BorealisSeaGlass
Community Member

Email from Etsy Trust and Safety

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I received and email from Etsy Trust and Safety team telling me that my shop has received a high volume of buyer complaints in relation to it's volume. As a result, it says my shop is below their customer service expectations. 

How can that be? I have 1000's of sales and a 5 star rating. I rarely get poor feedback. It also states this can lead to acct suspension. I'm so confused.

Anyone ever deal with this? 

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JDCreativeHands
Community Member

Re: Email from Etsy Trust and Safety

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https://www.etsy.com/seller-handbook/article/were-just-a-phone-call-away/505439329497

It's possible your shop may be confused with another with a similar name.

Contact Etsy and let them explain.

Also I hope the email didn't tell you not to share the email information.  Etsy's a little sticky on that even if it is an error.

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ChenilleBliss
Community Member

Re: Email from Etsy Trust and Safety

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You really should ask Etsy to explain.

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BorealisSeaGlass
Community Member

Re: Email from Etsy Trust and Safety

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I did send them an email.....we will see if they actually respond. 

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SpecialBeauty
Community Member

Re: Email from Etsy Trust and Safety

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BorealisSeaGlass:  The problem may be that it is illegal to sell rocks gathered on Alaska public lands/parks.   Here is a google link:
https://www.google.com/search?q=Is+it+illegal+to+sell+rocks+and+shells+from+Alaska+public+land?

Hope this helps

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cindylouwho2
Community Member

Re: Email from Etsy Trust and Safety

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@SpecialBeauty   the OP posted a month ago, & is probably not following this thread any more. And you don't get this email for that type of violation - you just get the items removed. 

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artbyjocelyn
Community Member

Re: Email from Etsy Trust and Safety

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It seems suspicious to me, you'd think You'd have heard from atleast one complaint buyer then.

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SerenityStraws
Community Member

Re: Email from Etsy Trust and Safety

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I have also had 1,000+ sales and I received that "less than wonderful" email too.  I did contact Etsy and yes, they are the ones who sent it.  They said I have had 2 buyers that left a low feedback, one was 3 stars and one, I think 2*.  I was getting alot of orders and since then, I haven't had one sale.  I am seriously considering closing my account. We don't deserve to be treated like this, they made a ton of $ from our sales and this is the way they treat us???  Neither of the low feedbacks ever contacted me about their issue.  I have always resolved any issue that I was aware of, and I told Etsy this.  It made no difference.  So, to the rest of you who got that letter, you can say goodbye to your orders.  This is Etsy's way of showing their appreciation for us selling on their site.  I am ticked!

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AveryBlake
Community Member

Re: Email from Etsy Trust and Safety

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Look at the sender's address.  It may not even be from Etsy.  We get multiple spoof emails from various sources daily.  If something seems "off", it probably is.

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SerenityStraws
Community Member

Re: Email from Etsy Trust and Safety

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Yes, it is from Etsy.

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ThePurplePuppy
Community Member

Re: Email from Etsy Trust and Safety

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I think in this instance I would try the phone call and ask  why this happened.  Also look at the actual address it was sent from. IT may be a "spoof" email, not from Etsy

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SerenityStraws
Community Member

Re: Email from Etsy Trust and Safety

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no spoof, it is from Etsy, I got it too.

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JDCreativeHands
Community Member

Re: Email from Etsy Trust and Safety

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https://www.etsy.com/seller-handbook/article/were-just-a-phone-call-away/505439329497

It's possible your shop may be confused with another with a similar name.

Contact Etsy and let them explain.

Also I hope the email didn't tell you not to share the email information.  Etsy's a little sticky on that even if it is an error.

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BorealisSeaGlass
Community Member

Re: Email from Etsy Trust and Safety

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Thank you for the number! I called them :)

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AuntSusansCloset
Community Member

Re: Email from Etsy Trust and Safety

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@BorealisSeaGlass    From Etsy's Help Center:

"If you receive a suspicious email that says it is from Etsy, please let us know by forwarding it to spoof@etsy.com."

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RoyceLaneCreations
Community Member

Re: Email from Etsy Trust and Safety

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@AuntSusansCloset If it wasn't that another seller I am talking to had her shop suspended after getting the same email, I would think it was a spoof. But, sadly, it isn't. There are sellers getting their shops suspended. It does not make sense to me. I received the same email. I have 10,000+ sales and a 5-star rating. 

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FRANCISBEL
Community Member

Re: Email from Etsy Trust and Safety

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What Etsy tell you?

 

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PrettyPaperBits
Community Member

Re: Email from Etsy Trust and Safety

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This exact thing has happened to me.  I have over 3000 sales and a 5 star rating.  I will also try calling them.

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SerenityStraws
Community Member

Re: Email from Etsy Trust and Safety

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trust-and-safety@etsy.com

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RockYourNose
Community Member

Re: Email from Etsy Trust and Safety

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I'm dealing with this (or attempting to) right now as well. I also received this email the morning before yesterday and reached out to Etsy support for an understanding of what's happening, but nobody has gotten back to me yet. I have 40,500 + sales, I've been here since 2009, 5 star rating, and I don't get it. Still waiting to hear from Etsy. 

 

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bythebeadtoo
Community Member

Re: Email from Etsy Trust and Safety

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FallenAngelBrass
Community Member

Re: Email from Etsy Trust and Safety

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When you click "reply" what is the email address?  That will tell you whether the message came from Etsy or not. Only Etsy will be able to use @etsy.com

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PrettyPaperBits
Community Member

Re: Email from Etsy Trust and Safety

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noreply@etsy.com

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SerenityStraws
Community Member

Re: Email from Etsy Trust and Safety

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I just replied to the email and they got it and did reply.  It was like talking to a wall.  It can be summed up like this, 'do it their way or the hiway'.

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artbyjocelyn
Community Member

Re: Email from Etsy Trust and Safety

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This sounds like a phishing email, to be honest.
Let us know, anyone who finds out, if it was.

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RoyceLaneCreations
Community Member

Re: Email from Etsy Trust and Safety

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@artbyjocelyn  It isn't a phishing email. I got one, too. The email is being sent from noreply@etsy.com

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