Etsy, Inc.

I ordered a lighter they got my address wrong I had to pay twice for shipping when the lighter got here it was defective

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:

Because Etsy is the platform the seller utilized and the seller instructed the buyer to misrepresent the value of the item being returned, which is against domestic and international laws, of which breaches Etsy's Terms of Use.  Therefore, the value the buyer is able to retrieve upon filing a complaint with USPS is limited solely to the return shipping charges and the undervalued amount, of which is a fraction of the item's value.  In all, this transaction now leads the buyer with a fraction of the total item's value, and without the item itself.
Sincerely,
[redacted]

I ordered a pair of Nike Pink Hiraches shoes and paid $192 for them from Etsy for my daughter as a Christmas present in early December. I received them two weeks after Christmas and they appeared spray painted pink as you could see the paint on the inside of the shoe and on the laces. My daughter still loved them and wore them for 1 hour when the paint on the plastic band around the back of the shoe started falling off. The top of the shoe on the toe box began discoloring. When I contact Etsy about it, they said it was normal wear and tear. wanted a full refund and they refused and said it could be fixed. I am sending the shoes back tomorrow morning and I still demand full refund but they want to "fix" them. Perhaps they'll spray paint them again, I don't know but I will NEVER use Etsy again. This is the second disappointment with them! I have pictures if you want to see the painted shoe.

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Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated August **, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the complaint, the Customer claims the purchase she made from a Seller on Etsy (the “Seller”) has not been delivered.
Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but previously operated a shop on Etsy.com.

Unfortunately, the Seller the Customer ordered from no longer qualifies to be a member of Etsy and will not be returning to the site.  Although the Customer is unable to file a case for this order on Etsy, they can still open a refund claim based on their payment method.
As the Customer paid for this order via [redacted], Etsy does not have access to their payment in order to issue a refund on the Seller’s behalf.  We would recommend that the Customer therefore contact [redacted], or their bank or credit card issuer, to see whether they are able to obtain a refund.
In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance.  
We’re sorry to hear that the Customer had a negative experience with this Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

Etsy considers the matter closed at this time.  If you have any questions, feel free to contact me at [redacted]  

Sincerely,


[redacted]
Etsy, Inc.

I ordered my son a Halloween costume on Etsy in September. The seller promised to have this shipped in 3-5 days. As of late October the costume still had not arrived. I contacted the seller to find they no longer existed on Etsy. I contacted Etsy and a woman told me to escalate my issue to their "trust" and she promised that either the seller and/or Etsy would issue me a refund seeing as how this was a month late and my son could not wear this for his class party and trick-or-treat. The item just arrived on Oct ** with a note saying they were sorry for the delay they couldn't keep up with Etsy. Not my problem. I logged on to Etsy to find they took it upon themselves to close my case. No refund like they promised. I would have thought they would have contacted me to see if I still wanted the refund once they knew my item was delivered as they promised. I want my refund. That is ridiculous.

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Dear Mediator:

This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated January *, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “You are responsible for paying all fees and applicable taxes associated with using Etsy.”
Etsy’s Advertising Policies further state, “When you purchase an Ad, you understand and acknowledge that you are purchasing advertising on a cost-per-click (or “CPC”) basis and you are responsible for the payment for any clicks your Ad receives. This means that you will be charged each time your Ad is clicked, not simply when it is displayed. You may pause an ad campaign at any time, but you will still be responsible for any charges incurred prior to pausing your campaign. Etsy will not grant any refunds for charges related to clicked Ads.”

In the rejection, the Customer again claims that she was charged for promoted listings that she alleges she did not authorize, and she believes this is due to a malfunction of our system.
According to our records, the Customer enrolled in this ad campaign on August **. During this enrollment, the Customer had the opportunity to read about and disable the “auto-promote” function if desired.
After the enrollment period, the Customer had access to information about managing promoted listings that is available here[redacted]
General information about Promoted Listings is also available here: [redacted]
Several e-mails were also sent to sellers that contained information on Promoted Listings campaigns, as well as information about the automatic promotion of new items.
As mentioned previously, regardless of whether “auto-promote” is checked on or off in advanced settings, this setting would only be functional while the Promoted Listings campaign was active.
In previous correspondence with Etsy Administrators, the Customer claimed to have deactivated the ad campaign in October. However, it appears that the campaign was paused on each individual listing, not deactivated for her entire shop. Because the campaign was still active, and the auto-promote option was selected, the new listings were automatically promoted.
To clarify, a deactivated ad campaign cannot be reactivated simply because the “Yes, promote new listings” option is checked by default. The campaign must be currently active in order for this function to take effect. Additionally, a campaign will not reactivate due to the addition of new listings. As stated above, the Customer’s campaign was paused rather than deactivated. Our team is not aware of any bugs or malfunctions relating to this.
In summary, the Customer enrolled in the Promoted Listings campaign on August **. Promoted Listings officially launched on September *, and it was on this date that the Customer’s campaign was activated. On October **, the Customer paused the ad campaign for each active listing, but did not deactivate the ad campaign in her shop. Because the campaign was active, and the “auto-promote” feature was selected, the two listings that were added by the Customer on December * were automatically promoted. For this reason, the Customer was charged for the ad campaign running on these two listings from December * until it was deactivated by the Customer on January *.
Considering this information, we concluded that the system was functioning properly. Etsy is unable to disregard the fees incurred during the time the campaign was active.
For more information about Promoted listings, please see this article: [redacted]
For more information about Etsy’s Advertising Policies, the Customer can refer to our Advertising Policy page here: [redacted]

In the event the Customer has further questions about her bill, she may wish to reach out to our Billing team directly ([redacted]) or reply directly to the Conversation from CustomerCare in his Etsy account.
We’re sorry to hear that the Customer was concerned by these fees in her account. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

Etsy considers the matter closed at this time. If you have any questions, feel free to contact [redacted]  

Sincerely,


[redacted]
Etsy, Inc.

I like etsy for selling products but, honestly they do so little to protect sellers on there. There are a lot of scammers and just cruel people on there. They don't allow the sellers to leave reviews about the buyers which sucks because even if you did your part, the buyer can crush you with a horrible review. I have a 4.8 star rating and it goes up to 5 stars and without anyone leaving a bad review, my ratings go back down to 4.8. It's strange because none of the reviews changed or else I would've received a notice. There wasn't a new review submitted so it's really just weird to me that it keeps changing. It changed from 4.8 to 5, then again 4.8 to 5, then now again 4.8. All of my last 5 reviews have been positive so I don't get it. I even have a screenshots of it. Also, my listings disappear at times. One minute it's 177 and the next 133. I checked the listing manger to go through the inactive, expired, or sold out sections and nothing. Quite a bizarre website. Another major thing that I find strange is they don't even have a customer service number. You can only request them to call you. I find this so wrong because they're neglecting the sellers and buyers and all the people that use their website. Last but not least, you cannot block rude people whatsoever from ordering or seeing your shop.

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 feel that you need to assist a little more since you REMOVED this individual from your marketplace as a seller due to their unfair practices but are unwilling to assist those that made a purchase in the days prior to you suspending them. How about I send you the wrong item received and you refund me? 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
.
 
 
 
[Your Answer Here]
look at my bank statement. I clearly shows I paid Etsy. not a third party. I want my $13.45 back or my product that I purchased. 
     [redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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December*, 2014

To:                The Revdex.com
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Via Email:      [redacted]
Re:                Case # [redacted]

Dear [redacted]:

This letter sets forth Etsy’s position regarding the complaint dated December*, 2014 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “Etsy acts as a venue to allow users who comply with Etsy's policies to offer, sell and buy certain goods within a fixed-price format. Etsy is not directly involved in the transaction between buyers and sellers.”
In the complaint, the Customer claims that a review left for her shop violated Etsy’s policies, but was not removed.
If a seller believes they have received a review that violates Etsy’s Guidelines or Terms of Use, sellers can submit it for review by Etsy Admin. If the review violates Etsy’s policies, Etsy may remove the review. However, Etsy does not investigate the validity of opinions or statements made in reviews. Etsy also does not mediate review disputes.
When the Customer contacted Etsy Phone Support on November**, she was advised by an Etsy Administrator that we cannot currently support questions about Reviews over the phone. The Customer was also advised that her question would be escalated to a department specialist.
On December*, the Customer was advised by an Etsy Administrator specializing in reviews that after careful consideration, we were not able to find evidence that the buyer who left the review for the Customer’s shop was attempting to misuse the Review system. We were therefore unable to remove the review according to our policies. In order to maintain the integrity of the Etsy marketplace, buyers must be confident that a review will not be removed unless it violates policies.
We do not make the decision to remove or not to remove a review without great consideration, and we’re sorry that the Customer does not agree with our decision. 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,

[redacted]
Etsy, Inc.

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

Etsy Policies as they are written are not legal! They cannot make up their own laws! There are many examples and complaints about buyers and sellers on Etsy being Fraudulentand even after complaints about it Etsy does nothing?? So Etsy can legally run their business and allow illegal activities to carry on through their web system just because they say they are not responsible?? Etsy constantly compares themselves to [redacted] and you sure couldn't get away with Fraudulent activities on [redacted]!! On [redacted] if someone  does not Pay you they are suspended, but not on Etsy, everyone is on the honour system and they don't have to pay you and Etsy will do nothing about it except take their percentage on the sale even if you have not been paid!! They also continuously try to say the email problem of me not getting their emails has to be mine?? Here is a statement from their site: Customer Care Update: Email ProblemsA new email server has improved things for the Support team, but like any new installation, it has not gone without at least a few little problems. If you experience a delay in response time of more than 24 hours, please write us again. Also, you can always convo a Community or Support team member…According to these people they can't do anything wrong?? Etsy says they will back up their sellers, that's a joke they have done nothing for me in either case. And here is Etsy's policy for help from them: If a seller doesn't respond or resolve the case within one week from the date it was opened, the buyer can escalate the case for review by Etsy Trust & Safety. Both my Customer and I did this and never heard from Etsy?? So she just ignored me, sent back the item she had purchased. When I got the item it was destroyed. In order to get paid by insurance the BUYER has to open a case with the post office and she refused to and she knew I could do nothing so I am now out $149.00 for the item she sent back destroyed and Etsy totally ignored my calls for help. Had they stepped in when asked the case would have been solved in ten minutes and everyone happy. BUt they chose to do nothing!! So ETSY DOES NOT EVEN FOLLOW THEIR OWN POLICIES!!! Costing me $149.00 but of course Etsy is not responsible because they say so??? They claim to have phone support from 10am-10pm ET and to call you within 15 minutes of your request and may record the call for quality assurance. Speak to you soon!So there is no number you can call? you have to send them an email for them to call you back?? So I sent an email to them and they NEVER called me back?? Here is a search I did in [redacted]:  "problems with etsy" and [redacted] returned   "About 2,170,000 results (0.26 seconds)"  Over 2 MILLION results to PROBELMS WITH ETSY!! don't  you think that warrants some in vestigating??  Here are some of the titles of the search "Problems with Etsy" : Top 176 Complaints and Reviews about Etsy.com[redacted]
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And these complaints go on and on and on, over 2MILLION of them!! Just take alook at the site links I have given you, they are all legitimate complaints. Just look at the [redacted] search I did: [redacted]   How does this Etsy site get away with this?? All the complaints to the Revdex.com and to [redacted] and Etsy carries on as usual?? I am beginning to wonder if maybe someone is being paid off?? How could you not think that?? I have given you more evidence then required to show that Etsy should be held Liable for the $149.99 for the Broken item and $36.00 for the non-paymant of another that I am owed. Who knows, as Etsy doesn't check maybe there are some coded Drug or Gun deals going on?? They need to be Investigated Immediately. [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,[redacted]

[redacted]
 
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Dear Mediator:
 
This
letter sets forth Etsy’s position regarding the rejection to our response to
the Complaint dated May *, 2014 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. The customer [redacted] (the “Customer”) was an Etsy member
and agreed to Etsy’s Terms of Use and other site policies.
 
As stated previously, Etsy’s Terms of Use state, “Etsy
reserves the right to refuse service to anyone,
for any reason, at any time” (emphasis added). The Terms further state, “Etsy
reserves the right to suspend and/or terminate a person's account or any
accounts held by that person by virtue of association, including all usernames
under which that person operates on Etsy.”
 
Again, our
records reflect that there is overlapping information in the Customer’s account
for Etsy to consider them related to an account that was suspended for policy
violations. This includes many of the factors that the Customer described in
her rejection of our response. By her own admission, the Customer was
attempting to use the same images to sell the same items from the same address
using the same IP address as the shop suspended for policy violations. While we
are in receipt of the Customer’s claim that her shop and her daughter’s shop
are not related, all of the evidence, including that supplied by the Customer
herself, indicate otherwise. We will not be re-opening the Customer’s shop.
 
Etsy
considers the matter closed at this time.  If you have any questions, feel
free to contact me at [redacted].  
 
 
Sincerely,
 
Etsy, Inc.

Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the response to the complaint filed February
[redacted], 2014 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. As [redacted] (the “Customer”) explained in the complaint, the
Customer was a buyer on the Etsy site and as such agreed to Etsy’s Terms of
use.
In the rejection,
the Customer states that an item purchased from an Etsy seller was not sent in
the appropriate time frame. The Customer also states that she requests a refund
in her PayPal account.
Etsy’s Terms of Use state “[s]hould you
have a dispute with one or more users, or an outside party, you release Etsy …
from any and all claims, demands and damages … of every kind and nature …
arising out of or in any way connected with such disputes.”
We have alerted a member of Etsy’s
Trust & Safety Team, which handles issues such as these. Occasionally, Etsy
experiences high volumes of traffic in these queues. A member of the Trust
& Safety Team just reached out to the Customer and explained that we reached
out to the seller. Etsy also explained that since the Customer purchased the
item through PayPal, she may wish to contact PayPal directly, or her bank or
credit card provider. Etsy is currently in the process of assisting the
Customer and will work with her.
Please
note that the item the customer purchased was from the Etsy user ‘vividiy’
who operates a shop on Etsy. ‘vividiy’ is not an Etsy employee. Pursuant to Etsy’s
Terms of Use, the Customer releases Etsy from all claims, demands and damages
arising out of or in any way connected with this dispute. Etsy did not receive
any payment from the Customer for this purchase. Also, the Customer purchased
this item via PayPal, a separate company. She may wish to contact PayPal directly.
We will be working with the Customer and we
hope this works out for the best. If the Customer has any questions, she should
respond to the Trust and Safety Agent who reached out to her.
If you have any questions please contact me
at [redacted].
 
Sincerely,
 
[redacted]
Etsy, Inc.

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

[Business has double standards against members and should be removed entirely from the World Wide Web. Many members still continue to sell in the hanade category the same items for which my shop was suspended and Etsy Integrity continues to pretend like they don't hear or see anything. TOTAL INJUSTICE ]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Why is that this business has a high rating by the Revdex.com but there is no contact information for this company for buyers to call and resolve any issues. I have tried to find a working number with a actual person to answer and I can't find anyone. I have paid for an item on Etsy and it has been 3 months and I never received the item. The seller won't respond and Etsy has not responded back as well. How Does the Revdex.com actually know this company is located where they claim it is? How can a legitimate company not have a phone number to call in.

March **, 2014
 
[redacted]
Via Email:         [redacted]
Re:                   Case # [redacted]
 
Dear [redacted]:
 
This letter
sets forth Etsy’s position regarding the complaint dated March **, 2014 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 “[redacted]”) is an Etsy member and agreed with Etsy’s Terms of
Use. 
 
Etsy’s
Terms of Use state, “Etsy cannot ensure that a buyer or seller will actually
complete a transaction.” Etsy’s Terms of Use also state, “You release Etsy (and
Etsy's officers, directors, agents, subsidiaries, joint ventures and employees)
from any and all claims, demands and damages (actual and consequential) of
every kind and nature, known and unknown, suspected and unsuspected, disclosed
and undisclosed, arising out of or in any way connected with disputes with one
or more users, or an outside party.”
 
In the
Complaint, the Customer states that she did not receive an item purchased from
an Etsy seller (the “Seller”) on March **, 2014. 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.
 
I see that
the Customer reached out to our Trust team on March [redacted], 2014, and was informed
that the Seller no longer qualifies to be a member of Etsy. Further, the
Customer was instructed to file for a refund with PayPal within 45 days of the
payment.
 
Pursuant to
Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and
damages arising out of or in any way connected with this dispute. Transactions
on Etsy occur directly between a
buyer and seller.
 
We are so
sorry that the Customer had a negative experience with the Seller and sincerely
hope this issue is resolved to the Customer’s satisfaction with PayPal.
 
Etsy
considers this matter closed at this time. If you have any questions, please
contact me at [redacted].
Sincerely,

I purchased a product from Etsy that was not as described when I received it. Also my order was shipped a week late and I was promised priority shipping because of the delay, never was shipped priority, was promised a $25 refund and that was NEVER received. When I contacted the seller about a return on the product she was EXTREMELY RUDE and very pretentious telling me that I was lying and she has a great reputation so there was no possible way my story could be true after I showed her picture proof. Makes sense right? So after she denied me a refund I asked Etsy to step and open a case. When I opened the case I was never told the details of how to go about the case. I emailed a member of the support team with questions and about a week later I got an email from ANOTHER worker with some semi automated message telling me things I already knew.. When I emailed that worker back with the same questions a few days later I got ANOTHER semi automated message from a completely different person who still gave me NO answers to my questions. At this point I asked for a phone call. When I got the call the woman I spoke with told me how to add information to my case log (I was never told how to do this prior to this point) and she told me she saw no photos that I originally uploaded when I filed the complaint. She urged me to upload more photos but gave me no details about how to do so. So naturally I assumed to just upload the photos of my product to prove it was not as described. When uploaded I was then told I have to add my username and date on a piece of paper to prove that it was really me and really the date I said it was. Because that would work so well! I could write whatever I wanted on that piece of paper, how is that logical?? It seemed to be just a nasty way to draw the case out further so over time I would be so annoyed I would't even want to continue with the case and they wouldn't have to deal with me or lose any money.. sound crazy? Not when you hear this next part.. When I asked the support team member about how long I would have to dispute with the buyer on my own until Etsy stepped in and finally gave me my refund she told me there was no set date and that usually these cases are extremely long and drawn out. Absolutely disgraceful and a waste of time. I would tell them to take the money and go screw but this is a decent amount of money I paid for this product! They do not treat their customers fairly so I would INSIST NEVER buying from them

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Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint dated March **, 2016 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.
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); and
Each seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”
Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”
In the complaint, the Customer claims that she purchased a slate board with information written on it from a seller on Etsy (the “Seller”) and she was instead emailed a digital file of the same design.To reiterate, transactions on Etsy occur directly between a buyer and 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 March **, 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.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 file the Customer received was not materially different than the listing she purchased from, as the Seller states in their listing that the item is a printable digital file. As such, on March **, the Customer’s case was 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,
Camille
Etsy, Inc.

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[redacted]                [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated January *, 2015 against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.

Etsy’s Terms of Use state, “Etsy's services are not available to temporarily or indefinitely suspended Etsy members. Etsy reserves the right, in Etsy's sole discretion, to cancel unconfirmed or inactive accounts. Etsy reserves the right to refuse service to anyone, for any reason, at any time.” Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the complaint, the Customer claims that her account was suspended for messages that were sent through Etsy’s messaging system, Conversations.
On October **, an Etsy Administrator contacted the Customer regarding a report of unsolicited messages being sent from the Customer’s account. The Customer was informed that these unsolicited messages violated Etsy’s Conversation policies.
Later on October **, the Customer replied to Etsy's message and indicated that she both understood Etsy’s policies, and intended to abide by these policies in the future. More information Etsy’s Conversation policies can be found here: [redacted]
The Customer was further advised that continuing to send messages of this kind through Etsy Conversations may result in account suspension or termination without notice.
The Customer contacted Etsy Support again on December **, and the Administrator that received the Customer’s email determined that the Customer had continued to send unsolicited Conversations from her Etsy account after having received notification that this behavior violates Etsy’s policies.
Because the Customer failed to comply with Etsy’s policies, Etsy elected to close the Customer’s account.

Etsy considers the matter closed at this time. If you have any questions, feel free to contact me at [redacted]  

Sincerely,

[redacted]
Etsy, Inc.