Account Suspension Error Help!!

[TheRusticStoreUK]

I am posting on behalf of a friends account that has been suspended.

Account name: Orso Woodworking

On the 23rd January, Etsy suspended my very successful account. I handmade rustic furniture and have been trading on Etsy for 4 years. This account is my whole lively hood and supporting me, my wife and my children. Etsy suspended my account for "Policy violations" but wont elaborate what the violation was. Nothing about my account had changed for the last year so I find it very hard to believe that I have violated Etsy's policy. To make things worse, Etsy are now automatically refunding all my customers who have received goods who ask a question about it. One customer missed the delivery and asked if they needed to collect from the post office... Etsy refunded them. Another asked (after the item was marked as despatched) what day the item would arrive...Etsy sent them a full refund. Another had slight damage and wanted to speak to me about it...Etsy sent them a full refund. Since the suspension I have had over £1000 worth of orders refunded. 

I have tried reaching out to Etsy numerous times over email support but never get a response. I have requested call backs to which the call handler tells me its not their department and I need to contact them over email, which leads back to my previous point of not getting an answer. 

I am running out of options and don't know what to do. I have even email the CEO to look into this matter but again, no response.

I am now reaching out to the community to see if there is any help I can gain through this. My store is my life, if I have done something wrong, I would like the opportunity to know what it is and how it can be resolved, not to be banished with no explanation and a very uncertain future ahead of me and my family.

Thank you for reading this and any help/advise would be great.

[AbstractArtHome]

How to File an Appeal for a Permanently Suspended Account

https://help.etsy.com/hc/en-us/articles/6298920789271-How-to-File-an-Appeal-for-a-Permanently-Suspen...

[TheRusticStoreUK]

They have and instantly got sent an automated response saying "your account doesn't meet criteria to be reinstated but we cant disclose that criteria this is"

[NanaLetha]

Your shop is not suspended!

[DudleyandSprout]

@NanaLetha - Orso Woodworking is the shop that is suspended.  The Rustic Store is posting on behalf of his friend.

[TheRusticStoreUK]

My account isnt, this is about a different account.

[CraftyCornishMaids]

That shop had a shoe rack, exactly the same as yours, with the same shoes in it

if you have pictures in other places, etsy may not think you are making them yourself - you or them

I would be careful, because if etsy links your shops, yours will be shut too, as you are definitely selling the same as they were

[Amaradorn]

@CraftyCornishMaids both accounts appear to be owned by the same person (as far as I can tell).

[Littlejemsuk]

Your shop is open, I can see it

[TheRusticStoreUK]

My store is open, this is about a different store

[Amaradorn]

@TheRusticStoreUK Are you Jonathan or is that your friend?

[CraftyCornishMaids]

@TheRusticStoreUK 

your shop, and their shop, are selling the same things,

the shoe rack even has the same pair of shoes in it. in the pictures, in the two different shops,

One of your shops is not selling things that are handmade by the shop owner

Etsy probably thinks it is your friend selling things you have made,

or, they think the things are not handmade at all.

[TheRusticStoreUK]

i added the items to help them out. both shops were not selling the items at the same time. however, wouldnt this result in a listing ban rather than a permanent suspension? 

[CraftyCornishMaids]

@TheRusticStoreUK 

no - ban, you can't sell the same things in 2 different shops,

and everything you sell has handmade, has to be made or designed by the shop owner

remove those shoe racks, before you are shut down too.

[TheRusticStoreUK]

how can some people see the store and items they had for sale? everytime i seach it, it says shop not selling on etsy or doesnt exist

[CraftyCornishMaids]

you can see cached versions ( ie older copies) of when it was open

[TheRusticStoreUK]

ah ok. makes sense. any advice on the actual post in regards to getting in touch with etsy? the items were not sold on separate accounts until after the ban

[CraftyCornishMaids]

the shop owner can appeal

https://help.etsy.com/hc/en-gb/articles/6298920789271-How-to-File-an-Appeal-for-a-Permanently-Suspen...

however, remove those shoe racks asap, before you are shut too - you did not handmake them, so you cannot list them.

[Amaradorn]

This is the only advice: https://help.etsy.com/hc/en-gb/articles/115015672628-How-to-Reinstate-Your-Suspended-Account

If an appeal has already been submitted and refused then there's not much else to be done.

Also, be aware that if Etsy can make any connection between the two accounts (e.g. same owner, bank or tax details) then both will be closed, and you/they cannot open a new account.

[TheRusticStoreUK]

Ok thanks for your help. This thread can now be closed