Etsy, Inc.

[redacted]
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[redacted]...

[redacted]
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[redacted]
Dear Mediator,
This letter sets forth Etsy’s position regarding the complaint dated September [redacted], 2016 against Etsy, Inc. (“Etsy”). Etsy’s service, located at 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]). As [redacted] (the “Customer”) explained in the complaint, the Customer was a seller on the Etsy site and as such agreed to Etsy’s Terms of Use.
In the complaint the Customer states that Etsy closed their shop, “[redacted],”  and did not give the Customer any notice or chance to fix his shop.
All items listed for sale on Etsy’s site must be handmade, vintage or craft supply [[redacted]]. Etsy’s Handmade Policy states that all items listed for sale must be handmade by the seller, not resold from commercial sources ([redacted]). Also, Etsy’s policies require that sellers accurately represent the size, scale, and location of their business, as well as the employees involved in running the shop. Etsy’s Terms of Use also state that Etsy may refuse service to anyone, at any time, and for any reason ([redacted]).
Etsy’s Marketplace Integrity team reviewed the Customer’s shop and determined that it did not qualify to be on the Etsy Marketplace. Etsy informed the Customer of this decision on September **, 2016. The Marketplace Integrity team also determined that based off the material in the Customer’s shop, the shop posed too much of a risk to reconsider the decision to revoke the Customer’s selling privileges.
Based on the multitude of  violations of Etsy’s handmade policy in in “[redacted],”, Etsy permanently revoked the Customer’s account privileges.
Etsy considers this matter closed. If you have any questions please contact me at [redacted]
Sincerely,
April K[redacted]
Etsy, Inc.

[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 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 rejection, the Customer states that she does not accept the previously provided screencaps as proof that we replied to her emails on April * and May **, 2014.  Please note that the information blurred out in the email screencap contained personally identifying information of the Etsy team member that responded to the Customer's email.  The Customer was provided with direction on how to file a case, and we are sorry that this information was not received by the Customer.

Once again, we’re disappointed to hear that the Customer did not have a satisfactory experience with this Seller and wish them luck with pursuing a claim through their credit card provider. 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]
[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]

February **, 2014
 
To:                 
[redacted]
[redacted]
[redacted]
Via Email:      [redacted]
Re:                  Case # [redacted]
 
Dear [redacted]:
 
This letter sets forth
Etsy’s position regarding the Complaint dated February **, 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 Mary Coffey Strand 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 states that she did not receive an item she purchased from an Etsy
seller (the “Seller”) on November *, 2013.
 
The Seller that the Customer
purchased from is not an employee of Etsy, but rather a person who operates a
shop on Etsy. Filing this Complaint against Etsy unfortunately is not an
effective way to resolve this issue with 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.
 
According to our records,
the Customer unfortunately failed to file a dispute with Etsy’s case system by
the February **, 2014 deadline. While we understand that the Seller may have delayed
shipment beyond this deadline, the Customer was free to let us know of these
delays by filing a claim. Unfortunately, since the Customer did not notify us
of this issue in a timely manner, we are unable to assist further with this
transaction.
 
We are sorry to see the
Customer did not have a satisfactory experience with the Seller. We see that the
Customer paid for the transaction using PayPal. The Customer may consider
filing a dispute with PayPal, or reaching out to the bank or financial
institution used. The Customer may also consider continuing to communicate with
the Seller to obtain the desired item.
 
We sincerely hope that this matter
will be resolved 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.

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 business aforementioned in this complaint (henceforth referred to as "Etsy") has made no effort to substantiate it's claims to copyright infringement while continuing to deny access to our accounts. 
Etsy, in its response letter, has claimed that the reason for shutting down our shops it because of complaints originating from [redacted]. who we have contacted numerous times in attempt to learn what activity may have been considered suspicious.  This correspondence has been met with silence on the part of [redacted]. as well as Etsy.  
Our company has made overwhelmingly costly sacrifices while discontinuing SKUs that could theoretically be misinterpreted by [redacted]. or Etsy as being subject to copyright and/or trademark.  Even still, Etsy and [redacted]. remain withholding of any evidence substantiating these claims or any information that could be used by us to recognize which items either entity could possibly be referring to.  We have made every effort to address the claims made by Etsy and [redacted]. and believe to be well within the bounds of Etsy's Terms of Use that we previously have and continue to agree to.  
I have been told by Etsy numerous times in email correspondence that, once these complaints by [redacted]. are addressed, full functionality would be restored by Etsy.  Our shop has been reopened numerous times by Etsy after we have taken action to resolve claims to violations, only to be shut down again, followed by another auto-drafted email which cites the same false violations we had believed to have reconciled, due to the reinstatement of Etsy's services.  
What we want is simple.  If Esty will tell us what SKU's [redacted]. deemed inappropriate (for whatever reason), we will happily discontinue them.  We would also be willing to discontinue all SKU's and/or shops that fall within International Trademark Class 14, which [redacted] operates in (i.e. we will discontinue all jewelry skus) as long as Etsy will reinstate the shop [redacted], which sells SKUs defined under International Trademark Class 3, Hit Number 1181 according to the United States Patent and Trademark Office ([redacted]).  Accordingly and furthermore, [redacted] has made no business contact with [redacted]. whatsoever, yet has suffered greatly from the incoherent ramblings of the company and the subsequent action taken by Etsy to appease [redacted]. by any means necessary whilst compromising objectivity and its stated commitment to moral proceedings. 
Sincerely,
[redacted]

The Customer has been fully refunded for their purchase by the Seller. Would it be possible to close the complaint? Thanks very much, -[redacted]

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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 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 they have not received communication 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.

I see according to our records that the Customer last received communication from the Seller on June **, 2014.  If the Customer has not yet received the product they ordered from the Seller, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance in filing a dispute.  We would further like to note that the Customer is eligible to file a dispute through Etsy’s case system from June **, 2014 to August **, 2014.
We’re sorry to hear that the Customer has not received the product ordered from this Seller and we would be happy to assist them in pursuing a resolution. 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.

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]
/>

October **,...

2015

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

This letter sets forth Etsy’s position regarding the complaint dated December **, 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, which includes Etsy’s Seller Policy.Etsy’s Terms of Use state that “Etsy reserves the right to change, suspend or discontinue any of the Services at any time, for any reason. We will not be liable to you for the effect that any changes to the Services may have on you, including your income or your ability to generate revenue through the Services.”In the complaint, the Customer (who operates as both a buyer and seller in the Etsy marketplace), states that her account was suspended due to overlapping information with another account.
Our records show that Etsy’s Trust team has performed a careful investigation of the Customer’s account and the information which relates to another account on Etsy that had been suspended for policy violations. The volume of overlapping information between these accounts is solid evidence by our standards, and we'll be unable to reconsider our decision. Please note that we do not make the decision to suspend service without great consideration, and will only take action on related accounts if we are confident that they are directly associated with the offending account. In the event the Customer has further questions about the status of their accounts, we would encourage them to reach out to our Trust team directly ([redacted]).

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

Sincerely,

Carly
Etsy, Inc.

[redacted]                [redacted]...

[redacted]
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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 she has not received the purchase she made from a Seller on Etsy (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.

I see according to our records that the Customer received communication from the Seller on September ** that the Customer’s order had been shipped.  The proof of shipment provided by the Seller (USPS Tracking #[redacted] confirms delivery as of September **.  
As a venue, Etsy is unable to hold a Seller responsible for items shipped with tracking to the delivery on the Customer’s receipt.  The Customer contacted Etsy regarding this order on September ** and received a response from an Etsy Administrator on September ** advising the Customer that they may contact the Seller directly for assistance in filing a claim with USPS.   
We’re sorry to hear that the Customer had an unsatisfactory 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]
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[redacted]       [redacted]
[redacted]                [redacted]

Dear Mediator:

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

[redacted]’s Terms of Use state, “[redacted] cannot ensure that a buyer or seller will actually complete a transaction.” [redacted]’s Terms of Use also state, “You release [redacted] (and [redacted]'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 he made from a Seller on [redacted] (the “Seller”) has not been delivered. The Customer also states that they have not received a refund from the Seller.
Pursuant to [redacted]’s Terms of Use, the Customer releases [redacted] from all claims, demands and damages arising out of or in any way connected with this dispute. Transactions on [redacted] occur directly between a buyer and seller. The Seller that the Customer purchased from is not an employee of [redacted], but operates a shop on [redacted].

I see according to our records that the Customer received communication from the Seller on July **, 2014 that the Customer’s order had been cancelled.  In the event the Customer has not been refunded, we would encourage them to reach out to our Trust team directly ([redacted]) for assistance in resolving this concern.  
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 [redacted] from any and all claims, demands, and damages arising from such disputes.

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

Sincerely,


[redacted]
[redacted]

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

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

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'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 her account was suspended without violating our policies and without proper notice. Our records show that because of policy violations, another Etsy account that the Customer holds was suspended. As a result, the accounts the Customer is referencing were suspended as well.  
The Customer’s accounts were suspended for not resolving an open chargeback and for listing non-qualifying items for sale in one or more related accounts.  The Customer was contacted on May [redacted], and ** in regards to the action being taken and what would be required to resolve these concerns.
We do not make the decision to suspend service without great consideration, but a history of transgressions on the Customer’s account has brought us to the conclusion that our relationship must now come to a close. We are not able to reconsider the Customer’s  account status at this time.   

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]
 
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[redacted]                   [redacted] [redacted]
 
Dear
Mediator:
 
This letter
sets forth Etsy’s position regarding the response to our reply to a complaint
dated August *, 2014 against Etsy, Inc. (“Etsy”).
 
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 by using
the site, the Customer 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 Customer is an Etsy member and agreed with Etsy’s
Terms of Use and other site policies. Etsy's policies describe the criteria for
having a shop and listing items in the Etsy marketplace. There are very
specific standards for what can be listed as on the site. The Etsy Terms of Use
state, “By listing an item on the Site you warrant that you and all aspects of
the item comply with Etsy's published policies.” The policies also clearly
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.”
 
Etsy
contacted the Customer as early as November 2011 to request more information
about the Customer’s shop practices and to confirm that the items in the
Customer’s shop qualified to be sold on Etsy. Due to the lack of response provided
by the Customer, as well as several other policy violations, Etsy’s Integrity
team made the difficult decision to revoke the Customer’s account privileges.
 
The
Customer incorrectly claims in the complaint that Etsy “continues to charge” her. Please note
that the Customer has had an outstanding balance of $25.80 since October 2011
and has made no payments since opening her account. There have also been no additional charges on her account since then. We have attached the
Customer’s September and October 2011 billing summary to our response.
 
Unfortunately,
due to the Customer’s history of violations, our decision to close the Customer’s
accounts is final. We ask that she refrain from creating additional accounts.
Should she have any questions she may contact us 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:
?
Per etsy's response my "60 day window to file a dispute" expired on 2/*/14; however, I did not receive my product until 6/**/14.
The problem with this dispute policy is that it is based on the processing time which is controlled by the seller. In this case, Etsy has allowed this shop to post grossly inaccurate processing times leaving buyers without recourse when they finally receive their product. Upon reading  this shop's reviews, Etsy has previously been notified of gross inaccuracies with the shop's processing times but continues to let the shop owner falsely advertize and supply buyers with inaccurate processing times. This policy does not protect consumers.
 
 
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]
/>

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,
Jennifer [redacted]

[redacted]
[redacted]                [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 has not received an order that she purchased from an Etsy seller (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.  

We’re sorry to hear that the Customer did not have a satisfactory experience with this Seller and we would be happy to assist them. At this point in time, however, we have not received a request from the Customer from the email on file with their Etsy account requesting assistance.
In the event the Customer is not able to resolve this with the Seller directly, they may contact our Trust team for more information about our dispute system. Should the Customer have any questions about this process she may contact [redacted].  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.

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

[redacted]                [redacted]
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Dear Mediator:

This letter sets forth Etsy’s position regarding the complaint dated August *, 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.

In the complaint, the Customer claims to have an unknown charge on her credit card. Our records show that the Customer is currently being assisted by members of Etsy’s Trust team, and that this issue has been escalated to Etsy’s Payments team for further review. These Admins are looking into this issue and are continuing to work with the Customer to resolve this matter.
We are sorry to hear of the concern caused by this charge. Our Payments team will be in touch with updates as soon as they are available.
If you have any questions, feel free to contact me at [redacted].  

Sincerely,
Nancy
Etsy, Inc.

Review: My problem was with a company, [redacted], which is associated with your website. The shipping policy is TERRIBLE! I ordered my daughter's first birthday outfit almost one month(August *) prior to her birthday. Not really acknowledging the shipping policy until after I paid for the outfit that my baby would not have the outfit until after her birthday. I contacted [redacted] about my issue and she explained to me that it was set to be shipped on September *, which is two days after her birthday. I asked for a refund and she said no refund could be given and that I either pay 20-25 dollars to get it delievered on time, take the late package, or switch it for another outfit. Neither option was one I wanted to take I just want my money back.

Business

Response:

Review: I ordered a blanket from a seller on the Etsy.com website on March **, 2014. I paid for this item using a credit card. The item was supposed to be shipped on March **, 2014 but I never received it. I tried contacting the seller but this site said that the seller does not exist.Desired Settlement: I would like the blanket I purchased or a full refund of the item plus the shipping cost that I was billed for

Business

Response: