Growing Pains: An Exploration of Etsy Policy and Seller Satisfaction

Date
2017-01-01
Authors
Dorie, Amy
Chung, Telin
Peng, Fei
Chung, Telin
Hurst, Jessica
Niehm, Linda
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Abstract

Online craft marketplaces (including apparel and accessories), where microbusinesses sell their designs and products, blossomed in 2005 with the entrance of Etsy. Today, Etsy remains the largest online marketplace with the greatest number of sellers and buyers. However, it is not known if Etsy provides the resources needed for sellers to grow their businesses or the level of seller satisfaction with services provided. A qualitative exploratory approach was used to investigate Etsy policies and seller satisfaction with Etsy services. To gain a holistic understanding of the issue under study, data sources representing differing viewpoints were content analyzed. Results indicated that although Etsy provided documentation outlining its "House Rules," sellers were extremely dissatisfied with Etsy's policies on store termination and communication with sellers. Recommendations for reducing seller risk on the marketplace were provided.

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