Star seller

[InvitingIdeasStudio]

I have a low score for responding to a customer.  However, the customer made 2 separate identical orders very quickly after each other.  Unfortunately the customer replied to one of my messages using the second order message tab rather than continuing with the already initiated first order comms.  I replied to her query on the first order comms because it was related.  I'm new to Etsy so I know now to be more diligent if this gives us a negative standing.   We had 63 messages backwards and forwards due to the special nature of her order and the overseas element.  I know star seller only reflects the initial response, but all the 63 comms were dealt with promptly and she was thrilled with the customer service.  How can I put this right, because hopefully you can see it was a genuine understandable error.

[CatsWhiskersCurios · Accepted solution]

We aren't supposed to help shops that are breaking Etsy's rules - and, in your case, the law.  You cannot sell items featuring Barbie, Star Wars, Paw Patrol etc without the express permission of the IP holders.  Your items class as illegal counterfeits I'm afraid. 

[BeaconwoodDettman]

@CatsWhiskersCurios I've never heard that "we" (I assume you mean other sellers in the forum) "aren't supposed to help shops that are breaking Etsy's rules". Where does this come from?

[CatsWhiskersCurios]

@BeaconwoodDettman

From Etsy's Community Policies:

"Don't engage in illegal activity or activity that infringes someone's intellectual property, or encourage others to engage in that type of activity."

And:

"Don't use community spaces to encourage others to violate Etsy's policies."

By offering any assistance to shops that are infringing on others' IP, you could argue that you are encouraging them.

[Littlejemsuk · Accepted solution]

You shop is illegal! Be a responsible shop owner and make sure you understand what is trademark/copyright and infringement items are.... Just because others do it doesn't make it legal, they have just not been caught yet like you.

You wont get help from here.

[InvitingIdeasStudio · Accepted solution]

Is it?  I'm really careful about these things after others copied my wedding stationery designs years ago.

I bought the graphics from a seller on Etsy saying it was for small business use?  

[BenMcfuzzylugs · Accepted solution]

Sadly the seller mislead you 
There is no way for someone else to get permission for you to sell those types of items 
You would need to personally get permission for every type of item you sell from the IP holder, and likely you would have to pay each different company quite a chunk of money for the rights
It sounds like the shop you purchased from is also breaking the lay 

[SeasideRoseCreations · Accepted solution]

School yourself on Paw Patrol rip-offs and what Etsy requires for SS.

[InvitingIdeasStudio · Accepted solution]

Thanks for your responses though.  Though one clearly more harsh than the other.  Etsy is hard enough for new sellers without fellow sellers being rude to each other.  I presumed the graphics I had were for small business use.  I'll look into it further now.

[VINTAGEbytheMAGPIE · Accepted solution]

@InvitingIdeasStudio  It looks as though you you may have bought what cant legally be sold. Have you checked with the brand owners ? ( a bit of Google searching will help you find the info you need ) 

In the UK this means you are creating counterfeit goods, this can get you a hefty fine from the brand owner, and a criminal record. It's just not worth the risk. Id strongly recommend getting an understanding of this topic before creating new items.

As a general rule of thumb if it's an existing brand then you cant use it to sell your products

Basics here https://www.etsy.com/seller-handbook/the-ultimate-guide-to-intellectual 

It is against Etsy house policy for sellers to help others that break Etsy/ legal policies, clean up shop and we may then be able to help .

[InvitingIdeasStudio · Accepted solution]

Thank you for replying, I appreciate the information you've provided.  I've taken them down now until I can get some assurances.  

There are so many others doing the same thing though, it does lull you into a false sense of security.

They were cake toppers I had created for friends' cakes I make as a hobby, and it was suggested I put them Etsy.  Tbh, I don't much on Etsy with them, so it won't be a massive loss for me.  Mainly because so many others are doing them ironically!

I'll continue selling items I design myself which is mainly event stationery.  

Thanks for your help, like you say, not worth the risk.

[BagmakerSupply]

@InvitingIdeasStudio: "How can I put this right, because hopefully you can see it was a genuine understandable error." As an answer to your original inquiry, the Star Seller program is automated and there is nothing to put right. As it says right on your Star Seller page and elsewhere, you need to reply to (or mark as SPAM) the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else.

And just so you know, even if Etsy Support or the Help Pages sent you here this is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).