Etsy CS Writer Privacy Policy
Last updated: 7 October 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 and in our shared email inbox, hello@jameswax.com. 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.
In Gmail it works only when the mailbox open is one of ours (an @jameswax.com address). There it reads the email thread open on screen (the sender's name and address and the messages) and looks up the order it is about in ShipStation, by an order number in the email or the sender's name.
It reads only what 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 and mail.google.com.
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 change an order (shipping address, label text, shipping service, gift message, packing-slip or internal note, a replacement order, or its tags), the order number and the change go through the same service to ShipStation, the shipping software we already use. Each change is shown to the staff member before it is applied. A problem order can also be recorded in our own ClickUp workspace.
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 or emails. 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, email or any other content to a buyer. A person reads every reply and presses Send in Etsy or Gmail themselves.
- We never sell or share this data with third parties beyond the services named above (Anthropic, ShipStation and ClickUp), 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