Can't send messages to sellers or buyers. Customer service won't respond

[Former_Member]

Hello, I am unable able to send messages to sellers on Etsy. I have opened numerous tickets but they have been closed without responses. I spoke with someone on the phone who claimed the trust and safety dept would reach out to me but it's been weeks now.. I also have a new seller account. are you able to help resolve this issue? I really need help and have been getting the run around
.

thanks
Jon C
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[Jewels2at]

@Former_Member  were you sending unsolicited messages?

[Former_Member]

Absolutely not. I don't even think I sent one message out. I received a few spam emails in my inbox 

[Former_Member]

If someone from the company could respond I would appreciate it so the issue can be resolved 

[PlatypusDream]

@Former_Member 

Make sure the items you were selling are allowed to be sold here. Customer support is reluctant to help rule-breaking shops.

@LaVieEstChouette 

Etsy employees rarely come to the Forums.

You'll have to continue to try to contact them through the Help section.

Good luck.

[Former_Member]

Wouldn't support suspend my account or listings if they were not allowed to be sold? The platform still was showing my listing as live and for sale. 

[WitticismsRus]

The account you are posting this from doesn't have any listings at all and appears to be on vacation. Do you have another account or shop? If so be sure you have disclosed that in the public profile of each account as required.

[Former_Member]

I just put it on vacation because I realized I cannot contact buyers of my products on my account. Everything is above board with a new account I created. The issue has been going on since before another account was created

[WitticismsRus]

I'm confused because you don't have any sales so don't really have any buyers to need to contact right? 

In your OP you said you can't send messages to sellers then later you said you haven't sent any messages at all. So how exactly did you discover your messages aren't working? Who were you messaging ?  Is it giving you an error message or tell you that your messages have been temporarily disabled? Sorry, I'm just trying to understand so I can maybe try to offer some guidance or something.

[Former_Member]

I have no buyers yet, but tried to respond to a message of an etsy item a bought by messaging the seller and it wouldn't go through. I am assuming if a buyer bought a product of mine it would have the same issue and I wouldn't be able to communicate with them.

This issue is bordering on ridiculous. I can file with the better business agency given support just closes out my tickets with no response. How is that fair customer service?

[Former_Member]

I assuming my account isn't suspended either because it appears there is a seperate notification process in place for that

[PlatypusDream]

@Former_Member 

"but tried to respond to a message of an etsy item a bought by messaging the seller "

That's not how Etsy works. It was a SCAMMER attempting to get your financials. Responding to it may have caused Etsy to block your messages for your own protection.

REAL orders will show up as an orange number on your Seller Dashboard under the "Orders & Delivery" tab.

[Former_Member]

Messaging defintely isnt working. I responded directly to a message the seller sent me. so  i know it was legit. I also can't reach out to any sellers on any of their pages. it also doesnt explain why Etsy won't respond to my requests for support

[Former_Member]

is there a 1800 number I can call to get this solved? 

[PlatypusDream]

NO.

DO NOT look up numbers on the internet. They are all FAKE and scammers will try to take your money.

You must contact Etsy through your Seller Dashboard.

Here is a link to start a help request:

https://help.etsy.com/hc/en-gb/requests/new?segment=selling

[Former_Member]

For Etsy corporate here are my two requests for support which were closed without explanation

ID: #16226685

ID: #16226685

Kindly respond back or unblock my messaging capability. I am a legitimate buyer/seller. I would appreciate resolving this issue without further escalation. 

[PlatypusDream]

@Former_Member 

Etsy support does NOT come to the Forum.

You MUST contact them by the appropriate channels or you won't get help.

[Former_Member]

what do I do if they are just closing out my support requests? Any idea ? Maybe I will try reaching out to employees on linkedin. 

unless this is some sort of hacking issue? Its unclear to me how the tickets are just getting closed out.

if the account was suspended i would think i wouldnt be able to list new products and the billing would stop 

[ThePurplePuppy]

@Former_Member 

When you get an automated reply to your help request you need to scroll to the bottom and reply back "I still need help". IF you open a new ticket they will just close the previous one because the "bots" think the problem is solved. Then your new request goes to the end of the line. You need to keep replying to that same ticket "I still need help , over and over and over as long as they bounce it back to you. Finally (hopefully) a real human will look at it!

That is the only "Fix" we can do here in the forum--is tell you how to deal with that.

[Former_Member]

The tickets were closed and unable to respond but I took your advice and opened another ticket with the subject line "i still need help" i will keep doing that. I didn't realize its bots. I am leary of spamming the support system to much or that could make it worse, but i will keep trying

[Former_Member]

It just got closed out again... I will file with the better business agency at this time. I dont see any other alternative. I will wait to see if the facebook reach out works. Any alternative contact methods anyone can think of? 

[Former_Member]

UPDATE: I was able to get a hold of customer support on the phone because a number appeared for a callback. My account is with the conduct and integrity department but is not suspended. It is escalated with that team and it is waiting in a queue it appears to be addressed. They claimed it will take 1 to 5 business days. I am sure to be hopeful or not hopeful here. At least I have a way of getting a hold of support on the phone. 

[Former_Member]

I will let you know the outcome. I am worried that they will just not finish there investigation at all and will leave me hanging