Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello BBB,I am a seller on Etsy, and my shop is *********. My shop started operating in September 2020, but shortly after, Etsy closed my shop. There is $113.11 in my shop's account. Please relay to Etsy to resolve this matter and transfer the money to me.Thank you.

  Business Response

  Date: 06/26/2024

  **** ** **** ***               *** ****** ******** ******                     **************************************************                     ****************** *** ******        ********************************************* ***               **** * ********
  Dear Mediator:
  
  This letter sets forth Etsys position regarding the response to the complaint filed on June 18 2024, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  
  Etsys Terms of Use can be found here:  *****************************************************
  
  In the complaint, the Customer states their account was suspended and they want disbursement of their payment account..
  
  *********************** Terms of Use state We may terminate or suspend your account (and any accounts ********************** determines are related to your account) and your access to the Services should we have reason to believe you, your Content, or your use of the Services violate our Terms..
  
  Etsy cannot release funds to Customer due to compliance reasons related to the suspension of Customers account. In accordance with our Payments Policy, which states:  ... or Etsy cannot release funds to the seller for compliance reasons, Etsy will escheat the funds to the relevant government authority as required in order to comply with applicable escheatment laws..  Etsys Payment Policy can be found here: ***************************************************************************************;
  
  Etsy considers this matter closed. If we can help with anything else, Customer should get in touch via our contact page: ***********************************************
  
  Sincerely,
  Etsy, Inc.
  
  

• Initial Complaint

  Date:06/18/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  @etsy states they keep commerce human yet fail to provide any sort of customer support. On May ******** a couple days after I was said to have a large deposit transferred to my bank I get an email stating my bank account was unlinked, I tried resetting my password and getting in but they limited my access. I reached out to their customer support (via email because no actual number exists! RIDICULOUS!!!) They replied until May 4th asking some verification questions which I promptly replied to. On May 8th they replied "We believe the current email address on your account has been compromised. To fully reinstate your Etsy account, we will need to update this email address. Please reply with a new email address that is not currently tied to another Etsy account. " I then created a new email and sent it over to them, still them not addressing my main concerns. They replied on May 9th and said they updated mu info yet I never recieved anything to the new email and the main email is still locked, it has been 16 days and they have failed to reply to any of my emails. Is is now June 17th and no response from Etsy.

  Business Response

  Date: 06/25/2024

  **** *** **** ***               *** ****** ******** ******                     **************************************************                     ****************** *** ******      ********************************************* ***               **** *  ********
  Dear Mediator:
  
  This letter sets forth Etsys position regarding the complaint dated June 18, 2024 against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use. 
  In the complaint, the Customer states ********************** did not provide assistance in restoring their access to their account after it was suspended for being potentially at risk. 
  In reviewing, our records indicate that the account is currently in the process of being restored. After due diligence and investigation, agent ******* from Trust and safety communicated with about steps to regain secure access back to their account. 
  The customer is free to contact us again, and we would be happy to support them.
  We are once again sorry to hear of the concern caused by this matter. For more information on our efforts to keep our site secure, as well as information on our Privacy Policy, please visit: ************************************************
  We also provide members with security features for their Etsy accounts: ****************************************************
  If you have any questions, feel free to contact ********************************.  
  Sincerely,
  ********
  Etsy, Inc.
  
  

  Customer Answer

  Date: 06/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened up an Etsy shop in August 2023. As of May 10th, my shop was doing great. On May 11th, Etsy suspended my account. They state that an email was sent to me (the seller) with the reason as to why my shop was suspended. I never received an email. Getting in touch with any customer support is nearly impossible when your account is suspended because the features that normally show up, no longer do. I was given the option to file an appeal, which I did immediately. Etsy states that once the appeal is filed, someone will review everything and an email would be sent within two weeks with the final decision. Two weeks went by, no email, nothing. The option to file another appeal showed up. However, they want you to tell them why your account was suspended and how you have fixed the issue. I cant do that if I do not know WHY my account was suspended.Meanwhile, during this time, Etsy contacted all of my customers to let them know my shop was no longer selling. Even though Etsy still allowed me to send orders and message customers. The customers, worried, responded back to ********************** Support and their order was immediately refunded. It did not matter what they said, even if it was I would still like my order- refunded. If they had already received the order, if it was shipping, if it was produced- refunded. I lost $3,911.56 because of all the refunds. It is ironic that Etsy support cannot answer me, but can refund all my customers. It is now June 17th. I have finally figured a way to chat with someone from Etsy, but they still cannot tell me WHY my account was suspended. Two times I was told my account was escalated to a higher team and I will receive an email, to which I have not received.The fact that I have paid Etsy $3,873.91 in fees related to my shop and then lost another $3,911.56 as a result, and I STILL cannot even get a response as to why seems unreasonable.I do not even want the money back. I would just like the opportunity to open up another shop.

  Business Response

  Date: 06/25/2024

  **** *** **** ***               *** ****** ******** ******                     **************************************************                     ****************** *** ******        ********************************************* ***               **** * ********
  
  Dear Mediator:
  
  This letter sets forth Etsys position regarding the response to the complaint filed on 6/18/2024, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  
  Etsys Terms of Use can be found here:  *****************************************************
  
  In the complaint, the Customer states that they disagree with the action taken with their account.
  The Customer requests for their account to be reinstated and for the funds on orders being refunded to their buyers to be recovered. 
  
  Our records show that, after careful investigation, the Customers account was suspended on 5/11/2024 due to violations of Etsys Terms of Use and Customer was notified by email sent to the email address on file for Customers shop. Customer filed an appeal on 5/11/2024 and said appeal was denied.
  
  Customers account had been permanently suspended for violating Etsys Terms of Use. Violations may include but are not limited to:
  * Items listed for sale dont meet our handmade, vintage, or craft supply policies
  * Items violate Etsys Prohibited Items Policy - ***************************************************
  * Shop violates Etsy's Intellectual Property Policy - *******************************************
  * The account owners information is inconsistent, incorrect, or closely associated with an account previously removed from Etsy
  
  The Customers account was identified as a risk based on a close review of their account information. As a result, the Customers account  was suspended.
  
  In order to protect the Etsy marketplace, we are not able to disclose our internal review process.
  
  Etsys Terms of Use state We may terminate or suspend your account (and any accounts ********************** determines are related to your account) and your access to the Services should we have reason to believe you, your Content, or your use of the Services violate our Terms.
  
  In reference to Customers concern about their buyers being refunded, as a Seller on Etsy, Customer agreed to the ********************** Purchase Protection and Cases policies which require in part:
  
  If an order does not meet the expectations in our program, the buyer is entitled to a full refund, including all taxes and shipping costs..   Etsy policy states: Sellers are responsible for refunding costs for orders that fall outside of these requirements..  
  
  Customer may wish to review the following:
  *************************************************************************
  ***************************************************************************************************
  
  If orders were not shipped within the stated processing times, a refund would be issued. If an order was marked as shipped and was not actually shipped on that date and/or tracking does not match up to the date shipped, a refund would be issued. If invalid tracking was used, a refund would be issued.
  
  Etsy considers this matter closed. Etsy will not be reinstating the Customer's account. If we can help with anything else, Customer should get in touch via our contact page: ***********************************************
  
  Sincerely,
  Etsy, Inc.
  
  

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ***** ******* *** account was suspended.

  Business Response

  Date: 06/23/2024

  ******** ***               *** ****** ******** ******                     ******************* **** *****                     ****************** *** ******        ********************************************* ***               **** * ********
  

  Dear Mediator:
  

  This letter sets forth Etsys position regarding the response to the complaint filed on 06/17/24, against Etsy, Inc. (Etsy). Etsys service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  Etsys Terms of Use can be found here:  *****************************************************
  In the complaint, the Customer states their account was suspended. The Customer requests reinstatement. 
  

  Our records show that, after careful investigation, the Customers account was suspended on 05/19/24 due to violations of Etsys Terms of Use and Customer was notified by email sent to the email address on file for Customers shop. Customer filed an appeal on 05/19/24 and said appeal was denied.
  

  Customers account had been permanently suspended for violating Etsys Terms of Use. Violations may include but are not limited to:
  * Items listed for sale dont meet our handmade, vintage, or craft supply policies
  * Items violate Etsys Prohibited Items Policy - ***************************************************
  * Shop violates Etsy's Intellectual Property Policy - *******************************************
  * The account owners information is inconsistent, incorrect, or closely associated with an account previously removed from Etsy
  

  The Customers account was identified as a risk based on a close review of their account information. As a result, the Customers account  was suspended.
  
  In order to protect the Etsy marketplace, we are not able to disclose our internal review process.
  
  Etsys Terms of Use state We may terminate or suspend your account (and any accounts ********************** determines are related to your account) and your access to the Services should we have reason to believe you, your Content, or your use of the Services violate our Terms..
  
  Etsy considers this matter closed. Etsy will not be reinstating the Customer's account. If we can help with anything else, Customer should get in touch via our contact page: ***********************************************
  

  Sincerely,
  Etsy, Inc.
  

  
  

• Initial Complaint

  Date:06/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On, May 28th, 2024, I purchased a, ******* ****** on ETSY *** and PAID $95.23, (Transaction Number: ***************** ** ****) as it appears on my bank statement dated, June 6th, 2024, and I also Rounded Off the sale by donating, 0.77 cents to, ETSY UPLIFT (Transaction Number: ****************, ** ****). I have received out to, ETSY ***. SUPPORT, letting ETSY ***, THAT I NEVER RECEIVED MY ORDER. ETSY ***, SUPPORT, RESPONDED TWICE WITH TWO EMAILS THAT HAD EMPTY MESSAGES? I informed ETSY ***, that, I was going to file a Better Business Bureau complaint against them. ETSY ***, NEVER RESPONDED!!! Monday, June 17th, 2024, ************************************************.

  Business Response

  Date: 08/04/2024

  ****** ** **** ***               *** ****** ******** ******                     **************************************************                     ****************** *** ******        ********************************************* ***               **** *********
  
  Dear Mediator:
  
  This letter sets forth Etsys position regarding the response to the complaint filed June 17, 2024, against Etsy, Inc. (Etsy). Etsys service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  
  In the complaint, the Customer states that they placed an order with an Etsy seller that was never received. The Customer requests a refund. 
  
  *********************** Buyer Policy states, Etsy provides a marketplace for buyers to discover and purchase from sellers around the world. It is important to note that Etsy is not a part of that transaction. By shopping on Etsy, you understand that:
  
  1. You are not buying directly from Etsy, but from one of the many talented sellers on Etsy;
  

  2. Etsy does not pre-screen items sold on Etsy and therefore does not guarantee or endorse any items sold on Etsy or any content posted by sellers (such as photographs, language used in listings or shop policies);
  

  3. Each seller on Etsy has their own processing times, shipping methods, and shop policies; and
  

  4. You assume responsibility if you provide your own materials for a custom order.
  
  Our records indicate that the Customer has not received this order and the seller has been unresponsive to their request.
  
  We have gone ahead and issued a full refund for this order today and the funds will be back on the original method of payment in 2-5 business days.
  
  Etsy considers this matter closed. If we can help with anything else, please get in touch via our contact page: ***********************************************
  
  Sincerely,
  Etsy, Inc.
  

  
  

  Customer Answer

  Date: 08/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Great results after, I had to file an additional complaint with, *************************, The Attorney General For The State of ********. ETSY was on my bank statement, and thus they were responsible. Its a shame that it came to this. I wanted to wear the, ******* ****** on my birthday, July 10th. Today, is August 10th, and I ordered the, ******* ****** in June. 
  Sincerely,
  
  ************************************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Etsy store is suspended for unknown reasons after a sale. They did not sent me any reasons why. My Etsy account is *************

  Business Response

  Date: 06/22/2024

  **** *** **** ***               *** ****** ******** ******                     **************************************************                     ****************** *** ******        ********************************************* ***               **** * ******** 
  
  Dear Mediator:
  
  This letter sets forth Etsys position regarding the response to the complaint filed on 6/17/2024, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  
  Etsys Terms of Use can be found here:  *****************************************************
  
  In the complaint, the Customer states that they disagree with the action taken with their account.
  The Customer requests for their account to be reinstated.
  
  Our records show that, after careful investigation, the Customers account was suspended on 6/16/2024 due to violations of Etsys Terms of Use and Customer was notified by email sent to the email address on file for Customers shop. Customer filed an appeal on 6/16/2024 and said appeal was denied.
  
  Customers account had been permanently suspended for violating Etsys Terms of Use. Violations may include but are not limited to:
  * Items listed for sale dont meet our handmade, vintage, or craft supply policies
  * Items violate Etsys Prohibited Items Policy - ***************************************************
  * Shop violates Etsy's Intellectual Property Policy - *******************************************
  * The account owners information is inconsistent, incorrect, or closely associated with an account previously removed from Etsy
  
  The Customers account was identified as a risk based on a close review of their account information. As a result, the Customers account  was suspended.
  
  In order to protect the Etsy marketplace, we are not able to disclose our internal review process.
  
  Etsys Terms of Use state We may terminate or suspend your account (and any accounts ********************** determines are related to your account) and your access to the Services should we have reason to believe you, your Content, or your use of the Services violate our Terms..
  
  Etsy considers this matter closed. Etsy will not be reinstating the Customer's account. If we can help with anything else, Customer should get in touch via our contact page: ***********************************************
  
  Sincerely,
  Etsy, Inc.
  
  

• Initial Complaint

  Date:06/17/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do sell craft items on Etsy. A customer complained that they never received a delivery while *********** tracking shows it has been delivered and the customer decided they didn't want it anymore The customer created a case to get a refund. Under my policies, I do provide a refund if the item is lost of damaged.Etsy closed the case within 2 minutes without me being able to reply. The customer got over $100 dollar back and ********************** credited it from the account.I have reach out to their support and they refused to reimburse my business.Here is the tracking code: **********************************************************************************

  Business Response

  Date: 06/19/2024

  *** *** **** ***               *** ****** ******** ******                     **************************************************                     ****************** *** ******        ********************************************* ***               **** ********

  
  Dear Mediator:
  This letter sets forth Etsys position regarding the response to the complaint filed 6/17/2024, against Etsy, Inc. (Etsy). Etsys service, Etsy.com, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies.

  The Customer is an ********************** member, a seller with a shop on Etsy, and agreed with Etsys Terms of Use.

  In the Complaint,  the Customer states that a customer claimed non-receipt of an item despite tracking showing delivery, and later requested a refund. Etsy closed the case quickly, refunding the customer over $100 from the seller's account without allowing the seller to respond.
  
  Once a case is opened, Etsy will usually resolve and close the case automatically on behalf of the buyer and seller. Etsy reserves the right to resolve the case on a sellers behalf, including, but not limited to, by issuing a refund to the buyer and recouping funds from the sellers account if payment was made via Etsy Payments.

  
  The Customer may reach out to the buyer to coordinate repayment, but if the buyer doesn't respond or isn't willing, Etsy is not able to engage with the buyer to require that they pay again.
  ******************************************************************************************

  
  Etsy considers this matter closed. If we can help with anything else, please get in touch via our contact page: ***********************************************
  Sincerely,
  Etsy, Inc.
  

  
  

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Etsy has not provided a solution to the current situation but instead stated the facts which I have already explained. A full refund to the buyer is requested as per Etsy policies for items under $250. 

  Sincerely,
  
  ********************
  
  
  
  
   
  

  Business Response

  Date: 07/25/2024

  **** ***** **** ***               *** ****** ******** ******                     **************************************************                     ****************** *** ******        ********************************************* ***               **** * ********
  Dear Mediator:
  

  This letter sets further forth Etsys position regarding the rejection dated July 17th, 2024 against Etsy, Inc. (Etsy). Etsys service, Etsy.com, is a ****etplace where people around the world, connect to buy and sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  

  In the rejection, the Customer states that an order was refunded through Etsys case system despite the disputed item having been delivered. We understand that the Customer upkeeps their request for a full credit of the order.
  

  Etsy confirms that the case filed against an order dated May 20, 2024 was decided in accordance with our policies, particularly Etsys Purchase Protection Policy, which states the following in section 2:
  
  A. Use valid tracking and/or, where available, a postage label purchased on Etsy. If not using Postage Labels on Etsy, **** your order as dispatched after you send it out, and provide Etsy with a valid tracking number on the order that shows the order route and delivery progress.

  A full version of the said policy can be read here: *********************************************************************************************************
  

  We understand the customer ****ed the order complete and retroactively shared tracking information with their buyer. For Etsys Purchase Protection to apply to an order, in the customers specific situation, they must first send the item. Once they have tracking information, they need to enter the tracking information via the order in their Shop Manager and after that **** the order shipped/completed.

  We reached out to the customer by email and explained how the customer can avoid cases to be decided against them in similar situations. The subject line of our message is Your BBB Complaint - ********
  

  Etsy considers this matter closed. If we can help with anything else, please get in touch via our contact page: ***********************************************
  
  Sincerely,
  Etsy, Inc.
  Support Advisor
  
  

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I have previously shared with Etsy and the customer a valid tracking code. As previously stated, Etsy doesn't give a chance to respond to any case created by customer since their automation close cases within a few minutes.

  As Etsy policies mentions, a tracking code must be shared with the customer which has been done. 

  The order has been shipped, tracked and delivered. 

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********************
  
  
  
  
   
  

• Initial Complaint

  Date:06/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Etsy shop TryUArts was closed in 2020, and there is a balance of $131.76 remaining in the shop account that I am unable to withdraw. Please remember to help me resolve this matter.

  Business Response

  Date: 06/20/2024

  **** ** **** ***               *** ****** ******** ******                     ******************* **** *****                     ****************** *** ******        ********************************************* ***               **** * ********
  Dear Mediator:
  
  This letter sets forth Etsys position regarding the response to the complaint filed on June 17 2024, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  
  Etsys Terms of Use can be found here:  *****************************************************
  
  In the complaint, the Customer states their account was suspended and they want disbursement of their payment account..
  
  *********************** Terms of Use state We may terminate or suspend your account (and any accounts ********************** determines are related to your account) and your access to the Services should we have reason to believe you, your Content, or your use of the Services violate our Terms..
  
  Etsy cannot release funds to Customer due to compliance reasons related to the suspension of Customers account. In accordance with our Payments Policy, which states:  ... or Etsy cannot release funds to the seller for compliance reasons, Etsy will escheat the funds to the relevant government authority as required in order to comply with applicable escheatment laws..  Etsys Payment Policy can be found here: **********************************************************************************
  
  Etsy considers this matter closed. If we can help with anything else, Customer should get in touch via our contact page: ***********************************************
  
  Sincerely,
  Etsy, Inc.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered my business on Etsy and my shop has been doing quite well. I have prepared many products to sell in my store. Suddenly, Etsy suspended my shop. I appealed this suspension but to no avail; Etsy has not provided a reasonable explanation for the suspension of my shop. I am certain that I did not violate any of Etsy's business rules. This situation has significantly impacted my life as this is my full-time job at present. My Etsy registration email: ****************************** My shop name: ****** I sincerely hope the Etsy team will reconsider my case and help me reopen my shop so I can continue my business.

  Business Response

  Date: 06/23/2024

  ******** ***               *** ****** ******** ******                     ******************* **** *****                     ****************** *** ******        ********************************************* ***               **** * ********
  

  Dear Mediator:
  

  This letter sets forth Etsys position regarding the response to the complaint filed on 06/17/24, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  Etsys Terms of Use can be found here:  *****************************************************
  

  In the complaint, the Customer states their account was suspended. The Customer requests reinstatement of their account. 
  

  Our records show that, after careful investigation, the Customers account was suspended on 03/14/24 due to violations of Etsys Terms of Use. Customer filed an appeal on 03/14/24 and said appeal was denied.
  

  Customers account had been permanently suspended for violating Etsys Terms of Use. Violations may include but are not limited to:
  * Items listed for sale dont meet our handmade, vintage, or craft supply policies
  * Items violate Etsys Prohibited Items Policy - ***************************************************
  * Shop violates Etsy's Intellectual Property Policy - *******************************************
  * The account owners information is inconsistent, incorrect, or closely associated with an account previously removed from Etsy
  

  The Customers account was identified as a risk based on a close review of their account information. As a result, the Customers account  was suspended.
  
  In order to protect the Etsy marketplace, we are not able to disclose our internal review process.
  
  Etsys Terms of Use state We may terminate or suspend your account (and any accounts ********************** determines are related to your account) and your access to the Services should we have reason to believe you, your Content, or your use of the Services violate our Terms..
  
  Etsy considers this matter closed. Etsy will not be reinstating the Customer's account. If we can help with anything else, Customer should get in touch via our contact page: ***********************************************
  

  Sincerely,
  Etsy, Inc.
  

  
  

  Customer Answer

  Date: 06/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   My account is a newly registered account. As soon as I made my first sale, my account was immediately suspended. I have joined several forums and learned that many sellers are experiencing the same issue; their stores are suspended right after their first sale. I believe this is due to Etsy's automated review system, which suspends almost every new account when they make their first sale. All subsequent appeals are also answered by the automated system. I have thoroughly checked my products and ensured they do not violate any of Etsy's policies. My store was suspended due to a mistake by Etsy's automated system. I am very disappointed that Etsy has not reinstated my store. My work is being disrupted, and I am very worried about it. I hope that Etsy will understand my explanation and reactivate my store so that I can continue my work.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  **** ****
  
  
  
   
  

• Initial Complaint

  Date:06/16/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a sales account on ********************** with the registered email: ************************** My store is named: ********** My business has been going quite well, and I have invested significantly in my store to provide a good experience for my customers. However, ********************** has locked my Seller account without any clear reason. This has caused me significant losses and worries. I hope the Etsy team can help me review my account and restore my Seller account so that I can continue my business.

  Business Response

  Date: 06/23/2024

  **** ** **** ***               *** ****** ******** ******                     **************************************************                     ****************** *** ******        ********************************************* ***               **** * ********
  
  Dear Mediator:
  
  This letter sets forth Etsys position regarding the response to the complaint filed on June 16 2024, against Etsy, Inc. (Etsy). Etsys service, ********, is a marketplace where people around the world connect to buy and sell unique goods. Individuals may open up his/her own shop on Etsy to sell unique goods. To use the site, each individual must agree to Etsys Terms of Use and other site policies. The Customer is an ********************** member and agreed with Etsys Terms of Use.
  
  Etsys Terms of Use can be found here:  *****************************************************
  
  In the complaint, the Customer states their account was suspended. The Customer requests reinstatement. 
  
  Our records show that, after careful investigation, the Customers account was suspended on June 7 2024 due to violations of Etsys Terms of Use and Customer was notified by email sent to the email address on file for Customers shop. Customer filed an appeal on June 7 2024 and said appeal was denied.
  
  Customers account had been permanently suspended for violating Etsys Terms of Use. Violations may include but are not limited to:
  * Items listed for sale dont meet our handmade, vintage, or craft supply policies
  * Items violate Etsys Prohibited Items Policy - ***************************************************
  * Shop violates Etsy's Intellectual Property Policy - *******************************************
  * The account owners information is inconsistent, incorrect, or closely associated with an account previously removed from Etsy
  
  The Customers account was identified as a risk based on a close review of their account information. As a result, the Customers account  was suspended.
  
  In order to protect the Etsy marketplace, we are not able to disclose our internal review process.
  
  Etsys Terms of Use state We may terminate or suspend your account (and any accounts ********************** determines are related to your account) and your access to the Services should we have reason to believe you, your Content, or your use of the Services violate our Terms..
  
  Etsy considers this matter closed. Etsy will not be reinstating the Customer's account. If we can help with anything else, Customer should get in touch via our contact page: ***********************************************
  
  Sincerely,
  Etsy, Inc.