top from a seller on Etsy (the “Seller”) and that the item she received was not the same material as was described by the Seller.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 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 June **, the Customer opened a Not as Described case on Etsy for her orderTo clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case based on the overall quality of an item received, and the item received is materially similar to the seller’s listing description and photos.Because Etsy is a venue, each seller may have different policies in regards to returns and customer satisfactionWhile we encourage sellers to practice superior customer service, we can not guarantee that this will always be the caseSome sellers may offer a replacement or a refund in this circumstance, but these resolutions are not required by EtsyWe’re sorry to hear that the Customer has not had a positive experience with this SellerIn the event the Customer requires additional assistance from Etsy, we would encourage her to reach out to our Trust team directly ( [redacted] ) Etsy considers this matter closed at this time If you have any questions, feel free to contact [redacted] Sincerely,CamilleEtsy, Inc
July *, To: The Revdex.com [redacted] *** [redacted] ***Via Email: [redacted] Re: Case # [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated July [redacted] against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellersAs a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for itemsEtsy does not pre-screen users (except for services that require an application) or the content or information provided by usersEtsy cannot ensure that a buyer or seller will actually complete a transaction.”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Complaint, the Customer states that the product she received from an Etsy seller (the “Seller”) did not appear to match the description of the item they orderedThe Customer also states that the purchase was returned to the Seller, and the Customer would like the cost of shipping the return refundedTo clarify, the Seller from whom the Customer purchased is not an employee of Etsy, but rather a person who operates a shop on EtsyAs 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 systemOn Etsy, the item's processing time and shipping time automatically dictate case eligibilityOnce the option to file a case expires, it cannot be reinstated.According to our records, the Customer was eligible to file a case for this order from February **, until April **, It appears that the Customer did not open a case on Etsy for this transaction during this timeframeAs the Customer may have already returned the item to the Seller, they may wish to continue working with the Seller directly toward an amicable resolutionEach seller on Etsy may have a different policy regarding refunds on shipping for returned itemsAs a venue, Etsy must comply with the Seller's policy in this situation.In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted] .We are 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 [redacted] Sincerely, [redacted] Etsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter sets forth Etsy’s position regarding the complaint dated May *, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of 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 an order they purchased from an individual seller on Etsy (the “Seller”) was not deliveredPursuant 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 [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 siteAlthough 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 transactionIf the Customer doesn’t have a PayPal account, it's possible PayPal's Guest Checkout service was used to submit payment directly to the sellerAlthough 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 SellerTherefore, 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
[redacted] [redacted] Dear Mediator:This letter further sets forth Etsy’s position regarding the complaint dated January ***, 2017, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s full Terms of Use can be found here: [redacted] In the complaint, the Customer states that her husband purchased a $USD Etsy gift card that was emailed to herShe claims that she hasn’t received the email and now wishes to have the Etsy gift card refundedShe also indicates that she had trouble contacting the Etsy Support to have her gift card issue resolved.According to our records, on December ***, 2016, the Customer’s husband purchased a printable gift card (paper), not an e-gift card (email)Immediately after purchasing the Etsy gift card, the Customer's husband was sent an email notification indicating how to print out a paper copy of the gift card to give to the recipient, which includes the 16-digit unique redeem codeAs per our Etsy Gift Card Policy we explain, “In order to use an Etsy Gift Card to purchase items on Etsy, you must be a registered Etsy member and redeem the unique code to apply the Etsy Gift Card value to your account’s gift card balance.”The Customer initially contacted Etsy Support on January ***, She indicated to Etsy Support that she was having trouble redeeming the gift cardA Member Advisor on the Etsy Support team provided instructions to the Customer on how she could redeem the gift card balance to her account by entering the unique code.On January ***, 2017, the Customer contacted Etsy’s Phone Support team stating she was still having trouble redeeming the gift cardThe phone supporter instructed the Customer to contact the purchaser of the gift card, the Customer's husband, to confirm the unique redeem codeThe Customer was also provided with instructions about how her husband could locate the redeem code on the Purchases page of his Etsy accountOn January ***, 2017, the Customer successfully redeemed the $USD Etsy gift card balance to her Etsy accountThe Terms of Use for Etsy Gift Cards Issued in United States Dollars state, “Purchasers of the gift card can cancel the purchase up to days post-sale if the Card has not been redeemed.” Pursuant to these Terms of Use and the redemption of the $USD gift card on the Customer’s Etsy account, the Etsy gift card cannot be canceled and refunded.If the Customer has any additional concerns about this gift card, we ask that she reach out to our Support team using our Help form here: [redacted] Etsy considers the matter closed at this timeSincerely,Rebekkah Etsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter sets forth Etsy’s position regarding the complaint dated May **, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of 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 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 sellerThe 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 orderIf necessary, Etsy Administrators may assist in the mediation of the disputeAccording to our records, the Customer did not open a case on Etsy for this transaction within the 60-day eligibility windowAs 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 SellerHowever, 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
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter further sets forth Etsy’s position regarding the complaint dated May **, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of UseEtsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy membersEtsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accountsEtsy reserves the right to refuse service to anyone, for any reason, at any time.” In the rejection, the Customer states that her account was closed as a result of being related to another member’s accountThe Customer also claims that Etsy accepted funds from a third party to close her account.To be clear, the Customer’s account was closed due to a high number of customer disputes and policy violationsWe are unable to reconsider our decision to close the Customer’s accountEtsy considers the matter closed at this timeIf you have any questions, please feel free to contact legal@ [redacted] Sincerely,CamilleEtsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter sets forth Etsy’s position regarding the complaint dated November **, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); 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 the item she received from a seller on Etsy (the “Seller”) arrived and the quality was not as she expected, and neither the Seller nor Etsy has assisted her in resolving this issue The Customer has also claimed that an error occurred during the processing of her transactionThe Mediator and Customer should note that, after a thorough review of this order by our software troubleshooting team, it was determined that there were no errors or bugs on our end during the processing of this transaction.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 [redacted] As Etsy is a marketplace made of individual shops with their own policies, the Customer should note that we're unable to mediate return agreements on our endThis means that, when a buyer has concerns of this nature, we encourage them to contact the seller directly via Etsy’s Conversations tool to discuss any policies the seller may have in placeAlthough Etsy is not directly involved in the transaction, the Customer may note that Etsy can attempt to mediate some disputes through the case systemTo 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 dispute.Our records also indicate that the Customer opened a Non-delivery Case for their transaction on October **Ultimately, the Customer’s case was closed by Etsy Administrator because the Seller provided appropriate proof of shipping to reflect that they shipped the order to the Customer’s address.That being said, we can also mediate some dispute through Not-as-Described casesHowever, the Customer should keep in mind that Etsy is unable to mediate a case based on the overall quality of an order receivedIn a Not-as-Described case on Etsy, we must make a determination based on detailed differences between what is received by the buyer as compared to what is listed by the sellerFor this reason, we are unable to reopen their case.The Customer can find more information about ineligible transactions the following Help article: [redacted] In the event the Customer has any further questions about Etsy’s dispute system, they may contact our Trust team for more information at [redacted] We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller thus farHowever, 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 [redacted] Sincerely,FernandoEtsy, 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 don't accept their response I canceled the subscription during the day free trial it was days into the day free trial I realized the subscription was not going to benefit me and did not interest me I am not sure why the cancellation did not get pushed through but I think it is the responsibility to Etsy to check their system for error of this nature I still want them to refund me my money In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Etsy claims that they have positive proof that these companies are 'one and the same' because of 'overlapping' informationThis is their basis for claiming that these companies are the same company.From what Etsy has divulged to us, if one company accesses another, unrelated company's Etsy account, that is proof to Etsy that they are the same company.Would Etsy kindly point out in their Terms of Service/Rules/Policies where one company is not allowed to access another, unrelated company's account, in order to help them get started or help in any other way? Thank you In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Etsy promised to offer an appeal after $was paid and they did not follow through after payment they simply too my money and did not process appealThey closed my account for unpaid bill of another customer I have proof they tried to bill me for [redacted] we are not even the same gender, ethnicity and social do not matchThey would not open my account based of another customer how can s company do this? I have proof of email where they tried charging me for a different persons account In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated March **, 2016, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of 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 he made a purchase from a seller on Etsy (the “Seller”), and that this order was not deliverable, as he selected an erroneous address suggested during Etsy’s Checkout processTo clarify, during Etsy’s Checkout process, buyers are sometimes prompted to verify their shipping address if the address on file cannot be confirmed by the ***This verification system will suggest an alternate address which is confirmed by the ***As Etsy is unable to guarantee this information is correct, it is ultimately up to the buyer to confirm their address is correct before placing their orderAs such, we are unable to compensate the Customer as a result of this error.Our records indicate that the Customer purchased an item from the Seller on February **On February **, the Seller marked the Customer’s order on Etsy as shipped, and provided tracking information through the Seller’s postal provider, ***.After receiving a shipping confirmation for the order, the Customer reached out to the Seller through Etsy’s messaging system (“Conversations”) to request that the address be updated to his correct addressHowever, because the order had already been shipped, the Seller was unable to alter the shipping address associated with the order.Our records further indicate that, upon non-receipt of his order, the Customer opened a Non-Delivery case for on March **During the process of the case, the Seller offered the Customer a partial refund, so the Customer manually closed the case on March **Though Etsy does not hold sellers responsible for shipping delays or errors, if an item is returned to a seller, Etsy may be able to mediate a resolution through our case systemAs this order was marked as delivered back to the Seller on March 26, Etsy reopened the Customer’s case on March [redacted] in an effort to assist him in further resolving this issueThe Customer subsequently chose to manually close the case, as he was satisfied with the Seller’s resolution.In the event the Customer requires additional assistance, we would encourage him to reach out to our Trust team directly ( [redacted] ) We are sorry to hear that this was a poor experience for the CustomerHowever, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.Etsy considers the matter closed at this timeIf 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: Nothing has been resolved You are enabling sellers to peddle goods that expire outside of a time period that an item should last Not only do you not help mediate a resolution to the problem you don't have a means to warn or leave feedback for others that look at a prospective buyer For all I know the vendor that stole my money has done this multiple times before but there is no way I could have known that I purchased an item that was advertised to last in exterior conditions and I paid extra for that service and what I paid for has failed I still have a sign that is falling apart because the vendor made it poorly and for all I know had never applied any exterior coating which is what I inquired after and paid for I would like to know the product that was used for this exterior coating that if properly applied would last less than seven months In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]