Etsy, Inc.

[redacted]
 
[redacted]                   [redacted]
                        [redacted]
                        [redacted]
[redacted]         [redacted]
[redacted]                   [redacted]
 
Dear
Mediator:
 
This letter
sets forth Etsy’s position regarding 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. [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 states that she had not received the order she placed with
an Etsy seller (the “Seller”) and had “no way of contacting the seller.” 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 our Trust team ([redacted]) has
been in touch with the Customer and may have identified the problem. According
to our records, the Customer has two accounts with Etsy - [redacted] (which ends with two “1”s) and [redacted] (which ends with a single “1”). The Customer must log out
of [redacted] and sign into the account
with which she made the purchase, [redacted].
Once logged into the proper account, the Customer may reach out to the seller
using our Convos feature.
 
Our Trust
team also suggested that the Customer open a case with our dispute system. The
Customer’s eligibility to open a case for this order will expire on June **,
2014. Once the eligibility to file a case expires it cannot be reinstated. Should
the Customer have any questions about this process she may contact [redacted].
 
Etsy
considers this matter closed at this time. If you have any questions, please
contact me at [redacted].
 
 
Sincerely,
 
 
[redacted]
Etsy, Inc.

background-color: rgb(255, 255, 255);">
May *, 2015

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

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

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

I see according to our records that the Customer purchased an item from the Seller on April **. On April **, the seller indicated that the item was shipped to the address provided by the Customer on the Etsy receipt. The tracking information provided by the Seller indicates that the package was delivered on April **.
Etsy does not hold sellers responsible for shipping delays or errors, as long as the Seller is able to prove that they shipped the item to the address on the Etsy receipt. Some sellers may offer a replacement or a refund in this circumstance, but this is not required by Etsy.
As the Seller has submitted tracking information, the Customer may wish to contact the Seller and the shipping service for information about opening a claim for a missing package.
In the event the Customer requires additional assistance, we would encourage them to reach out to our Trust team directly ([redacted]).  
We are sorry to hear that the Customer had a negative experience with the Seller. However, in accordance with our Terms of Use, the Customer releases Etsy from any and all claims, demands, and damages arising from such disputes.

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

Sincerely,


[redacted]
Etsy, Inc.

background-color: rgb(255, 255, 255);">
[redacted]

[redacted]                [redacted]
                    [redacted] [redacted]
                    [redacted]
[redacted]      [redacted]
[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 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 products she ordered from an Etsy seller (the “Seller”) were not received. To clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operated a shop on Etsy.  
According to our records, the Seller no longer qualifies to sell on Etsy, and will not be returning to the site. The Customer was issued a full refund by Etsy on behalf of the Seller earlier today, January *, 2015.  The Customer may wish to note that it typically takes 2 to 5 business days for the refund to be reflected in their bank account or card statement.
In the event the Customer has any further questions about this refund, she 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.

Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the rejection filed March [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 seller on
the Etsy site and as such agreed to Etsy’s Terms of use.
In the rejection,
the Customer states (1) that Etsy must apply its Terms of Use to all members
and (2) that Etsy must refund the Customer’s transaction fees.
Regarding (1),
Etsy does not discriminate in the application of its Terms of Use. Etsy was not
singling out the Customer. One seller seeing others violating Etsy’s
policies doesn't make it appropriate for that seller to list non-qualifying
items in their shop. Generally, listings aren't reviewed before they go
live on Etsy. This means that there may be some listings that do not meet Etsy’s
requirements. We encourage Etsy members to report non-qualifying listings to us
using the “Report this item” link at the bottom of each listing page. For
privacy reasons, Etsy cannot comment on the status of a member’s account with
anyone except that member.
Regarding (2), on March [redacted], 2014 (after the Customer
submitted this rejection) Etsy’s Billing Team reached out to the Customer and
issued a refund to the Customer’s credit card for the balance the Customer has
described in her previous complaints. If the Customer has any further
questions, she can reply to the Etsy billing agent that reached out to her.
Etsy considers this matter closed.
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:

[What I received was not packaged appropriately for sale, the computer showed one image but whenever they sent it, was without any type of directions nor did it have the photo that was shown on the computer. And I'm asking for my money back.]
 
 
 
 
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]If that is the stand of Etsy than they should take down all of the 1000 other exact listing that are Dust bags. They also should refund my money that they took or is this another racket of this company They are discriminating against me if they follow there guide lines than everyone should  , Maybe I should have just sold off line to a buyer cutting them out I followed there guide lines.. Esty puts out guide lines and does not even follow them themselves. As stated themselves these are unique items they can't prove that they are not [redacted] . Esty should get off the soap box they have no ethics.
 
 
 
 
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]                [redacted]

Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated September **, 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. The Customer also states that she would like to cancel this order and receive a refund from the Seller.
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.
Although the Customer may request for their order to be canceled and refunded, on Etsy only the Seller can cancel an order and issue a direct refund.  However, if the Customer receives neither a refund nor their order, they may open a case for the applicable transactions when their order becomes eligible on October **, 2014. Opening a case provides a formal way for Customers and Sellers to work together to resolve an incomplete transaction.

In the event the Customer requires assistance in opening a case, 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.

[redacted]

[redacted]                [redacted]
                    [redacted] [redacted]
                    [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 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] And [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, “Etsy will not grant any refunds for charges related to clicked Ads.”

In the rejection, the Customer continues to allege that unknown changes in their account resulted in unwanted fees.
This matter has been thoroughly investigated by both the Promoted Listings team and the Billing team. They were unable to determine that the changes made to the Customer’s account were a result of a malfunction of the system.
The advertising benefits this Customer received as a result of the ad campaign have already been received by the Customer. As the Customer has received these services, in accordance with Etsy’s policies, we are not able to give any credits with regard to Promoted Listings.

In the event the Customer has further questions about their bill, they may wish to reach out to our Billing team directly ([redacted]).
We are sorry to hear that the Customer was concerned by these fees their 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.

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

Dear Mediator:

This letter sets forth Etsy’s position regarding 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 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.
I see according to our records that the Customer did not open a case on Etsy for this transaction. 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, as previously advised by an Etsy Administrator, the 60 day window to open a dispute for this order has expired.
The Customer has also stated that they wish to edit their previous review for the item. Unfortunately, the ability to edit a review expires 60 business days after the estimated delivery date. Per the Customer’s request, we have removed the original review for this order. We are unable to allow a new review to be left.
In the event the Customer has any further questions about Etsy’s dispute or review systems, 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]
[redacted]

March [redacted], 2014
To:                   [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 “**”) is an Etsy member and agreed with Etsy’s Terms of Use.
The Etsy Terms of Use state, “Etsy reserves the right to refuse service to
anyone, for any reason, at any time.” The Terms of Use also state, “Your
Content and your use of Etsy shall not . . . [i]nfringe upon any third-party's copyright, patent, trademark,
trade secret or other proprietary or intellectual property rights or rights of
publicity or privacy.”
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.”
Unfortunately,
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.
The
Customer was an Etsy member and agreed with Etsy’s Terms of Use and other site
policies.  Per the Terms of Use and other
site policies, Etsy refused selling privileges to the Customer due to a history
of violations of Etsy site policy in an account deemed to be associated with her.
Etsy terminated the selling privileges of the related accounts as well.
Etsy
considers the matter closed at this time.  If you have any questions, feel
free to contact me at [redacted]
Sincerely,
Etsy, Inc.

[redacted]
[redacted]
[redacted] [redacted]
[redacted]
[redacted]
[redacted] [redacted]
Dear Mediator:
This letter sets forth Etsy’s position regarding the complaint filed October **, 2016 against Etsy, Inc. (“Etsy”). To use the site, each individual must agree to Etsy’s Terms of Use and other site policies. As [redacted] (the “Customer”) stated in the complaint, the Customer was a seller on the Etsy site and as such agreed to Etsy’s Terms of Use and site policies.
In the rejection, the Customer states that Etsy did not respond to his inquiries, and that his shop is unrelated to the account which had multiple notices of intellectual property infringement, leading his own shop to be closed. He requests that Etsy investigates his account and instructs him on how to have his shop reopened.
Etsy’s Intellectual Property Policy, to which the Customer agreed, state that Etsy terminates account privileges of members who receive repeat notices of intellectual property infringement ([redacted]), extending to all shops the member is involved in operating.
Etsy received many notices of infringement citing the Customer’s shop, “[redacted],” and Etsy revoked that account’s selling privileges on September *, 2013. Etsy also informed the Customer that opening a new account would result in the permanent revocation of all account privileges. Etsy terminated the Customer’s account privileges for the shop “[redacted],” on September **, 2016 when it came to our attention that the Customer violated Etsy’s policies by opening this account after the first was closed. Etsy’s decision to revoke the Customer’s account privileges is final and permanent.
We informed the Customer via email of this closure on September **, 2016. On September **, 2016, Etsy again informed the Customer that his account privileges had been revoked due to this policy violation. Etsy again emailed the Customer on October **, 2016, informing him about the revocation of shop privileges, and to reiterate that the original closed shop, “[redacted],” and the Customer’s new shop, “[redacted],” were related by sufficient overlapping information. We also informed the Customer that our decision to revoke his account privileges is final and permanent.
Due to the Customer’s violation of our policies by opening a new account after he had been refused services, Etsy will not reconsider our decision to revoke the Customer’s account privileges.
Etsy considers this matter closed. If you have any questions please contact me at [redacted].
Sincerely,
[redacted]
Etsy, Inc.

[redacted]
 
[redacted]                            [redacted]
                                    [redacted]
                                    [redacted]             [redacted]                             [redacted]
 
 
Dear Mediator:
 
This letter sets
forth Etsy’s position regarding the complaint filed September [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 her rejection, he was a seller on
the Etsy site and as such agreed to Etsy’s Terms of use.
 
Etsy’s Terms of
Use, to which the Customer agreed, state, “Your Content and your use of Etsy
shall not: Infringe upon any third-party's copyright, patent, trademark, trade
secret or other proprietary or intellectual property rights or rights of
publicity or privacy.” Our policies also state, “Etsy
reserves the right to refuse service to anyone, for any reason, at any time.”
 
Etsy’s
Intellectual Property Policy, which is in accordance with the Digital
Millennium Copyright Act, stipulates, “Etsy may act expeditiously to respond to
a proper notice [of infringement] by (1) removing or disabling access to
material claimed to be subject of infringing activity; and (2) removing and discontinuing service to
repeat offenders” (emphasis added). This includes all accounts Etsy
determines a member may be associated with.
 
In the Customer’s rejection,
the customer states that Etsy should not have terminated her account privileges.
The Customer requests re-instatement of her account and requests that Etsy
substantiate the claims against her account.
 
The Customer
opened the account ‘[redacted]’ on 11/**/10. Etsy received notices from
[redacted]. on 6/*/13, 7/**/13, 7/**/13 and 8/*/13 that the Customer was
infringing their intellectual property. Each time we received a notice, we
informed the Customer about it and explained that repeat notices may result in
account termination. Etsy made the decision to revoke the Customer’s selling
privileges upon the notice we received on 8/*/13.
 
When we revoked
the Customer’s selling privileges, we explained that opening new accounts would
result in refusal of service. The Customer then proceeded to open new shops on
Etsy. As a result, Etsy refused service to those accounts as well. We will
continue to refuse service to new accounts created by the Customer, as the
Customer violated Etsy’s Terms of Use despite many warnings we sent the
Customer.
 
If the Customer
has complaints about the notices we received, or wishes to substantiate them,
she may wish to reach out to the party that sent notice to Etsy. Contact
information is provided in the emails we sent upon processing notice. Etsy
ensures that all notices meet the standards provided in our policies: [redacted]
 
As a result of
repeat notices of infringement and violation of our Terms of Use, we made the
difficult decision to refuse service to the Customer. Etsy’s decision in this
matter is final and Etsy considers this matter closed.
 
If the Customer
has further questions she may wish to email [redacted]
 
 
Sincerely,
 
[redacted].

[redacted]
 
[redacted]                   [redacted]
                        [redacted]
                        [redacted]         [redacted]                   [redacted]
 
Dear
Mediator:
 
This letter
sets forth Etsy’s position regarding the complaint dated June *, 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 states that she did not receive an item she ordered from
an Etsy seller. To clarify, the seller that the Customer purchased from is not an employee of Etsy, but rather
an individual who operate a shop on Etsy.
 
According
to our records, the Customer is eligible to open a case with Etsy’s dispute
system by July *, 2014. The
Customer may review our case system help page found at [redacted] for more information. Once the eligibility to file a case expires it cannot be
reinstated. Should the Customer have any questions about this process she may
contact [redacted]. She may also choose to contact the credit card company
used for the transaction.
 
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 name is : [redacted]
My complaint is that I am being/have been charged for a seller's account when my selling privileges have been revoked. 
I would like to see a monthly breakdown of the charges as well a total. 
I would also like to see a monthly breakdown of which months I was eligible to sell and had active listings.
I am completely willing to pay the amounts for the months in which I had active listings.
Finally, depending on the total of the bill (even for the months in which I was unfairly charged), I would be willing to pay the total if my selling privileges are re-instated.
 
 
 
 
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);">
[redacted]

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

Dear Mediator:

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 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 from whom the Customer purchased is not an employee of Etsy, but previously operated a shop on Etsy.com.

Although the Seller was still operating a shop on Etsy when the Customer placed her order, the Seller no longer qualifies to be a member of Etsy and will not be returning to the site. Even though the Customer is unable to file a case for this order on Etsy, she can still open a refund claim based on her payment method.
As explained to the Customer by an Etsy Administrator on December **, because the Customer paid for this order via [redacted], Etsy does not have access to her payment. For this reason, Etsy is unable to issue a refund on the Seller’s behalf. The Customer may wish to contact [redacted], or her bank or credit card issuer, to see whether she is 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.

Etsy sounds good but all that glitters is not gold. Everything is hunky dorey until something goes wrong and then they claim they have nothing to do with it. If they take money and charge fees, they should not be able to leave buyers/sellers to fend for themselves...which they do thanks to their legal mumbo jumbo they like to pull out.

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]  They did not have a proble accepting my money so to me that is who I am looking to retify the issue.
 
 
 
 
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]
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, “If Etsy terminates a listing or your account, if you close your account, or if the payment of your Etsy fees cannot be completed for any reason, you remain obligated to pay Etsy for all unpaid fees plus any penalties, if applicable.”

In the complaint, the Customer claims that his account was suspended, and he has received a bill during this time.
When the Customer contacted Etsy on December *, the Customer was advised by an Etsy Administrator how to view an itemized breakdown of the bill.
For more information about Etsy’s fees, the Customer can refer to our Fees Policy page: [redacted]

In the event the Customer requires additional assistance with paying the bill, we would encourage them to reach out to our Billing team directly ([redacted]).
We’re sorry to hear that the Customer was concerned by this balance in his 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 me at [redacted].  

Sincerely,


[redacted]
Etsy, Inc.

I bought a necklace on Etsy. There was no way to contact the owner when I realized that Etsy had automatically used my billing as my shipping address. Finally, when the owner called to let me know that my order had returned, I gave her the correct shipping address. I never got my order. I sent a complaint to Etsy 6 months ago and Etsy has never replied. I will go to my bank and have them dispute this order, but I am disappointed in Etsy. I will never use this website again.

[redacted]

[redacted]                [redacted]
...

                    [redacted]
                    [redacted]
[redacted]      [redacted]
[redacted]                [redacted]
Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated December **, 2014 against Etsy, Inc. (“Etsy”) by [redacted] (the “Complainant”). Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods.
In the complaint, the Complainant claims to have unauthorized charges on her credit card. The Complainant was contacted by an Etsy Administrator on January *, 2015. The Etsy Administrator requested additional information necessary to locate the unauthorized charges. The Complainant was unwilling to provide this information. Without this information, we are unable to investigate this matter further.
In the complaint, the Complainant also requests personal information of an Etsy member. Etsy’s Privacy Policy states “Etsy will not disclose a member’s name, email address or other personal information to third parties without the member’s explicit consent.” Based on the information provided by the Complainant, we are unable to comment on another member's account. However, Etsy will comply with a proper formal legal request (e.g., a subpoena, court order).
The Complainant may wish to contact her local authorities regarding the unauthorized charges. Etsy’s Privacy policy states that “Etsy may release personal information to a third-party in order to protect, establish, or exercise our legal rights or defend against legal claims; comply with a subpoena, court order, legal process, or other legal requirement; or when we believe in good faith that such disclosure is necessary to comply with the law, prevent imminent physical harm or financial loss, or investigate, prevent, or take action regarding illegal activities, suspected fraud, threats to our property, or violations of Etsy's Terms of Use.”
We are sorry to hear of the concern caused by these charges. In the event the Complainant would like further assistance with this matter, we would encourage her to reach out to our Verification team directly at [redacted].

Etsy considers the matter closed at this time.

Sincerely,

[redacted]
[redacted]