Etsy CS Writer Privacy Policy
Last updated: 24 September 2026
Etsy CS Writer is an internal tool built by James Wax Co. for our own staff, to help answer customer messages in our own Etsy shops. It is not offered to the public and cannot be used without an access token we issue.
What the extension reads
When a member of our team opens a conversation in Etsy's seller Messages page, the extension reads that conversation and the order attached to it. This can include the buyer's name, the text of their messages, and order details such as items, shipping method, tracking status and shipping address.
It reads only the conversation that is already open on screen. It does not browse, crawl or collect anything else, and it is active on no site other than www.etsy.com/messages.
Where that text goes
The conversation is sent to a service we operate at etsy-cs-copilot.jameswaxco.workers.dev, which passes it to Anthropic's Claude API for two things: listing the separate questions the buyer asked, and turning the short notes our staff member types into a finished reply. The result comes back to the extension and is shown to our staff member, who reads it and decides whether to send it.
When a staff member chooses to correct a buyer's shipping address, the order number and the corrected address go through the same service to ShipStation, the shipping software we already use for these orders. The change is shown to the staff member before it is applied.
Anthropic processes the text to produce the result. Anthropic does not use data submitted through its API to train its models.
What we keep
We do not store the buyer's messages. For 90 days, after which it is deleted automatically, we keep a record of each reply the tool writes: which staff member asked for it and when, which shop and conversation it belonged to, the list of questions (written by the tool, not copied from the buyer), the staff member's notes, and the reply produced. When an address is changed we keep the order number and the address before and after, also for 90 days. We keep these so we can see where the tool gets things wrong and fix it.
What the extension stores on the computer
Only the staff member's own settings: the service address and their personal access token. These stay in the browser's extension storage on that computer.
What we never do
- We never send a message, reply, or any other content to a buyer. A person reads every reply and presses Etsy's own Send button.
- We never sell or share this data with third parties beyond the two services named above, which process it only to do the job described.
- We never use it for advertising, credit decisions, or anything unrelated to answering the message in front of us.
Contact
hello@jameswax.com