CAN SOMEONE PLEASE HELP ME UNDERSTAND WHY GETTING AHOLD OF ETSY SUPPORT IS SO DIFFICULT?

[ElegantElephantCo]

While I am sure it is just me - I just don't understand why you cannot get someone on the phone anymore.  After the support rabbit hold of links, redirects, and similar tax ID issues, online (when it allows me to log in) it states come back and check in an hour.  My tax data was updated on 02/22/2023, and yesterday it asked again to update the info.  I would attach if I could, but it states my ID and data is validated, but shut my site down.

Now I am being asked for two factor authentication using the app, which was never set up, so I cannot access the security settings to capture the QR code to get the login data, which is now an endless loop of needing the QR code, but not being able to get said QR code, to set up the app, as you have to be logged in to obtain said QR code. 

Does anyone have a phone number or way to simply just ask what the issue is?  I am on day 2 and have a half doze of unanswered emails.  I am past frustrated and just launched a few new products so the timing couldn't be worse.

~EE

[PlatypusDream]

There is no phone number for Etsy.

You can request a call back, but be aware that the call center can not help you with major problems.  They will refer you to "experts" via email anyway.

They also cannot verify your ID.  You have to follow the process and wait.

If you already have a help ticket open, DO NOT start another. That will kick you to the back of the line again.

Also be aware that it is the weekend... so you will be slow to get help.

Good luck.

[DigitalArtsi]

"refer you to experts" is just code word for sending your issue into the abyss nowadays lol. At least that has been my experience every single time. I still have two bugged orders stuck in my "open orders" section from 2020 that never got resolved and I was "sent to experts" over three times...

[ElegantElephantCo]

Current Timeline:

Note my shop has now been down for 3 days, right after a new product design launch. 

• 02/22/2023 (Wednesday)
• My tax ID was validated, documents uploaded
• 02/22/2023 (Wednesday)
• I launched a brand new product design, that took over 60 hours had
• I paid Etsy to market the item globally
• I received over 35 requests for the file (attached) which was listed at $100 per file ($3500) based on my marketing alone, which does not count what I paid Etsy to market globally for this one listing
• After selling one item, the issue began ($100 revenue)
• 02/25/2023 (Saturday)
• After one purchase, I was told my site was shut down due to not having a valid tax ID
• I immediately started researching phone numbers and email addresses, only to find chat was the only way to communicate with Etsy.
• After an entire day of research (between 8am and 2pm local time), I found a way to submit a request to Etsy, which was an online web form which received zero response (still no response as of 02/27/2023)
• 02/26/2023 (Sunday)
• I finally found a way to access Etsy chat through this link (https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_star_seller-contact_select)
• Chat with [removed] (8:43am)
• She opened ticket # [removed]
• Chat with [removed] (10:55am)
• • [removed] asked me to resubmit my tax data, even though it was already verified and I have 2 items listed.  The rest say “deactivated by Etsy”
• Etsy Community (12:26pm)
• I posted on the community to find out why this was so difficult to contact Etsy
• The replies state Etsy support is not good
• Chat with[removed] (1:38pm)
• I was told the ticket was escalated, and the website states “check back in an hour”
• Chat with[removed] (3:40pm)
• I let[removed] know 2 items are listed, the rest are deactivated
• Again, my ticket was “escalated”
• 02/27/2023 (Monday)
• My shop still states “Your shop has been suspended” “Provide a valid taxpayer ID to continue selling on Etsy.  However this is inaccurate, as I have two items listed for sale. And my Tax ID was verified on 02/22/2023
• Chat with [removed] (8:27am)
• I was told that a “specialist” needed to handle my ticket
• [removed] said by after I asked what that meant, and she disconnected
• Chat with [removed] (follow up from above)
• I stayed in the chat and [removed] connected, only to tell me the same – that I need to “check my email” until I received a response.

[OneEyeCatStudio]

It's possible that whoever the mod was who removed the words from your post will have passed the word on to someone who can help you.

[HouseofWhisperingFir]

Maybe...............one can only hope and try to stay positive.

[KBsEmbroideryGifts]

You are not alone. They have done the same thing to my shop. I have uploaded everything they need, and yet they keep telling me the same thing over and over. 

[ElegantElephantCo]

Hey KBS - I have been doing daily call backs - I did finally get support to admin one thing..

I WAS ABLE TO CONFIRM WITH ALIAH AT MINUTE 33 (of my call on 03/17, around 11am local time for those at Etsy who want to check the call recording), THAT ZERO PROGRESS HAS BEEN MADE ON THIS TICKET IN 20 DAYS, AND THAT THE 42 ITEMS ARE STILL DEACTIVATED. 

I did get a credit for my items I paid for, and also the marketing and adds fees if anyone is interested in using this ticket as a reason to request a credit.  RIDICULOUS.

[IndustrialBlonde]

@ElegantElephantCo  Just made a screen shot of your post and a copy of the content as they at Etsy are going to censor it like they did your above post. If anyone needs it, let me know. 

[ElegantElephantCo]

Screens shot away. I cannot believe there is not a class action on this. Eventually this will impact a big time seller who has had enough. 

Thanks for the heads up though on the censorship. Ask for a name and supervisor name every time.

To find out after 21 days there has been no progress is unbelievable. 

it’s no wonder why Etsy stock is down. 30+% in the last 3 months. Just another Reason. 

[CoquetteBath]

so I see Kansas City Chiefs items in your shop header. The NFL does not grant crafter licenses, so the time could be being used to validate the next steps for your shop.

No one in the forums (who are other sellers) can help you with this situation. And I do get that it is frustrating, but while you are waiting, go over your shop and remove anything that you don't have the rights to use. Ensure that you are operating 100% in line with the law. I had a similar frustration when we had to do the plaid verification last year. Went days without a response. FINALLY, I got through.

so while I get the angst...patience.

[ElegantElephantCo]

I appreciate your input.  The BBB is involved and I have items I can list.  Etsy has confirmed, which can be seen on the thousands of BBB reviews in addition to this community, that they have an issue with this process. 

That said hopefully the BBB can help.  Given they have a 1.1/5 stars - so perhaps its not just me.

[WhirligigEmporium]

Etsy makes it difficult to contact them directly because they don't want to help you and hope you'll just give up and stop bothering them.

Angela

[PlatypusDream]

@ElegantElephantCo 

If you have had items listed as "Deactivated" by Etsy, they may have been removed for being against Etsy's Terms of Use.  This could have been anything from using endangered wood products or illegal substances, intellectual property rights infringement (for example, selling SVGs with unlicensed MBA, NFL, NHL logos), selling items that are not handmade, vintage or supplies.  Or, a word in your listings could have triggered Etsy's poorly-trained Bots.

https://www.etsy.com/ca/legal/prohibited/

https://www.etsy.com/seller-handbook/article/the-ultimate-guide-to-intellectual/22398703823

[ElegantElephantCo]

Thank you - I appreciate your concern and the previous seller, and trust me - I wish it were this simple.

If you read my post, the issue is they somehow locked my tax ID and cannot remove it.  I have 7 Etsy resources who have documented in chat and email that the issue is in the system, and "Specialists" are working on it. 

I can pay and list any item I want, but the dog bowl item for example I have, cannot be listed. 

[ElegantElephantCo]

For future community helpers that may not read my original post.  THIS IS A TAX ID ISSUE THEY CANNOT RESOLVE.

[CoquetteBath]

hey I think people do get that but...for me...if I saw someone barreling towards a brick wall, but they said 'oh I just want to know if you like my new wheels...'

I'd still tell them about the brick wall because I don't want to see anyone hurt or sued.  But you do you...

[KBsEmbroideryGifts]

Was the BBB able to help?

[SugarTaffySoap]

@ElegantElephantCo  Can you tell me if this works:

For call backs on the weekdays you can go through Shop Manager>Community & Help>Contact Us>Selling on Etsy>(select appropriate drop down)> I Still Need Help>... Call backs are 7 a.m. to 9 p.m. eastern time in English. 

[FunkyKoala]

Never had it ever. I'm in Australia.

[AAANativeArts]

If they give you a number to request a callback, that is your best option, but it is not always available to sellers, and never on weekends or holidays. You can't call them directly.

The Chat is totally useless. They are people in a foreign country reading from a script of general basic questions. If your question isn't on their script, they will tell you they will forward it on to Etsy, which they may or may not do. Even if they do, that means they send an email to etsy on your behalf, which closes  your current inquiry and sends you to the back of the line.

If you  need help with anything that is personal and specific to your account, like verifying things, and you can't get the callback number, you need to send them an email via Community &Help-->Help. Just pick a question, it doesn't matter what, and scroll to the bottom of the answer and click on I Still Need Help. That will give you a form to use to submit an email to them. Change the subject line to what you need, and tell them what your problem is. Wait up to 10 days to get a reply, which will likely be a canned response that still does not address your problem.

There should be another I Still Need Help link at the bottom of that email. Click that and explain your problem again. Attach screenshots or whatever you have to clarify it for them. Wait up to another 10 days for a reply.

You might get 2 or 3 canned responses that don't solve your problem, each with a 10 day delay waiting for an answer before a real person actually takes a look and (maybe) helps you solve your problem.

In the meantime, do NOT send them any other emails outside that chain, or they will automatically close your first inquiry, marking it solved, then they will treat each new email as a new problem and kick you to the  back of the line again to start the process over. And get more form letters before you get another person eventually.

And don't hold your breath in the meantime. It is going to be a long wait before you get help, if you ever do. 

That is our increased listing fees at work improving things for sellers with the extra money, yeah, right.

[Dexcy]

It's not about taxes, but

In my case there is no any email form to contact them...

where do you find that form???

I click "I still need help" and nothing happens except that button desappears

I susspect that's because they just automatically issued a full refund from my own account to the buyer that claimed that order wasnt delivered, but tracking shows it was delivered 3 weeks ago...

So, they just removed that option to contact them from my account I guess???

Since I tried all options and still nothing...

Whats going on with etsy???

They just illegally taking our money and giving them to buyers without even chance for sellers to say something???

[TinLizziAntiques]

OP, try using your own SSN and personal name, not a company name or Limited Liability Company EIN. Etsy must send any 1099 this year to an individual owner, and IRS requires an LLC to use the shareholder's SSN for tax purposes. You may have created your own problems if Etsy can't accept your tax identification.

[ElegantElephantCo]

Thanks, yes it has always been my personal name and SSN.  I can actually post NEW items, pay more money and market them.  So the Tax ID myth seems to be misdirection.  If they wanted to enable my prior items they could.  I handed it over to the BBB to run with. 

[IndustrialBlonde]

Because thou art but “the churn”. As are we all.