Etsy, Inc.

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Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated July **, 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 is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction. ”
Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”

In the Complaint, the Customer states that the product she received from an Etsy seller (the “Seller”) was not as described. 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.  
The Customer contacted our Trust team, and were notified by an Etsy Administrator of the action required to open a case on July **, 2014 and July **, 2014. To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist Customers in resolving these concerns.  The Customer responded that they were unwilling to open a case on Etsy.  Without a case, Etsy is unable to further assist the Customer.  

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. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.
Etsy considers this matter closed at this time. If you have any questions, please contact 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:

The ads that Etsy is speaking of were NOT restarted by us on 12/**, as they have stated.  We ended our ad campaign with a $1 per day budget on 12/**/14, and DID NOT authorize the ads to run again. Coincidentally, the ads (promoted listings per Etsy's terms) restarted after we changed our shop name from oldacres to HappyTreesHandmade, and the promoted listings ads budget was mysteriously increased from $1 per day to $5 per day.  We would NEVER set a daily budget that high, we are a very small operation and do not even spend more than $100 - $200 per year on all forms of advertising; no less the potential to rack up $150 in ad fees for just one venue in one month.  We informed Etsy of this and even asked them to review our history of paid advertisements with them, showing that we rarely even spend more than $10 or $20 on ads over a quarterly period.  All they keep doing is restating their written "policies", without any offer to assist us with this matter.  We can read, we know what their policies state, but, when something like this happens with advertising that is not authorized by an upstanding Etsy member, we would expect better treatment and a better resolution. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted] And [redacted]

I made a purchase through a seller, [redacted] on Etsy. The product was not delivered in the time frame stated on the seller's listing. I contacted the seller, and the product was promised for that night. It was never delivered. I filed a case through Etsy, and because the seller did not comment on the case, Etsy closed the case, marked it "resolved", and allowed the seller to steal my money and never provide the product.

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

[Your Answer Here]
 
 
As previously stated, I DID upload photos to Etsy. I uploaded photos of the skirt and shirt. I cannot further access their dispute system via mobile device, another issue. Let's just deal with this and get through it rather than keep it going. I want you to confirm you received my photos. I also want to speak with the CEO and do not wish to be ignored by him any longer. I don't need to reread this ridiculous policies that don't hold Etsy accountable. I want Etsy to loom over the emails between the seller and I.   
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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 the Etsy rebuttal. I did file a complaint with Etsy. I go by [redacted]). My email address is [redacted]
Please read below.
?
An item did not arrive
Case #[redacted] — Opened on June *, 2014
Case created June *, 2014
[redacted] July **, 2014
Please escalate this case. I have not received any money back and [redacted] will not refund me!
Admin
[redacted] [redacted]
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Case created June *, 2014
 
 
[redacted] July **, 2014
Please escalate this case. I have not received any money back and [redacted] will not refund me!
[redacted]
 
[redacted] [redacted]
I took the appropriate steps as suggested by Etsy to obtain my refund. What is the next step no one seems to want to help me.
 
Etsy, please help me!
Kindly,

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]I want my money back. You provided theives a venue by which to operate, You gave them the platform and the means to steal from people and then sit smugly in the corner like a child and say "it's not my fault".
We'll, I don't think so.
I want my money back and I want it back now.
You created this venue for people to steal. You should be protecting your customers not the thieves you promote, you made the problem..  now you fix it. 
REFUND $215.00
 
 
 
 
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 has not conducted due diligence in the company's effort to regulate its marketplace.  I would acknowledge and accept closure of my shop if I had done something that actually did infringe on copyright; however, due to the fact that I have been ultra careful not to infringe copyright, I NEVER received even one copyright warning, I NEVER received any specific reason as to why my shop was closed, nor did I EVER receive any specific response to emails that questioned the termination of my selling privileges, it causes Etsy's shop termination to be hard to accept. Etsy is a business which offers no real customer service, so one would at least think that there was time preserved to work behind the scenes--in other words, one would think that the company performed due diligence before arbitrarily shutting shop doors. I have done NOTHING wrong. I am NOT directly associated with any shop that breaks the law. One could look through shops on Etsy and find several copyright infractions--yet my shop was terminated when I had none, and supposedly Etsy only linked me to another shop based on internet usage/ip address only, for that is the only way that I could have been linked. How can Etsy herald itself an internet based business and terminate shops based on net usage only??? What is the point of having a laptop, wifi, or mobile log in capabilities??? Again, no effort was put into research or else Etsy would have been able to distinguish registration information, pay pal accounts, etc, to discover that my shop was confused with another. As a shop owner, I poured a LOT of resources into my Etsy store (I know because I just did my taxes). So for the company to extinguish my shop with NO valid reasoning is extremely upsetting. If someone killed your baby and failed to provide any real and valid explanation, understanding and acceptance would not come any time soon. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
 
I did in fact received the credit back.  It took an exorbitant amount of time, but yes I did get it back.  Thank you for your help in resolving this issue. 
Sincerely,
[redacted]

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Dear Mediator:

This letter further sets forth Etsy’s position regarding the rejection of our response to the complaint dated October **, 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'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 rejection, the Customer claims that due to overlapping information with another account, her account was suspended without violating our policies.
Our records show that because of policy violations in a related account, the account the Customer is referencing was suspended as well. Our Terms of Use state that: "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."
The violations in the related account have since been resolved, and the account the Customer is referencing was reinstated on October **.
The Customer also claimed that the determination that these accounts were related violated her privacy. The Customer may find the information Etsy has on file in our Privacy Policies, available at [redacted]
In order to protect the integrity of our internal processes, we cannot disclose more information at this time, but we do not make the decision to suspend an account without great consideration. 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.

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Dear Mediator:
This letter sets
forth Etsy’s position regarding the rejection filed July [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. Individuals may
open up his/her own shop on Etsy to sell unique goods. To use the site, each
individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the “Customer”) explained in the rejection, 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 the
item she received from a user of Etsy’s service was not packaged appropriately
and requests a refund.
Etsy’s Terms of Use, to which the
Customer agreed, 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.”
Buyers on Etsy may file a case in order to
resolve disputes such as these ([redacted]).
Our records indicate that the Customer did not file a case using Etsy’s case
system, and the date to file a case has expired.
It is unfortunate that the Customer did not
have a satisfactory experience in this circumstance. These situations are unfortunate, but rare. Most transactions
on Etsy are completed without incident.
Please also note that the item the customer
purchased was from the Etsy user ‘[redacted]’ who operates a shop on
Etsy. ‘[redacted]’ 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.
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:

[Your Answer Here]
 Etsy waited 2 months before shutting down my shop as a way to collect all of my seller fees. As for their direction to contact their support email address, that was already done. They were uncooperative there as well. Etsy participates in bad business practices and I'll be encouraging everyone I know to discontinue using Etsy due to their policies. It's a shame that businesses are allowed to rip consumers off just because they can. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear
Mediator:
 
This letter
sets forth Etsy’s position regarding the complaint dated March *, 2014 against
Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is an online venue to buy and
sell all things handmade. To use the site, each individual must agree to Etsy’s
Terms of Use and other site policies. 
The Customer [redacted] is an Etsy member and agreed with Etsy’s Terms
of Use. 
 
Etsy’s
Terms of Use specifies that Etsy “cannot ensure that a buyer or seller will
actually complete a transaction.” Etsy’s Terms of Use also states “[s]hould you
have a dispute with one or more users, or an outside party, 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 such disputes.”
 
In the
complaint, the Customer indicates that they ordered items and expected them to
be delivered in one week, which appears to be based on confusion regarding
shipping/delivery time and processing/lead time. My research indicates that the
vendor the Customer ordered from was “braggingbags.”  The seller “braggingbags” (the “Seller”) is
not an employee of Etsy, but rather a person who operates a shop on Etsy.
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
Customer filed a Non Delivery case for this transaction through Etsy on March *, 2014. It appears that the Seller issued a full refund for $229.94 on March *, 2014, and the case was closed.
 
If
the Customer needs further clarification about this process, she should contact
Etsy at [redacted].
 
Etsy
considers this matter closed at this time. 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:

My shop was unjustly shut down & I deserve a better response than a long copy of your policies. This has happened to SEVERAL other business owners as well.I provided every sort of proof that they needed to show my items were handmade and it was still shut down. I am not even able to shop there! What sort of business is this? And they are holding my earnings and will not release me MY money. I want my money released to me from my shop payment account. This is BAD business.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Date Sent: 3/**/2014 5:30:16 PM
                                        ...⇄ /> March **, 2014
[redacted]                  [redacted]
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[redacted]      [redacted]
[redacted]                  [redacted]
Dear Mediator:
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 “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.
Etsy’s Terms of Use state “[s]hould you have a dispute with one or more users, or an outside party, 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 such disputes.”
In his complaint, the Customer claims the item she purchased from a seller on Etsy (the “Seller”) was not as described.
Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.
I see according to our records that the Customer filed a dispute with Etsy’s case system on March *, 2014, which is currently ongoing. According to our records, the Customer used PayPal to pay for the transaction. She may also choose to file a dispute with PayPal. As Etsy is not affiliated with PayPal, the Customer should follow the appropriate deadlines and guidelines in filing a PayPal dispute.
We are sincerely sorry to see that the Customer did not have a satisfactory experience with this Seller, and we truly hope the Customer will reach a resolution that is to her satisfaction.
Etsy considers the matter closed at this time.  If you have any questions, feel free to contact me at [redacted].  
Sincerely,
[redacted]
Etsy, Inc.

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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]l (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”) have not been delivered. The Customer also states that they have been informed that the dispute they opened with the Seller cannot be escalated for review by Etsy for one week from opening.  
Pursuant to Etsy’s Terms of Use, the Customer releases Etsy from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on Etsy occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of Etsy, but operates a shop on Etsy.com.

I see according to our records that the Customer received a response from an Etsy Administrator on August ** outlining our case process.  We apologize that the Customer is upset with this procedure, however it is our intention that the Customer and the Seller have the opportunity to work out these reports directly before Etsy intervenes.  Please note that this Customer’s case has been escalated for review as of today, August **.  
In the event the Customer requires additional information about our dispute process, we would encourage them to reach out to our Trust team directly ([redacted]).
We’re sorry to hear that the Customer was concerned by this 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.

background-color: rgb(255, 255, 255);">
December*, 2014

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

Dear [redacted]:

This letter sets forth Etsy’s position regarding the complaint dated November ** against Etsy, Inc. (“Etsy”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.
Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellers. As a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for items. Etsy does not pre-screen users or the content or information provided by users. Etsy cannot ensure that a buyer or seller will actually complete a transaction. ”
Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”
In the Complaint, the Customer states that the product he ordered from an Etsy seller (the “Seller”) was not delivered or refunded due to insufficient layaway payments. 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 did not open a case on Etsy for any of these transactions. As 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 system. Unfortunately, the 60 day window to open a dispute for these transactions has expired.
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. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.
Etsy considers this matter closed at this time. If you have any questions, please contact me at [redacted].


Sincerely,


[redacted]
Etsy, Inc.

August **,...

2016

[redacted]                [redacted]
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                    [redacted]       [redacted]                [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated July **, 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 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 cancelled. The 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 2016. 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 issue. An Etsy Administrator reached out to the Customer on August ** 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 marketplace. On 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's. We are working hard to resolve this issue, and sincerely apologize for the inconvenience this has caused to Etsy sellers and buyers. To 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 * announcement can also be viewed here: [redacted]We sincerely apologize for any inconvenience the Customer may have experienced as a result of this issue. In the event the Customer continues to have questions, she may reply directly to the August ** 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 time. If you have any questions, feel free to contact [redacted].  
Sincerely,
Camille
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:

the seller deleted their e-mail two days after therefore I [redacted] nor my daughter can e-mail[redacted] since product was purchased from the Etsy web site complaint was filed to refund money back. Also contacted [redacted] which states they will not refund my $112.00 until they speak or get a response from seller. This matter still does not resolve the issue for my money is still not refunded nor any attempt seems to be in my favor. It should have caused my money to be refunded promptly yet this has not been done.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

background-color: rgb(255, 255, 255);">
December **, 2014

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

Dear [redacted]:

This letter sets forth Etsy’s position regarding the complaint dated 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 “Complainant”) 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 provides plans for both automatic and manual bill payment as outlined in Etsy’s Billing Policy. Etsy will send an invoice to the seller’s email address on file detailing the amount due for the prior month’s fees and charges. The seller must pay the amount due in full within 15 days of the date of the invoice, or the account will be considered past due.”

In the complaint, the Complainant claims that Etsy initiated a bill payment to her brother's Etsy account using her credit card information to make the payment without her authorization to do so.
The credit card information on file was added by the shop owner, and not by Etsy. According to our records, the Complainant’s card was originally used by the family member on July *, 2014. Our records also indicate that Etsy notified the Complainant’s family member after the card he entered on file was declined several times. As Etsy had no indication that the use of this card was not authorized by the cardholder, the card was charged under the AutoBilling agreement outlined in Etsy’s billing policies. Etsy members are required to provide accurate account information, including billing information. By signing up for AutoBilling, the Complainant’s family member agreed to these charges.
Because these payments were processed in compliance with our billing policy, we are unable to refund the charges. The Complainant may consider contacting her bank, or the appropriate authorities, about this matter. To avoid further unauthorized charges of this nature, the Complainant may also consider reaching out to the family member that used this card without permission from the Complainant.
We’re sorry to hear that the Complainant experienced this issue with her family member and hope she can resolve it with him directly. Etsy’s Terms of Use 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.”

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

Sincerely,


[redacted]
Etsy, Inc.

[redacted]
 
[redacted]                            [redacted]
                                    [redacted]
                                    [redacted]
[redacted]             [redacted]
[redacted]                             [redacted]
 
 
Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the rejection filed September [redacted] and [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. Individuals may open up their own shop on Etsy to sell
unique goods. To use the site, each individual must agree to Etsy’s Terms of
Use and other site policies. As [redacted] (the “Customer”) explained in the complaint,
the Customer is a seller on the Etsy site and as such agreed to Etsy’s Terms of
use.’’
 
In the rejection, the Customer states that Etsy
removed material from her shop that appears in other shops on Etsy. She also
states that the material is [redacted].
 
Please note that ‘[redacted]’ according to Etsy’s
policies (items 20 years of age or older), may not be what others define as
[redacted]. Etsy allows for the sale of [redacted], craft and handmade material.
 
The Customer’s account is currently suspended
because the material in her shop did not comply with Etsy’s policies for what
may be sold in Etsy’s marketplace. A member of Etsy’s marketplace integrity
team, which monitors the material sold on Etsy attempted to work with the
Customer because we found that material in her shop was not [redacted]. Our team
reached out to the Customer on September [redacted], and twice on
September [redacted] to work to bring the Customer’s shop into compliance.
We explained the changes that needed to be made to the Customer’s account and
how to rectify the issue to reinstate the Customer’s selling privileges. We
also stated that we cannot respond to further emails until those changes have
been made. To Etsy’s knowledge, the Customer has not made these changes.
 
The Customer may continue to sell on Etsy if
the Customer adheres to Etsy’s Terms of Use. The Customer must make the changes
as requested, and she can then reach out to Etsy’s integrity team.
 
Etsy considers this matter closed at this
time.
 
 
Sincerely,
 
[redacted]
Etsy, Inc.