Account Hacked - Can't Cancel Fake Orders without Paying

[BudgetsByMackenzie]

Over the weekend my account was hacked. They posted 22 listings for Chanel handbags and charged over $200 in Etsy marketing campaign ads. Two unfortunate people purchased bags from "my" account. I changed my password, took down the listings, put a warning in my shop "about" section and messaged both buyers informing them of what happened.

I am unable to cancel and refund the two orders without being personally charged (I assume for the marketing campaign). I am not going to pay $200 for ads I didn't order to promote fake goods I don't sell.

I was able to delete my credit cards from the account but I can't delete my bank account. I don't want to be charged and I also don't want any of the money that's ready to deposit to be deposited into my account since it's the result of fraud and not actually mine.

Getting help from Etsy is a nightmare. I can't find a phone number and I have reported this via the chat function and email. So far all I've gotten is "Since you wrote to us, you may have already resolved your issue. If not, reply to this Email." This is a fairly urgent matter - both of these purchases are for hundreds of dollars and I really want to refund these people asap. I told them to report it as fraud but if I end up getting charged for this I am going to be livid.

Etsy: Refund the ad campaign fraudulently charged to my account. Once "I" don't owe anything anymore I can refund the orders and shut down by storefront for good. Please escalate this and treat it like it's actually important!

[LittleGemsJewells]

@BudgetsByMackenzie  You could try this link for a call back

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR3XJULkao3ZPR8XcOEf2A7143n87Xt...

[BudgetsByMackenzie]

THANK YOU! You are a gem I appreciate your help!

[BudgetsByMackenzie]

In case anyone else tries this method - I called and because it is fraud they can't help me, all they can do is add a note that I called to my previously opened ticket and wait for that department to get to me.

If anyone knows how to escalate this please let me know! I have $450 worth of orders I need to refund. I know that's not a lot for some shops but if I was the person who placed the $300 order I would want my money back right now.

[LittleGemsJewells]

@BudgetsByMackenzie 

Thanks for up dating us about that it's probably because they have been inundated. 

Etsy need's to have a 24 hr direct link for a call back for sellers who are experiencing an account hacking their lack of support is both disgusting and deplorable in these situations. Etsy have a responsibility to ensure a safe site for both buyers and sellers and they are failing miserably. So sorry this is happening to you.

[SummerSongCottage]

Could the orders be fake too? A scam way of getting money back?  These hackers are always trying to stay ahead of the game and find loopholes.

and how can an Etsy shop be hacked? what do we need to do to further secure our shops?

[SummerSongCottage]

I just checked my security settings, my Two-factor Authentication is turned on and sends security codes to my cell. That should be a standard practice for any log-in anywhere, Instagram, FB, WhatsApp, etc. If you don't have that set-up, you are at risk.