Account hacked and suspended by Etsy. Help!

[DittaPuhoy]

Hi! My friend's account is drakensoup, a shop with over 560 orders and a 99% 5-star rating, but she cannot post from it on Etsy community.

Her password was changed by a hacker days ago in august 12. She noticed it when she made a sale and tried to access her account but couldn't. When she finally recovered it and could log in as normal, she saw around 20 DMs that were sent from her account, that she did not sent.

I assume that is the reason why her account has been suspended, although she have always been compliant with the ToS. She sent an appeal and only got what seemed like an automatic reply from Etsy staff saying that she had infringed the rules, and not even an explanation of how or why this happened.

She have sent messages and she's desperate and devastated, as she is a freelancer and her shop is one of her main sources of income. I write for help, since I see this issue has occurred to other people in this board. I can provide screenshots of conversations with her clients previous to the hack incident, proving that I behaved normally and didn't break any rules.

Thank you.

[VintageRescueSquad]

She needs to respond to etsy's response with "I still need help"

Have her read this too: https://help.etsy.com/hc/en-us/articles/115015654008-What-to-Do-if-You-Suspect-Fraud-in-Your-Etsy-Ac...

[AAANativeArts]

You will likely have to respond to their canned responses with the I Still Need Help link several times before a real person will look at it. Be sure to keep it all in the original email thread, or they will close that inquiry and treat the next email as a new problem and kick you to the end of the line to start over with the canned responses. You may even get a response that says their decision is final. Ignore it and keep responding with I Still Need Help.

If the Call Back option is available, that might be your best bet to reach a real person. Sometimes they can help and sometimes they just forward a new email kicking you back to start over.

When my account was hacked, it took nearly 2 months to get it opened again, and in the meantime, they posted a notice that I was no longer selling on Etsy and refunded all my orders I hadn't shipped yet.

Don't bother with Chat. They have no authority to help and if they send an email on your behalf, they will close the original inquiry and you'll have to start over.

It can also take them up to 10 days to respond to each email.

[nineteen27]

@DittaPuhoy 

the problem with cosplay shops.

is they 99% of the time.

use copyrights and trademarks { and inspired by...}

that belong to other companies.

to sell their stuff.

so the shop may have been closed due to hacking.

but permanently closed due to at risk factors.