Violated Etsy's Creativity Standards - Broken Process and Etsy Support insulting in response

[SteelLynxMetals]

I have been selling on Etsy for 10+ years.  5 Star at 7.5K+ sales.  I am not new to this.  All handmade all the time.

I invented my items (which have been copied, we all face that) and own the official Trademark on their name.

Etsy delist one of my listings citing "Violated Etsy's Creativity Standards" and no details, just read our standards.  I go back to support that it is 1) clearly wrong, and 2) lacking in details. 

The response I get from support is that Alibaba has stolen my photos and that my products obviously now violate the standards.  (we all know Alibaba steals photos 24/7, this is no surprise to anyone and unactionable as they are outside the US).   As well as including copy paste responses that do not pertain to anything else in the conversation.

Etsy Support further doubles down on the insults with

"These items are not designed or created by you." 
"Your shop may be suspended if you continue to list non-qualifying items. " 

... My dudes, I created a successful product that people enjoy and have sold on your platform from the very start.  You are going to cancel my entire shop (I can bet a large amount of my photos have been lifted from the site) because Alibaba stole the photos (which you know they do all the time).

Etsy has bots attempting to police the listings and their human responses when they get involved are 1) not helpful and 2) borderline insulting

I'm understanding and willing to work through new processes, but doubling down on bad results and insulting the originator to begin with is very distasteful.

[nineteen27]

Alibaba has stolen my photos and that my products obviously now violate the standards.  (we all know Alibaba steals photos 24/7, this is no surprise to anyone and unactionable as they are outside the US)

so not true.

of course you can file DMCA takedowns for them.

which is what you need to do.

i have been removing my items from aliexpress and alibaba.

for years.

[SteelLynxMetals]

I'll look into that and follow on that, but it is not the resolution to the current issue.  Their process is broken and they aren't being too keen on fixing it.

[nineteen27]

it is the resolution.

you need to file the takedown notices.

and then let etsy know that you did it.

in the appeal.

[bradgoodell]

@SteelLynxMetals It may not be what you want to hear, but @nineteen27 is correct.

I've filed DMCAs with Alibaba, it is doable.  Legally, it is up to the the IP holder to protect their IP.  Now there is more reason than ever to do so.  Etsy has been trying to clean up the marketplace and unfortunately, they don't know which came first, the chicken or the egg.  Meaning, they don't know who the IP holder is unless you file.  

Painful and infuriating, yes.  So sorry.  

[SteelLynxMetals]

How did you go through their site to do it?  I've gone through part of it, but it hits a wall where google won't translate the page and everything is in Chinese.

This is still on Etsy and their process and support not being the etsy they know they can be.

[CanningCrafts]

@nineteen27 When was the last time you did a takedown on Aliexpress/Alibaba? You mentioned in another thread weeks ago that you just uploaded your name on a piece of paper to them for proof of IP. I did that & the takedown was denied due to not using their official template. And when I downloaded their template, it was half in Chinese & all confusing

[moonbeamgifts]

I've now read three posts in the forums all with this issue.     Unfortunately, Etsy does not scan the forums for problems to solve so you're going to have to go through the appropriate channels.    Open a ticket and climb through the ladder to see what your options are.   Keep escalating the same ticket so you don't go to the back of the line.

If it makes you feel any better, many years ago I used to sell tea stained mini clothespins when that trend was all the rage.    Someone reported me for not being handmade, therefore I actually had to send support a series of photos.    I cannot explain how ridiculous that felt to take a picture of a bare clothes pin, then a picture of it in a bowl of tea, then a picture of it drying.   Instantly, my listing was reinstated.   It reminds me of the Amazon request for proof you didn't receive a package and people go out to take a photo of their empty door step.    Sometimes, idiocy wins.

[SteelLynxMetals]

I am continuing to request esclation on the same ticket but the latest response has me skeptical that anyone is taking their support seriously.  There has been a similar issue I saw earlier in the forums where they were referred to a different team for resolution.

Amazon and other marketplaces actually do more to support and protect me than Etsy does which is somewhat comical and surprising.

[GlassyFields]

I feel for you and all the creators of original items only to have the pictures stolen and used elsewhere and the creator is the one who has to prove they are theirs. Incredibly frustrating. And labor and time intensive to track down the robbers and issue DCMAs.

But I think Etsy is in a bind here too. They're trying to police their site. How do they know who the original creator is. Is the Etsy store reselling AliExpress (and many others) stuff or did AliExpress steal images from the store? 

I do think that the support staff should understand though and not make assumptions. It's sad to hear that you felt insulted by them.

[SteelLynxMetals]

again, interesting that as a certified brand on Amazon and TikTok I get far more protection from those companies than Etsy.

Etsy is broken and the way they are flailing around is going to end up sinking them even further

[bradgoodell]

@GlassyFields  Yep.  Anyone who has been here for a while has seen Etsy sellers say "That is for sale on Alibaba, same photos!" or "I reported it as not handmade and included links to Alibaba."  

Etsy listened.  They got those reports, were sent those links, and started actually doing something.  Unfortunately, for every 10 rip-off artists selling crap from Temu, there is a legit artist getting their photos stolen and they get caught up in the sweep.  

Support staff should be helpful and kind, always.  But then, I've seen plenty of rip-off artists contacting Etsy with the same complaints.  "Really?  Crest Toothpaste is your production partner?"   It must be exhausting.

[bradgoodell]

@SteelLynxMetals I believe there is a way to register your brand on Etsy as well.  Have you done so?

https://www.etsy.com/seller-handbook/article/45201391727

https://www.etsy.com/ipreporting

[MOMandPOM]

Same is happening to me right now. I love Etsy and never had any issues until right now. Ironicly, with just looking at the item that the copy cats are selling it is very obvious that it is just a bead, adjustable, cheap copy of my original. They are also using my fotos and that is probably how the bot detected it and deactivated my listing. I had my design copyrighted within the Etsy platform a year ago when the copy showed up right next to mine. Etsy removed the copy listing and the copy never showed up on Etsy again. And now they deleted my original listing. It is like double punishment for coming up with a best selling original item. I am still waiting for them to respond. If they do I will let you know. Keeping my fingers crossed.

[WaciGlass]

Same thing with me, all the traction and work put in to get an item noticed has now been lost if I have to create new images and try and relist

[WaciGlass]

I had a similar issue. I had my best seller deactivated and Etsy were no help in telling me what exactly the issue was. My images were stolen by China based company selling on Temu. I got them to remove them. I'm wondering if the Etsy bot thinks the images i photographed are copies and not the originals. I think I am going to take new images and see if a get a 3rd delisting and possible shop shutdown. Good luck with your situation.

This is what one customer support person wrote "These items may be something you can sell on other platforms; however, in certain areas or under certain conditions, we're not the right venue for these items."

I said I felt insulted by the comment, and 14K sales I have on Etsy meant nothing. I did get an apology, but I don't think some on chat have a clue about real makers

[FabioMcMustache · Accepted solution]

Hello! We're sorry to hear you're experiencing issues with your listings. We've forwarded your concerns to a specialist team, and your case is being worked on as we speak - Moving forward, they will handle it directly with you, so please stay tuned to your email as they may reach out through there. Thank you! 

Please know we handle support inquiries privately per our Community Policy – we’re closing this thread, so you can get the support you need from us directly.