Shop Etsy

Maintaining Our Marketplace Integrity

Jun 8, 2011

by Kruti Patel Goyal

kruti-headshot.jpgKruti Patel Goyal (a.k.a. krutipie) joined Etsy recently from (RED), where she helped to raise money for and awareness of the AIDS epidemic in Africa. Prior to that, she worked at Viacom on new digital business opportunities across brands from MTV Networks to Nickelodeon. And along the way, she and her husband took some time off to travel together to 15 countries around the world, where she learned more than in all of her years of formal education. Kruti’s role at Etsy is to oversee the Marketplace Integrity and Trust & Safety Teams.

Hi, I’m Kruti. I’m excited to join this incredible, creative community that brings together people from all over the globe to connect and exchange. I lead the team that is responsible for maintaining the integrity and trustworthiness of this marketplace. I know that Etsy is important to the livelihood of our community of sellers so we are working hard to make sure you can sell in a healthy, vibrant and trusted environment.

As Etsy grows, it naturally becomes more attractive for both shoppers and sellers. But on the flip side, this means that a shadier element, like resellers and scammers, will also want to take advantage of our marketplace. So across Etsy, we’re making changes to make it tougher for bad apples to join the site and easier for newbies to learn how to be great contributing members.

We’re hiring and training more people for our Marketplace Integrity and Trust & Safety teams (known by long time Etsians as the Content and Abuse teams). With 50% more staff on hand by the end of the year, we’ll get through more of the items reported by the community every day. To improve efficiency, our engineering team is developing better tools so we can address the highest priority issues, like resellers and scams, more quickly. We’re building up our SCRAM program to detect more malicious accounts right away.

Last month, our team reviewed and took action on six times as many accounts than during the same time one year ago. We’ve increased the number of SCRAM screens we use by seven-fold over the last year. These are great early results but we know there is still a lot of room for improvement.

We appreciate the efforts that you, the Etsy community, have made to help us identify problems on the site. We’ve gotten wind of some confusion about a few of our policies, though, based on the increasing number of reports by our members about shops that actually do meet our marketplace criteria. In order to help you help us, we’ll clarify these particular policies through a series of posts over the next few months.

Thanks for your continued support, and we promise to stay on the case and keep you informed of the ways we are protecting the Etsy marketplace.

Please share your thoughts and questions in our Forum discussion thread.