October **, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated December **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use, which includes Etsy’s Seller Policy.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 reasonWe 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 violationsThe volume of overlapping information between these accounts is solid evidence by our standards, and we'll be unable to reconsider our decisionPlease 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 accountIn 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, CarlyEtsy, Inc
[redacted] This letter sets forth Etsy’s position regarding the complaint filed January *, against Etsy, Inc(“Etsy”) Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsIndividuals may open up their own shop on Etsy to sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [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 her shop but other shops selling the same items were allowed to remain openThe Customer requests that Etsy contact her to explain why her shop was closedEtsy’s policies state, “Everything listed for sale on Etsy must be handmade, vintage, or a craft supply [redacted] ).” They also state that Etsy may refuse service to anyone, at any time, for any reason( [redacted] )If Etsy has reason to believe that items being sold in an account do not comply with our policies, we may investigate.Etsy’s Marketplace Integrity Team investigates whether members are selling material in accordance with our policiesCommercial items may not be sold on Etsy, because we do not consider them handmade, vintage (unless they are over years old) or craft supplyOn December **, 2016, it came to our attention that the Customer’s shop may not qualify to be on Etsy’s Marketplace because her items appeared to not be handmade, and were commercially availableAfter an investigation by the Marketplace Integrity Team in which they determined that the seller’s items indeed did not qualify as handmade, the Customer’s shop was suspendedEtsy emailed the Customer the same day, on December **, to explain that the items listed in the Customer’s shop did not qualify to be sold on Etsy, and her selling privileges had been revoked.On January *, 2017, Etsy responded to an email from the Customer, reiterating our first email and explaining why the Customer’s shop was closedEtsy provided further information to the Customer in response to her emails on January *, 2017, and twice on January *, Each time, Etsy explained why the Customer’s selling privileges were revokedFurthermore, Etsy explained to the Customer that all other shops on Etsy are subject to the same set of policies, and may be investigated in the same wayThe Customer was not singled outEtsy considers this matter closedIf the Customer has questions, she can reach out to [redacted] If you have any questions please contact me at [redacted] Sincerely,AprilEtsy, Inc
Dear Mediator:This letter sets forth Etsy’s position regarding the complaint dated May **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”In the complaint, the Customer claims that she purchased a dress from a seller on Etsy (the “Seller”) and that she was disappointed with the quality and color of the dress she receivedThe Customer states that she would like to return her dress for a refund.Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.Our records show that, on May **, the Customer opened a Not as Described case on Etsy for her orderTo clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case based on the overall quality of an item received.Because Etsy is a venue, each seller may have different policies in regards to returns and customer satisfactionWhile we encourage sellers to practice superior customer service, we can not guarantee that this will always be the caseSome sellers may offer a replacement or a refund in this circumstance, but these resolutions are not required by EtsyWe’re sorry to hear that the Customer has not had a positive experience with this SellerIn the event the Customer requires additional assistance from Etsy, we would encourage her to reach out to our Trust team directly ( [redacted] ) Etsy considers this matter closed at this time If you have any questions, feel free to contact [redacted] Sincerely,CamilleEtsy, Inc
[redacted] Dear Mediator:This letter sets forth Etsy’s position regarding the complaint filed October **, against Etsy, Inc(“Etsy”)To use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [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 closedHe requests that Etsy investigates his account and instructs him on how to have his shop reopenedEtsy’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 operatingEtsy received many notices of infringement citing the Customer’s shop, “ [redacted] ,” and Etsy revoked that account’s selling privileges on September *, Etsy also informed the Customer that opening a new account would result in the permanent revocation of all account privilegesEtsy terminated the Customer’s account privileges for the shop “ [redacted] ,” on September **, when it came to our attention that the Customer violated Etsy’s policies by opening this account after the first was closedEtsy’s decision to revoke the Customer’s account privileges is final and permanentWe informed the Customer via email of this closure on September **, On September **, 2016, Etsy again informed the Customer that his account privileges had been revoked due to this policy violationEtsy 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 informationWe also informed the Customer that our decision to revoke his account privileges is final and permanentDue 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 privilegesEtsy considers this matter closedIf you have any questions please contact me at [redacted] .Sincerely,***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 becauseEtsy's unableness to mediate the case any further because "the customer didn't provide proof that the item was "not as described" is incorrectI already submitted 3-sets of photographs depicting the item as not as describedThe Etsy Trust team closed the case abruptly and implusively without communicating to me anythingThey requested photos (that I already sent) then when I stated I was not going to submit the same photographs for the 4/5th timeMy comment was that I wasn't going to submit the photographs because it was ludicrous, because I have already done thatThe next thing that happened was "Etsy closed the case." It seems as if no one looked into this situation between the seller and myselfJust quickly and impulsively responded when I said I wasn't going to submit the 4/set of photos and closed the case and justified it as if I was not providing proof, of which, I already didExtension accent ribbons on a wreath, does not make it 5" larger in diameterThe way the item was describedThe seller offered to credit the $for the wreath, but my issue was the $in shipping I was going to have to incurI don't feel I'm responsible for incurring the $cost when the item was not described correctlyIt says I declined the resolutionThis is inaccurateThese responses from Etsy are unacceptableIf they have/share no responsiblities with their sellers, why do they have return policies stated, where "item not described" is an appropriate catagory? I find Etsy's customer service absolutely horrificOverheard a conversation the other day in the school pickup line where a lady was complaining to another that she ordered tshirts from Etsy, they arrived incorrect and the seller wasn't going to refund her shipping either way eitherAnd she was opening a case, trying to dispute it as wellSeems very familiar to meSeems unjust to customers and a very unacceptable business practicesEtsy gains from these transactions, yet accepts no responsibilities, despite what their webpage appears to offer "returns/solutions/etc." Reguiring customers/buyers to agree to membership terms, in order to purchase anything, unbeknownst to the customer, that they have no protection from this company if the sellers are unjust/unethical/immoralThey claim to offer solutions/help, but absolutely do not do that at all, trying to worm around the issue with agreement terms, inaccurate analysis of the cases, etc., Unfair!!!"As previously stated, our records indicate that the Customer filed a Not as Described Case against the Seller on October **The Case was escalated to an Administrator of the Etsy Trust team for review on October **It was determined by the Administrator that Etsy was unable to mediate this case further, as the Customer did not provide proof that the item was “not as described.” The Case was closed on November *.The Customer may note that our records indicate that the Seller offered a resolution to this matter that is within their own shop policiesAs of today, November **, the Customer has declined this resolutionAlthough this case is closed on Etsy, the Customer is welcome to continue working with the Seller directly using Etsy Conversations, Etsy’s onsite messaging tool, if they would like to pursue a resolution.In the event the Customer has any further questions, she may contact our Trust team for more information at [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: The business has reached out to me to resolve this issue and I am willing to accept the resolution they have now presented In reference to complaint ID [redacted] , I find the resolution Etsy has offered is satisfactory to me and the matter has been resolved Sincerely, [redacted]
August **, ** [redacted] [redacted] [redacted] [redacted] ***Via Email: [redacted] Re: Case # [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated August **, **against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellersAs a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for itemsEtsy does not pre-screen users (except for services that require an application) or the content or information provided by usersEtsy cannot ensure that a buyer or seller will actually complete a transaction.”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Complaint, the Customer alleges that the custom order she ordered from an Etsy seller (the “Seller”) was not as describedTo clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy.Our records indicate that, after working with an Administrator on Etsy’s Trust team via email, the Customer opened a case for this transaction on August **, **To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist Customers in resolving these concerns 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] .Etsy considers this matter closed at this timeIf you have any questions, please contact [redacted] Sincerely,CarlyEtsy, 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 through Etsy will not respond to my request for a store credit totalI asked so there are no further misunderstandingsShe offered a store credit when I asked for refunds, but she will not reply to my request for a totalI contacted her four days ago 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: I find it very disturbing as a customer on ETSY website, that they deny themselves any responsibility for sellers decisions/actions that are made on their website despite what their small print agreement statesThe one category listed for acceptable returns in regards to customer satisfaction is "item not as described." The wreath that I ordered was supposed to be 22" in sizeThe wreath is clearly 17-18" circumference as shown in the sets of photographs that I sent on separate occasions(see attached) Extending accent ribbons does not constitute this to be a 22" wreathEtsy and the seller are stating that the wreath was supposed to be approximately 22" in sizeThis wreath was inches shorter in circumferenceThat's not an accurate description from the seller5" on a wreath is quite a size differenceIf it was 21" or 20" I could see an approximate measurement, but this wreath was not described accurately in regards to its sizeThe seller thinks that by extending accent ribbons, that she is justified for a 22" descriptionI am being held captive by semantics at this pointI went on Collections by KG on ETSY to purchase a 22" wreath, I got a 17-18" wreathThis was not what I wantedThe seller Collections by KG refuses to refund shippingI paid $for this wreath and $shippingShe then wants me to return the wreath at a cost of $shipping costsCosting me a total of almost $in shipping costsThis seems extremely unfair to me and I have spent weeks trying to get my money backHow is this fair to me as a customer? I have spent hours and hours of emailing phone calls, etcto get my full refund backHow is it acceptable that ETSY houses these crafters, yet accepts no responsibility when they are taking advantage of customers using their name (ETSY) thinking they are shopping on a reliable, professional, and consumer safe websiteI was not going to submit a 4th set of photographs, because extending one accent ribbon for an accurate 22" measurement seems ludicrous In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] This letter sets forth Etsy’s position regarding the rejection to Etsy’s sixth response, filed October ***, against Etsy, Inc(“Etsy”)To use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [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 and site policies.In the rejection, the Customer states that the seller was unwilling to work with her after Etsy closed the Case she filed Etsy closed the Customer’s Case because the Customer filed a chargeback for this order, and on Etsy, members can only file one means of dispute resolutionThe Customer may wish to continue to try to resolve the dispute with the sellerShe may also wish to contact her credit card company regarding any outstanding charges.Etsy is unable to force the seller to provide a refund or replacement to the CustomerThe seller [redacted] is a third-party member who uses Etsy’s service to sell items, and is not an employee of EtsyIn accordance with Etsy’s Terms of Use, the Customer releases Etsy from all disputes in connection with the purchase ( [redacted] .These situations are unfortunate but rareMost transactions on Etsy take place without incident.Etsy considers this matter closedIf you have any questions please contact me at [redacted] Sincerely,AprilEtsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator:This letter sets further forth Etsy’s position regarding the complaint dated May *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”By agreeing to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”In the rejection, the Customer states that she should be refunded for her purchase by recoupment of funds, as she believes the purchase she made from a seller on Etsy (the “Seller”) was misrepresented.The Customer may wish to note that, while opening a Not as Described case provides buyers with the ability for Etsy to take a closer look at what they’ve received as compared to what the seller listed on Etsy, Etsy does not have the ability to mediate such disputes outside of our case systemOnce the option to open a case expires, it can’t be reinstated, and Etsy is unable to mediate Not as Described concerns.Furthermore, for Etsy to determine whether or not an item is Not as Described, proof in the form of images of the item would need to be providedBecause buyer is no longer possession of the item for investigation, we would be unable to determine the nature of the item, and therefore are unable to recoup payment made to the Seller to return to the CustomerThe Customer may also wish to note that, as a venue, Etsy does not enforce the lawThough sellers are required to list their items accurately, we are unable to investigate these concerns for the reasons stated aboveMoreover, our Buyer Policy states: “Etsy will attempt to help you resolve disputes in good faith and based solely on our interpretation of our policies, in our sole discretion; we will not make judgments regarding legal issues or claimsEtsy has no obligation to resolve any disputes.”Finally, the Customer states in her rejection that she was unaware of case eligibilityThe Mediator may wish to note that information about Etsy’s case system can be found in our Terms of UseA link to the Help article which explains case eligibility is included in those terms, which can be found here: [redacted] In the event the Customer has any further questions, we would encourage her to continue working with our Trust team at [redacted] .Etsy considers this matter closed at this timeIf you have any questions, please contact me at [redacted] .Sincerely,CamilleEtsy, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Etsy's case system does nothing to resolve the situation I'd like to add the contact information for the seller, Ashley T*** [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: They have reopened my case due to their policy of not as describedBased on the example of not as described emailed to me by an Etsy Trust representative, I resubmitted my complaint and evidenceI was told that in order to receive my refund, my dress must be a different color scheme, material and/or style from the advertisedSince my dress was not a straight cut at the neckline but a "sweetheart" it is eligible under style portion of their explanationMy dress being orange with green circles instead of blue Also makes it eligible for a refund based on their color criteria on their npolicyI see no reason why they cannot resolve my case fairly solely based on the information provided by me based on their explanation of refundable expectationsI feel, as of now, that Etsy might try to rule my case in favor of the vendor despite my merchandise qualifying under not as described policy they described to meAll I want is my entire refund including shipping costs In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter sets forth Etsy’s position regarding the complaint dated August **, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”In the complaint, the Customer claims that she purchased an item from a seller on Etsy (the “Seller”) and that she was disappointed with the size of the item she receivedThe Customer states that she would like to return her item for a refund.Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on [redacted] .Our records show that, on August *, the Customer opened a Not as Described case on Etsy for her orderTo clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concernsWhen opening the case, the Customer indicated in the case log that she has altered the item upon receipt by sanding in the inside edge of the item.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case on an item that has been altered within the buyer’s possession.You can find more information about transactions which are ineligible for mediation through our case system in the following Help article [redacted] Because Etsy is a venue, each seller may have different policies in regards to returns and customer satisfactionWhile we encourage sellers to practice superior customer service, we can not guarantee that this will always be the caseSome sellers may offer a replacement or a refund in this circumstance, but these resolutions are not required by EtsyWe’re sorry to hear that the Customer has not had a positive experience with this SellerIn the event the Customer requires additional assistance from Etsy, we would encourage her to reach out to our Trust team directly ( [redacted] ) Etsy considers this matter closed at this timeIf you have any questions, feel free to contact [redacted] Sincerely,FrankieEtsy, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Hi again, I emailed you and to etsy on October [redacted] details with images, I'm not sure if I send it to the wrong email, I just forwardedto you again to go over.Please let me know if you got my messages with detailed photos.Thanks [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated February **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of UseEtsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”In the complaint, the Customer claims that she purchased macaroons from a seller on Etsy, (the “Seller”) and that the order she received was wrong.As is stated in our Terms of Use, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.According to our records, the Customer has not yet opened a case on Etsy for this transaction.To clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an orderAlthough, as a venue, Etsy is not directly involved in the transaction, Etsy Administrators may be able to assist in the mediation of some disputes through this case system.The Customer may note that the day window in which she is eligible to file a case for this transaction began on February *, and will expire on April *, If the Customer does not file a case before that date, that option will no longer be available and will not be reinstated.In the event the Customer continues to have questions about this matter, or needs further assistance in opening a case, we would encourage her to reach out to the Trust team at [redacted] .Etsy considers the matter closed at this time If you have any questions, feel free to contact [redacted] Sincerely, CamilleEtsy, Inc
v\: [redacted] o\: [redacted] w\: [redacted] Etsy, Inc / [redacted] Style Definitions */ [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint filed July **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsIndividuals may open up their own shop on Etsy to sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [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 his Etsy account was closed without basis, while others were allowed to sell similar materialThis is incorrectEtsy revoked the Customer’s account privileges because of violations of Etsy’s Terms of Use and site policies As the Customer states in his complaint, he assumed it was because “the products I was selling did not fully comply with their 'handmade/crafted' requirement.” Etsy’s policies state, “Everything listed for sale on Etsy must be handmade, vintage, or a craft supply.” They also state, “Etsy may refuse service to anyone, at any time, for any reason.” [redacted] Etsy’s Marketplace Integrity Team investigates whether members are selling material in accordance with our policiesOn July **, 2016, we explained to the Customer that the material he was attempting to sell violates Etsy’s policies as he was reselling commercial materialEtsy then revoked the Customer’s selling privilegesAfter the Customer’s inquiry, we followed up again on July **, with the following: “To be clear, all listings in our marketplace are subject to the same set of policiesRegardless of other sellers' actions, it is still your responsibility to comply with Etsy's Seller Policy, which you agreed to follow when you opened your shop.” Etsy is not a pre-screened siteSimply because others may be violating our policies does not permit the Customer to violate Etsy’s policiesIf the Customer finds that another member may be violating our policies, he can report them to our Marketplace Integrity Team who will investigate privately The Customer’s selling privileges were revoked because of violations of Etsy’s policies, as the Customer indicated he was in fact violatingThe Customer may continue to use Etsy as a buyer only Etsy considers this matter closedIf you have any questions please contact me at [redacted] Sincerely, Danny Etsy, Inc
[redacted] Dear Mediator:This letter sets forth Etsy’s position regarding the complaint filed October *, against Etsy, Inc(“Etsy”) To use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [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 complaint, the Customer states that he received fraudulent notices of intellectual property infringement his account was closed, and that he received no communication from Etsy as to why this happenedThis is incorrectHe requests a response to his questions.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] )Etsy received many notices of infringement citing the Customer’s shop, “ [redacted] ,” and each time we received a notice Etsy informed him that repeat notices of infringement could result in the termination of shop and/or account privilegesOn September *, 2013, Etsy revoked that account’s selling privilegesEtsy also informed the Customer that opening a new account would result in the permanent revocation of all account privilegesEtsy’s Terms of Use also state that Etsy may terminate an account (and any related accounts) at any time, for any reason, and without advance notice ( [redacted] ).Etsy terminated the Customer’s account privileges for the shop “ [redacted] ,” on September **, when it came to our attention that the Customer violated Etsy’s policies by opening this account after the first was closedEtsy’s decision to revoke the Customer’s account privileges is final and permanentWe communicated this to the Customer on September **, In our communication with the Customer we also explained that the two accounts shared sufficient information for us to consider them relatedDue to the Customer’s violation of our policies by opening a new account after he had been refused services, Etsy will not reinstate the Customer’s account privilegesEtsy considers this matter closedIf you have any questions please contact me at [redacted] .Sincerely,***Etsy, Inc
*** [redacted] [redacted] [redacted] *** [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the Complaint filed against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsIndividuals may open up their own shop on Etsy to sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [redacted] (the “Customer”) stated in the complaint, the Customer is 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 her shop Etsy’s Intellectual Property Policy states, “Etsy terminates account privileges of members that are subject to repeat notices of intellectual property infringement in appropriate circumstances and at Etsy’s discretion.” ( [redacted] )Our Terms also state, “Etsy reserves the right to change, suspend or discontinue any of the Services at any time, for any reason.” ( [redacted] )The Customer operated a shop on EtsySince that time, Etsy received multiple notices of intellectual property infringement regarding this member’s accountWe note that the Customer received numerous notices of infringement from parties such as [redacted] , and [redacted] ***Each time we were contacted, we removed the allegedly offending material and contacted the CustomerWe indicated to the Customer that receipt of repeat notices of infringement may result in account termination As a result of the receipt of repeat notices about the Customer’s account and violation of Etsy’s Terms of Use, we decided to revoke the Customer's shop privilegesIf the Customer has any questions she may wish to contact [redacted] or the parties that sent Etsy the notices.In the event the Customer attempts to open a new shop on Etsy in violation of this action, Etsy may revoke all buying and selling privileges to the Customer permanently and indefinitelyEtsy considers this matter closed Sincerely, PatriciaEtsy, Inc
February **, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator:This letter sets further forth Etsy’s position regarding the complaint dated January **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” In the rejection, the Customer claims that the vests she purchased from a seller on Etsy (the “Seller”) were not as described in the listing she purchased from, and asks that Etsy review the cases filed for these transactions to reconsider the determinations madeAccording to our records, the Customer opened two cases on Etsy, one for each of the vests she received from the SellerOur records indicate that the first case, which the Customer opened because of a flaw on the back of the vest, was closed on January [redacted] in accordance with Etsy’s policiesAs was explained in the case log for this case, “we cannot mediate a case based on the overall quality of an item received, rather we must make a not as described determination based on detailed differences between what is received by the buyer as compared to the seller's listing.” As such, we’re unable to reconsider our decision and the case will remain closed.Our records also show that the second case was opened by the Customer due to the fact that the Customer believed they had also ordered a brown and white vest in a separate order, but an additional black and white vest was receivedThis case was also closed in accordance with Etsy’s policies, as we did not find that there were material differences between the vest received and the item’s listing description and photographsTo be clear, after thoroughly reviewing the second order and case, it appears that the seller does not offer a brown and white vest optionThe listing description and photographs which the buyer purchased from do not depict a brown and white vest, nor do they state that a brown and white color choice is availableAlthough the buyer may have noted that they would prefer a brown and white vest, in a message to the seller sent at time of purchase, we can not hold the seller accountable for providing a brown and white vest as this was not an option offered or described in the listing purchased by the CustomerIf the Customer has not yet done so, they may consider reviewing this Etsy Help article, which further explains case resolutions on Etsy: [redacted] The Customer may also note that, our records indicate that the Seller offered a resolution to this matter that is within their own shop policies when working with the buyer in the case logsAlthough these cases have been closed on Etsy, the Customer is welcome to continue working with the Seller directly using Etsy Conversations, Etsy’s onsite messaging tool, in attempt to reach an amicable resolution The Customer is also welcome to reach out to our Trust team directly, at [redacted] , should they continue to have questions about these cases or our dispute resolution processEtsy considers this matter closed at this time If you have any questions, feel free to contact [redacted] Sincerely,CarlyEtsy, Inc
October **, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated December **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use, which includes Etsy’s Seller Policy.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 reasonWe 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 violationsThe volume of overlapping information between these accounts is solid evidence by our standards, and we'll be unable to reconsider our decisionPlease 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 accountIn 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, CarlyEtsy, Inc
[redacted] This letter sets forth Etsy’s position regarding the complaint filed January *, against Etsy, Inc(“Etsy”) Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsIndividuals may open up their own shop on Etsy to sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [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 her shop but other shops selling the same items were allowed to remain openThe Customer requests that Etsy contact her to explain why her shop was closedEtsy’s policies state, “Everything listed for sale on Etsy must be handmade, vintage, or a craft supply [redacted] ).” They also state that Etsy may refuse service to anyone, at any time, for any reason( [redacted] )If Etsy has reason to believe that items being sold in an account do not comply with our policies, we may investigate.Etsy’s Marketplace Integrity Team investigates whether members are selling material in accordance with our policiesCommercial items may not be sold on Etsy, because we do not consider them handmade, vintage (unless they are over years old) or craft supplyOn December **, 2016, it came to our attention that the Customer’s shop may not qualify to be on Etsy’s Marketplace because her items appeared to not be handmade, and were commercially availableAfter an investigation by the Marketplace Integrity Team in which they determined that the seller’s items indeed did not qualify as handmade, the Customer’s shop was suspendedEtsy emailed the Customer the same day, on December **, to explain that the items listed in the Customer’s shop did not qualify to be sold on Etsy, and her selling privileges had been revoked.On January *, 2017, Etsy responded to an email from the Customer, reiterating our first email and explaining why the Customer’s shop was closedEtsy provided further information to the Customer in response to her emails on January *, 2017, and twice on January *, Each time, Etsy explained why the Customer’s selling privileges were revokedFurthermore, Etsy explained to the Customer that all other shops on Etsy are subject to the same set of policies, and may be investigated in the same wayThe Customer was not singled outEtsy considers this matter closedIf the Customer has questions, she can reach out to [redacted] If you have any questions please contact me at [redacted] Sincerely,AprilEtsy, Inc
Dear Mediator:This letter sets forth Etsy’s position regarding the complaint dated May **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”In the complaint, the Customer claims that she purchased a dress from a seller on Etsy (the “Seller”) and that she was disappointed with the quality and color of the dress she receivedThe Customer states that she would like to return her dress for a refund.Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.Our records show that, on May **, the Customer opened a Not as Described case on Etsy for her orderTo clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concerns.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case based on the overall quality of an item received.Because Etsy is a venue, each seller may have different policies in regards to returns and customer satisfactionWhile we encourage sellers to practice superior customer service, we can not guarantee that this will always be the caseSome sellers may offer a replacement or a refund in this circumstance, but these resolutions are not required by EtsyWe’re sorry to hear that the Customer has not had a positive experience with this SellerIn the event the Customer requires additional assistance from Etsy, we would encourage her to reach out to our Trust team directly ( [redacted] ) Etsy considers this matter closed at this time If you have any questions, feel free to contact [redacted] Sincerely,CamilleEtsy, Inc
[redacted] Dear Mediator:This letter sets forth Etsy’s position regarding the complaint filed October **, against Etsy, Inc(“Etsy”)To use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [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 closedHe requests that Etsy investigates his account and instructs him on how to have his shop reopenedEtsy’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 operatingEtsy received many notices of infringement citing the Customer’s shop, “ [redacted] ,” and Etsy revoked that account’s selling privileges on September *, Etsy also informed the Customer that opening a new account would result in the permanent revocation of all account privilegesEtsy terminated the Customer’s account privileges for the shop “ [redacted] ,” on September **, when it came to our attention that the Customer violated Etsy’s policies by opening this account after the first was closedEtsy’s decision to revoke the Customer’s account privileges is final and permanentWe informed the Customer via email of this closure on September **, On September **, 2016, Etsy again informed the Customer that his account privileges had been revoked due to this policy violationEtsy 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 informationWe also informed the Customer that our decision to revoke his account privileges is final and permanentDue 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 privilegesEtsy considers this matter closedIf you have any questions please contact me at [redacted] .Sincerely,***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 becauseEtsy's unableness to mediate the case any further because "the customer didn't provide proof that the item was "not as described" is incorrectI already submitted 3-sets of photographs depicting the item as not as describedThe Etsy Trust team closed the case abruptly and implusively without communicating to me anythingThey requested photos (that I already sent) then when I stated I was not going to submit the same photographs for the 4/5th timeMy comment was that I wasn't going to submit the photographs because it was ludicrous, because I have already done thatThe next thing that happened was "Etsy closed the case." It seems as if no one looked into this situation between the seller and myselfJust quickly and impulsively responded when I said I wasn't going to submit the 4/set of photos and closed the case and justified it as if I was not providing proof, of which, I already didExtension accent ribbons on a wreath, does not make it 5" larger in diameterThe way the item was describedThe seller offered to credit the $for the wreath, but my issue was the $in shipping I was going to have to incurI don't feel I'm responsible for incurring the $cost when the item was not described correctlyIt says I declined the resolutionThis is inaccurateThese responses from Etsy are unacceptableIf they have/share no responsiblities with their sellers, why do they have return policies stated, where "item not described" is an appropriate catagory? I find Etsy's customer service absolutely horrificOverheard a conversation the other day in the school pickup line where a lady was complaining to another that she ordered tshirts from Etsy, they arrived incorrect and the seller wasn't going to refund her shipping either way eitherAnd she was opening a case, trying to dispute it as wellSeems very familiar to meSeems unjust to customers and a very unacceptable business practicesEtsy gains from these transactions, yet accepts no responsibilities, despite what their webpage appears to offer "returns/solutions/etc." Reguiring customers/buyers to agree to membership terms, in order to purchase anything, unbeknownst to the customer, that they have no protection from this company if the sellers are unjust/unethical/immoralThey claim to offer solutions/help, but absolutely do not do that at all, trying to worm around the issue with agreement terms, inaccurate analysis of the cases, etc., Unfair!!!"As previously stated, our records indicate that the Customer filed a Not as Described Case against the Seller on October **The Case was escalated to an Administrator of the Etsy Trust team for review on October **It was determined by the Administrator that Etsy was unable to mediate this case further, as the Customer did not provide proof that the item was “not as described.” The Case was closed on November *.The Customer may note that our records indicate that the Seller offered a resolution to this matter that is within their own shop policiesAs of today, November **, the Customer has declined this resolutionAlthough this case is closed on Etsy, the Customer is welcome to continue working with the Seller directly using Etsy Conversations, Etsy’s onsite messaging tool, if they would like to pursue a resolution.In the event the Customer has any further questions, she may contact our Trust team for more information at [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
Revdex.com: The business has reached out to me to resolve this issue and I am willing to accept the resolution they have now presented In reference to complaint ID [redacted] , I find the resolution Etsy has offered is satisfactory to me and the matter has been resolved Sincerely, [redacted]
August **, ** [redacted] [redacted] [redacted] [redacted] ***Via Email: [redacted] Re: Case # [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated August **, **against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use state, “Etsy is not directly involved in the transaction between buyers and sellersAs a result, Etsy has no control over the quality, safety, morality or legality of any aspect of the items listed, the truth or accuracy of the listings, the ability of sellers to sell items or the ability of buyers to pay for itemsEtsy does not pre-screen users (except for services that require an application) or the content or information provided by usersEtsy cannot ensure that a buyer or seller will actually complete a transaction.”Etsy’s Terms of Use also state, “You release Etsy (and Etsy's officers, directors, agents, subsidiaries, joint ventures and employees) from any and all claims, demands and damages (actual and consequential) of every kind and nature, known and unknown, suspected and unsuspected, disclosed and undisclosed, arising out of or in any way connected with disputes with one or more users, or an outside party.”In the Complaint, the Customer alleges that the custom order she ordered from an Etsy seller (the “Seller”) was not as describedTo clarify, the Seller that the Customer purchased from is not an employee of Etsy, but rather a person who operates a shop on Etsy.Our records indicate that, after working with an Administrator on Etsy’s Trust team via email, the Customer opened a case for this transaction on August **, **To clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist Customers in resolving these concerns 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] .Etsy considers this matter closed at this timeIf you have any questions, please contact [redacted] Sincerely,CarlyEtsy, 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 through Etsy will not respond to my request for a store credit totalI asked so there are no further misunderstandingsShe offered a store credit when I asked for refunds, but she will not reply to my request for a totalI contacted her four days ago 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: I find it very disturbing as a customer on ETSY website, that they deny themselves any responsibility for sellers decisions/actions that are made on their website despite what their small print agreement statesThe one category listed for acceptable returns in regards to customer satisfaction is "item not as described." The wreath that I ordered was supposed to be 22" in sizeThe wreath is clearly 17-18" circumference as shown in the sets of photographs that I sent on separate occasions(see attached) Extending accent ribbons does not constitute this to be a 22" wreathEtsy and the seller are stating that the wreath was supposed to be approximately 22" in sizeThis wreath was inches shorter in circumferenceThat's not an accurate description from the seller5" on a wreath is quite a size differenceIf it was 21" or 20" I could see an approximate measurement, but this wreath was not described accurately in regards to its sizeThe seller thinks that by extending accent ribbons, that she is justified for a 22" descriptionI am being held captive by semantics at this pointI went on Collections by KG on ETSY to purchase a 22" wreath, I got a 17-18" wreathThis was not what I wantedThe seller Collections by KG refuses to refund shippingI paid $for this wreath and $shippingShe then wants me to return the wreath at a cost of $shipping costsCosting me a total of almost $in shipping costsThis seems extremely unfair to me and I have spent weeks trying to get my money backHow is this fair to me as a customer? I have spent hours and hours of emailing phone calls, etcto get my full refund backHow is it acceptable that ETSY houses these crafters, yet accepts no responsibility when they are taking advantage of customers using their name (ETSY) thinking they are shopping on a reliable, professional, and consumer safe websiteI was not going to submit a 4th set of photographs, because extending one accent ribbon for an accurate 22" measurement seems ludicrous In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] This letter sets forth Etsy’s position regarding the rejection to Etsy’s sixth response, filed October ***, against Etsy, Inc(“Etsy”)To use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [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 and site policies.In the rejection, the Customer states that the seller was unwilling to work with her after Etsy closed the Case she filed Etsy closed the Customer’s Case because the Customer filed a chargeback for this order, and on Etsy, members can only file one means of dispute resolutionThe Customer may wish to continue to try to resolve the dispute with the sellerShe may also wish to contact her credit card company regarding any outstanding charges.Etsy is unable to force the seller to provide a refund or replacement to the CustomerThe seller [redacted] is a third-party member who uses Etsy’s service to sell items, and is not an employee of EtsyIn accordance with Etsy’s Terms of Use, the Customer releases Etsy from all disputes in connection with the purchase ( [redacted] .These situations are unfortunate but rareMost transactions on Etsy take place without incident.Etsy considers this matter closedIf you have any questions please contact me at [redacted] Sincerely,AprilEtsy, Inc
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator:This letter sets further forth Etsy’s position regarding the complaint dated May *, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”By agreeing to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”In the rejection, the Customer states that she should be refunded for her purchase by recoupment of funds, as she believes the purchase she made from a seller on Etsy (the “Seller”) was misrepresented.The Customer may wish to note that, while opening a Not as Described case provides buyers with the ability for Etsy to take a closer look at what they’ve received as compared to what the seller listed on Etsy, Etsy does not have the ability to mediate such disputes outside of our case systemOnce the option to open a case expires, it can’t be reinstated, and Etsy is unable to mediate Not as Described concerns.Furthermore, for Etsy to determine whether or not an item is Not as Described, proof in the form of images of the item would need to be providedBecause buyer is no longer possession of the item for investigation, we would be unable to determine the nature of the item, and therefore are unable to recoup payment made to the Seller to return to the CustomerThe Customer may also wish to note that, as a venue, Etsy does not enforce the lawThough sellers are required to list their items accurately, we are unable to investigate these concerns for the reasons stated aboveMoreover, our Buyer Policy states: “Etsy will attempt to help you resolve disputes in good faith and based solely on our interpretation of our policies, in our sole discretion; we will not make judgments regarding legal issues or claimsEtsy has no obligation to resolve any disputes.”Finally, the Customer states in her rejection that she was unaware of case eligibilityThe Mediator may wish to note that information about Etsy’s case system can be found in our Terms of UseA link to the Help article which explains case eligibility is included in those terms, which can be found here: [redacted] In the event the Customer has any further questions, we would encourage her to continue working with our Trust team at [redacted] .Etsy considers this matter closed at this timeIf you have any questions, please contact me at [redacted] .Sincerely,CamilleEtsy, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Etsy's case system does nothing to resolve the situation I'd like to add the contact information for the seller, Ashley T*** [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: They have reopened my case due to their policy of not as describedBased on the example of not as described emailed to me by an Etsy Trust representative, I resubmitted my complaint and evidenceI was told that in order to receive my refund, my dress must be a different color scheme, material and/or style from the advertisedSince my dress was not a straight cut at the neckline but a "sweetheart" it is eligible under style portion of their explanationMy dress being orange with green circles instead of blue Also makes it eligible for a refund based on their color criteria on their npolicyI see no reason why they cannot resolve my case fairly solely based on the information provided by me based on their explanation of refundable expectationsI feel, as of now, that Etsy might try to rule my case in favor of the vendor despite my merchandise qualifying under not as described policy they described to meAll I want is my entire refund including shipping costs In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] [redacted] [redacted] [redacted] [redacted] [redacted] This letter sets forth Etsy’s position regarding the complaint dated August **, against Etsy, Inc(“Etsy”)Etsy’s service, [redacted] , is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”In the complaint, the Customer claims that she purchased an item from a seller on Etsy (the “Seller”) and that she was disappointed with the size of the item she receivedThe Customer states that she would like to return her item for a refund.Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” To reiterate, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on [redacted] .Our records show that, on August *, the Customer opened a Not as Described case on Etsy for her orderTo clarify, a "case" is Etsy’s dispute platform, which allows Etsy to assist customers in resolving concernsWhen opening the case, the Customer indicated in the case log that she has altered the item upon receipt by sanding in the inside edge of the item.Upon review of this transaction, in accordance with our Terms of Use, the Etsy Administrator assigned to this case determined that this transaction was not eligible for a case, as we cannot mediate a case on an item that has been altered within the buyer’s possession.You can find more information about transactions which are ineligible for mediation through our case system in the following Help article [redacted] Because Etsy is a venue, each seller may have different policies in regards to returns and customer satisfactionWhile we encourage sellers to practice superior customer service, we can not guarantee that this will always be the caseSome sellers may offer a replacement or a refund in this circumstance, but these resolutions are not required by EtsyWe’re sorry to hear that the Customer has not had a positive experience with this SellerIn the event the Customer requires additional assistance from Etsy, we would encourage her to reach out to our Trust team directly ( [redacted] ) Etsy considers this matter closed at this timeIf you have any questions, feel free to contact [redacted] Sincerely,FrankieEtsy, Inc
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Hi again, I emailed you and to etsy on October [redacted] details with images, I'm not sure if I send it to the wrong email, I just forwardedto you again to go over.Please let me know if you got my messages with detailed photos.Thanks [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***
[redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint dated February **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of UseEtsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.”In the complaint, the Customer claims that she purchased macaroons from a seller on Etsy, (the “Seller”) and that the order she received was wrong.As is stated in our Terms of Use, transactions on Etsy occur directly between a buyer and sellerThe Seller that the Customer purchased from is not an employee of Etsy, but rather an individual who operates a shop on Etsy.com.According to our records, the Customer has not yet opened a case on Etsy for this transaction.To clarify, the Etsy case system is a platform where buyers and sellers can work together to resolve issues with an orderAlthough, as a venue, Etsy is not directly involved in the transaction, Etsy Administrators may be able to assist in the mediation of some disputes through this case system.The Customer may note that the day window in which she is eligible to file a case for this transaction began on February *, and will expire on April *, If the Customer does not file a case before that date, that option will no longer be available and will not be reinstated.In the event the Customer continues to have questions about this matter, or needs further assistance in opening a case, we would encourage her to reach out to the Trust team at [redacted] .Etsy considers the matter closed at this time If you have any questions, feel free to contact [redacted] Sincerely, CamilleEtsy, Inc
v\: [redacted] o\: [redacted] w\: [redacted] Etsy, Inc / [redacted] Style Definitions */ [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the complaint filed July **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsIndividuals may open up their own shop on Etsy to sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [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 his Etsy account was closed without basis, while others were allowed to sell similar materialThis is incorrectEtsy revoked the Customer’s account privileges because of violations of Etsy’s Terms of Use and site policies As the Customer states in his complaint, he assumed it was because “the products I was selling did not fully comply with their 'handmade/crafted' requirement.” Etsy’s policies state, “Everything listed for sale on Etsy must be handmade, vintage, or a craft supply.” They also state, “Etsy may refuse service to anyone, at any time, for any reason.” [redacted] Etsy’s Marketplace Integrity Team investigates whether members are selling material in accordance with our policiesOn July **, 2016, we explained to the Customer that the material he was attempting to sell violates Etsy’s policies as he was reselling commercial materialEtsy then revoked the Customer’s selling privilegesAfter the Customer’s inquiry, we followed up again on July **, with the following: “To be clear, all listings in our marketplace are subject to the same set of policiesRegardless of other sellers' actions, it is still your responsibility to comply with Etsy's Seller Policy, which you agreed to follow when you opened your shop.” Etsy is not a pre-screened siteSimply because others may be violating our policies does not permit the Customer to violate Etsy’s policiesIf the Customer finds that another member may be violating our policies, he can report them to our Marketplace Integrity Team who will investigate privately The Customer’s selling privileges were revoked because of violations of Etsy’s policies, as the Customer indicated he was in fact violatingThe Customer may continue to use Etsy as a buyer only Etsy considers this matter closedIf you have any questions please contact me at [redacted] Sincerely, Danny Etsy, Inc
[redacted] Dear Mediator:This letter sets forth Etsy’s position regarding the complaint filed October *, against Etsy, Inc(“Etsy”) To use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [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 complaint, the Customer states that he received fraudulent notices of intellectual property infringement his account was closed, and that he received no communication from Etsy as to why this happenedThis is incorrectHe requests a response to his questions.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] )Etsy received many notices of infringement citing the Customer’s shop, “ [redacted] ,” and each time we received a notice Etsy informed him that repeat notices of infringement could result in the termination of shop and/or account privilegesOn September *, 2013, Etsy revoked that account’s selling privilegesEtsy also informed the Customer that opening a new account would result in the permanent revocation of all account privilegesEtsy’s Terms of Use also state that Etsy may terminate an account (and any related accounts) at any time, for any reason, and without advance notice ( [redacted] ).Etsy terminated the Customer’s account privileges for the shop “ [redacted] ,” on September **, when it came to our attention that the Customer violated Etsy’s policies by opening this account after the first was closedEtsy’s decision to revoke the Customer’s account privileges is final and permanentWe communicated this to the Customer on September **, In our communication with the Customer we also explained that the two accounts shared sufficient information for us to consider them relatedDue to the Customer’s violation of our policies by opening a new account after he had been refused services, Etsy will not reinstate the Customer’s account privilegesEtsy considers this matter closedIf you have any questions please contact me at [redacted] .Sincerely,***Etsy, Inc
*** [redacted] [redacted] [redacted] *** [redacted] *** [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator: This letter sets forth Etsy’s position regarding the Complaint filed against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsIndividuals may open up their own shop on Etsy to sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policiesAs [redacted] (the “Customer”) stated in the complaint, the Customer is 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 her shop Etsy’s Intellectual Property Policy states, “Etsy terminates account privileges of members that are subject to repeat notices of intellectual property infringement in appropriate circumstances and at Etsy’s discretion.” ( [redacted] )Our Terms also state, “Etsy reserves the right to change, suspend or discontinue any of the Services at any time, for any reason.” ( [redacted] )The Customer operated a shop on EtsySince that time, Etsy received multiple notices of intellectual property infringement regarding this member’s accountWe note that the Customer received numerous notices of infringement from parties such as [redacted] , and [redacted] ***Each time we were contacted, we removed the allegedly offending material and contacted the CustomerWe indicated to the Customer that receipt of repeat notices of infringement may result in account termination As a result of the receipt of repeat notices about the Customer’s account and violation of Etsy’s Terms of Use, we decided to revoke the Customer's shop privilegesIf the Customer has any questions she may wish to contact [redacted] or the parties that sent Etsy the notices.In the event the Customer attempts to open a new shop on Etsy in violation of this action, Etsy may revoke all buying and selling privileges to the Customer permanently and indefinitelyEtsy considers this matter closed Sincerely, PatriciaEtsy, Inc
February **, [redacted] [redacted] [redacted] [redacted] [redacted] [redacted] Dear Mediator:This letter sets further forth Etsy’s position regarding the complaint dated January **, against Etsy, Inc(“Etsy”)Etsy’s service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goodsTo use the site, each individual must agree to Etsy’s Terms of Use and other site policies [redacted] (the “Customer”) is an Etsy member and agreed with Etsy’s Terms of Use.Etsy’s Terms of Use include our Buyer Policy, which states, “Etsy provides a venue for buyers to find, learn about, and enter into transactions with sellers around the worldIt is important to note, however, that Etsy is not a part of that transactionBy shopping on Etsy, you understand that:You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;Etsy does not pre-screen sellers and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs or language used in listings or shop policies); andEach seller on Etsy accepts different payment methods and has their own processing times, shipping methods, and shop policies.”Pursuant to Etsy’s Terms of Use, the Customer has agreed to “release Etsy from any claims, demands and damages arising out of disputes with other users or parties.” In the rejection, the Customer claims that the vests she purchased from a seller on Etsy (the “Seller”) were not as described in the listing she purchased from, and asks that Etsy review the cases filed for these transactions to reconsider the determinations madeAccording to our records, the Customer opened two cases on Etsy, one for each of the vests she received from the SellerOur records indicate that the first case, which the Customer opened because of a flaw on the back of the vest, was closed on January [redacted] in accordance with Etsy’s policiesAs was explained in the case log for this case, “we cannot mediate a case based on the overall quality of an item received, rather we must make a not as described determination based on detailed differences between what is received by the buyer as compared to the seller's listing.” As such, we’re unable to reconsider our decision and the case will remain closed.Our records also show that the second case was opened by the Customer due to the fact that the Customer believed they had also ordered a brown and white vest in a separate order, but an additional black and white vest was receivedThis case was also closed in accordance with Etsy’s policies, as we did not find that there were material differences between the vest received and the item’s listing description and photographsTo be clear, after thoroughly reviewing the second order and case, it appears that the seller does not offer a brown and white vest optionThe listing description and photographs which the buyer purchased from do not depict a brown and white vest, nor do they state that a brown and white color choice is availableAlthough the buyer may have noted that they would prefer a brown and white vest, in a message to the seller sent at time of purchase, we can not hold the seller accountable for providing a brown and white vest as this was not an option offered or described in the listing purchased by the CustomerIf the Customer has not yet done so, they may consider reviewing this Etsy Help article, which further explains case resolutions on Etsy: [redacted] The Customer may also note that, our records indicate that the Seller offered a resolution to this matter that is within their own shop policies when working with the buyer in the case logsAlthough these cases have been closed on Etsy, the Customer is welcome to continue working with the Seller directly using Etsy Conversations, Etsy’s onsite messaging tool, in attempt to reach an amicable resolution The Customer is also welcome to reach out to our Trust team directly, at [redacted] , should they continue to have questions about these cases or our dispute resolution processEtsy considers this matter closed at this time If you have any questions, feel free to contact [redacted] Sincerely,CarlyEtsy, Inc