About the Etsy Helper 'Chat with us'

[moremoreGoods]

Hi everyone, me again.. 
I encounter a real serious problem when I having a question about the tracking status of an order.. 
I pressed the chat with us button and there was a agent to help me out. 
However, in the conversation, the window of the conversation was 'stuck', I mean the agent did not response to me.
And I keep typing words to the agent and still no response, this situation is happening since a week ago.
I can't solve the problem of the tracking status of the order.. without the etsy helper agent helps.. 
I already email to Etsy few days ago and still no one sort me out. 
Thanks 
MoremoreGoods

[TreeTreasuresCanada]

I expect that a problem with "tracking status" has more to do with the shipper than with Etsy.  Did the customer not receive the order?  Is the tracking not updating? What is the problem?

[moremoreGoods]

i mean there was a bug with the 'Chat with us' , 
the agent of the chat with us have no reply to me . 

[BeaconwoodDettman · Accepted solution]

@moremoreGoods This happened to me, I used the callback request feature and spoke to Etsy Support. I told them what was happening and they referred to another team. A day or so later, my chat was "unstuck", so I could use it again. 

Not sure why this happens but Etsy Support can fix it. 

[SalvagedChicMarket]

This is happening to me right now. Spoke with an agent this morning, went to get back on chat a short while ago and now I cannot get the chat bot or anyone to respond?? How do I request a support call? Where is that option? I’m desperately needing support right now. 

[BagmakerSupply]

@SalvagedChicMarket: "How do I request a support call?" Try https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback

[DiscerningBlondeVCJ]

Where do I find the callback request feature?  I've never come across that anywhere?

[OneEyeCatStudio]

@DiscerningBlondeVCJ 

Request a Callback

[Natalya1905]

Do you mean live chat in your Shop Manager? 

"this situation is happening since a week ago."  A week ago, a new month started. You're not a Star Seller, this could be the reason. 

https://www.etsy.com/seller-handbook/article/1083608630250 

[BagmakerSupply]

@moremoreGoods: If you tell us what your question about the tracking status of an order is, one of your fellow sellers may have an answer for you.

As @Natalya1905 points out, you might have much bigger issues than to worry about Star Seller. Perhaps it is just a matter of semantics, but to say "unique handmade necklaces, created exclusively for Eclectico" imply that they were not "Made by moremoreGoods". The Artificial Intelligence bots which police Etsy tend to not show much actual intelligence, so if you are personally physically making each of the items in your shop you might want to consider explicitly saying that in your listings. If you are not personally physically making each of the items you might to reread the rules and bring the listings into compliance before Etsy starts doing housecleaning.

[moremoreGoods]

It’s not the shop manager live chat. 
it’s the Etsy support - helper request service. 
there is a ‘chat with us’ button. 
I think I need to call the customer service to check what exactly happened. It’s a bug of their ‘chat with us’ live chat system. 
Thank you!

[DiscerningBlondeVCJ]

It's happening to me right at this very moment and I AM a star seller, Natalya1905.  This is a legit problem that needs to be addressed by Etsy.  I am unable to get help with an issue regarding their payment to me because of this...they currently owe me and this problem is preventing resolution.

[DiscerningBlondeVCJ]

I had an issue that needed attention about 4 days ago and started a chat as well.  I made it to the end, but it feels like that chat is still open.  I went to use it again today, but nothing....no response from the chat window at all.  It needs to be reset.  I've got emails out to Etsy about it, but no one is responding, and they aren't responding to my main issue either.  I'm becoming very disillusioned with Etsy.

[BagmakerSupply]

@DiscerningBlondeVCJ: Have you tried https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback