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Rethinking Feedback

Adam Freed avatar Admin
Hi,

I am posting a blog post that Rob and I just wrote on today's concerns about purchase feedback and privacy on Etsy -- and about the changes that we have made to the product based on your feedback. It is published on our blog at www.etsy.com/storque/etsy-news/rethinking-feedback-12472/.

Thanks,
Adam

_______________

Yesterday and today there have been a handful of articles reporting that purchases on Etsy are public. The articles have led to concerns by members of our community.

We want to apologize. We also want to set the record straight about how our product works and about changes we made today in response to your feedback.

Are my purchases on Etsy public?

No. As of right now, all your purchases on Etsy are private.

Were there changes to Etsy that made my purchases public?

No. The issue here is our Feedback system, which has not changed in six years. We do not directly publish your purchases on Etsy. However, when a seller leaves feedback for an item you bought, or you leave feedback for an item you purchased, we would link to the item. Our Feedback system has always worked this way; our original thinking was that it's important to know more about the transaction, to better establish trust in the marketplace.

We added the option to enter your real name when registering. Right next to this text field, it says: "Your full name will appear on your public profile. This is optional." Some people enter their name, some don't. As of right now, 25% of people (including us) have entered their real name.

It is the confluence of these two things that led us to this position: if you enter your real name, purchase an item, and the seller leaves feedback for this item, this purchase will be publicly visible via our Feedback system. Search engines index our site, which means this data can turn up there, too. It's been this way since October.

If nothing has recently changed, what's going on?

There is a lot of misinformation being spread right now. One blog post even has the outlandish title "Etsy Makes All Of Its Users' Activity Public." This is simply untrue. On Etsy, private conversations, financial information, billing data — all are now and have always been strictly private.There was an article published on ArsTechnica that made clear how direct the connection was between using your real name on Etsy, buying an item and receiving public feedback for that item. The reaction to this article has made us realize that we need to change the way our Feedback system works, and this is what we’ve already done today.

Why make any changes to the Feedback system?

The article and response highlighted for us how we've outgrown our current Feedback system. It dates back to a time when payment for items was sent after completing the checkout process on Etsy. This meant that sellers needed to know how trustworthy their buyer was. We now require payment prior to completing checkout, so this issue has basically gone away.

We believe that markets are conversations. We want people to discuss what they purchase, although this will often mean discussing it in private. As such, we have removed the link from a piece of feedback (which is public) to the item that was purchased (which is now private).

What is Etsy’s view on privacy?

We take privacy very seriously. We work with TRUSTe and audit our privacy policies regularly, notifying all members via email any time a substantive change is made.

In the future, we may provide an option to share individual purchases publicly at the time of purchase. This will be completely opt-in and on a purchase-by-purchase basis.

We are deeply sorry for any confusion and will work hard to regain your trust.

What’s next?

We have been working quickly to make changes based on your input and opinions. We will continue to work on this, for what’s really needed is a rethinking of our entire Feedback system. In the meantime, all purchases are private, and feedback doesn’t link to items.

If you have any more questions or concerns, please email support@etsy.com or convo us directly on Etsy.

Thank you.
Rob (CEO) and Adam (COO)

2 Highlighted Responses

anee avatar Admin
Based on the concerns that have been brought up on the Forums, we've added an FAQ here:
www.etsy.com/teams/7716/announcements/discuss/6819612
anee avatar Admin
The name field is for personal names. That is the reason some changes are denied - like if you want to add your business name. Cases where real Donald Ducks and Flossy McHookerpants have their requests denied can be dealt with by our Support team, case by case. :-)

1668 Responses

Marking to read
Well, heck I thought it was gonna be something new!
If nothing has recently changed, what's going on?
-------------------------------------------------

Something did change, you made Buyer accts only Searchable in People Search and that's what opened this can of worms you now find yourself in.
Thanks, admin. Hopefully this will clarify a few things. I need to re-read it again.
Um you guys are REALLY REALLY denying what actually happened. This is not enough to say no we didn't do it. NO you didn't intend to do it but it accidentally happened while you were doing some other stuff. Buyers were exposed you can't minimize that.
You still haven't addressed the main issue - BUYERS ARE SEARCHABLE BY USERNAME/REAL NAME AND WE CANNOT OPT OUT.
You just don't get it do you, Rob?!
If it was the feedback system - why hasn't all of this hit the fan before now?
batten the hatches, we be sailing off the charts now

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