Can't access to my shop

[KnitHappensTR]

Hi y'all,

I can't access to my shop (not this one, my other one) and when I try to change the password it says "Our security team has temporarily limited your access to this account for your protection. To regain access, please contact us. Learn more about why this happens."

I sent an e-mail to Etsy explaining the situation but it's been 3 days and I haven't heard anything yet. Meanwhile since I sell made to order items that are promised to be delivered same hour and same day, (so max 24 hours), I receive the e-mail notifications from people asking for a refund, getting angry at me for not responding and I'm sure the 1 star reviews will start soon. I was also aiming for the star seller badge but a lot of people reached out to me for the first time during these 3 days and I wasn't able to respond in that 24 hour window so there goes my score. Also, some people asking the refund saying they don't need the item anymore -which they are right because its so late than promised)- It's not fair that I lose a sale I would deliver the same day under normal circumstances. And I also asked Etsy to at least put my shop on break/holiday mode so more orders don't pile up. But they haven't responded yet so I collect more angry people at my shop as each day goes. 

To top all that, they started messaging the customers "THANK YOU COUPONS" without even writing auto-text at the top so people probably hate me thinking I don't even care to deliver their orders but send them coupons to buy for more. LOL

This is such a mess and I don't know what to do. So dissappointed and anxious about this. 

[KnitHappensTR]

For anyone going through the same thing and messaging me: It took them 9 days to get back to me. Such a joke. And the answer was like "your account was suspended by mistake" LMAO IT WASN'T. My shop was up and running, orders got up to 200+ with angry customers asking for refunds. Suspended accounts don't even come up in the search, if there isn't some kind of new "suspension". They don't even know what they are doing. My star seller response rate went down to 58% from 99% and they don't even respond back now to fix it:) My last resort was sending another help request from this account with all CAPS: JESUS CHRIST SOMEBODY HELP. and next day it was "solved". Good luck:(

[BrooklynStVintage]

@KnitHappensTR  I am sorry this happened to you, what a nightmare. Perhaps I missed where you have disclosed your other shop, as required by Etsy, but I didn't see it.

I would ask for some type of action from Etsy, like removing any negative reviews from their "mistake". It would not be acceptable to let this just slide and leave you with the mess they created.

[LaRenaissanceGirl]

Wow... that’s is insane. What is wrong with the seller support department?! Unacceptable. 

My advice is not to respond to any of the negative reviews because it will lock it in. As seller support has proven themselves to be unreliable when it comes to helping sellers, and can’t probably be counted on to remove those reviews manually. So don’t respond to them.

I would message back all of your angry customers with an apology explaining the platform’s mistake. 

Going forward, make sure your social media links are prominent in your shop and maybe even mention it in your shop announcement. Say something like “I am always reachable on Instagram DM (or whatever you use) and maybe you can work out things with a customer there if your messaging is disabled here.  Geez... so sorry. Appalling communication efforts from the higher ups.

[WhitePaperWorks]

I have the same problem (Our security team has temporarily limited your access to this account for your protection)
It has been 36 hours for me. You have opened a request many times. I connected to live support. They say wait, our expert team will call you.

I am horrified when I look at your problems and the solution times.

[WhitePaperWorks]

We are experiencing the same problem at my wife's store. It has now been 72 hours and I still haven't gotten any results.

We can't respond to messages from customers = My message response statistics are terrible

We cannot deal with incoming sales = Buyers send messages, we cannot respond

Result= Problems continue in the loop.