Cant respond to buyers

[GoldencapWellness]

I cannot repond to buyers. I keep getting a "if this keeps happening in, contact support" where exactly is the support?

I've never spammed anyone. My response rate was stellar and now it's at 67% which destroys buyer trust. I've left feedback and tried multiple avenues but Etsy simply does nothing. When I click "Contact Us" it just starts me at the top of the forum, and there is no category for my problem. I'm in a death loop. 

Help

[WitticismsRus]

@GoldencapWellness 

To open a support ticket just go to  Shop Manager > Community & help > contact us. 

[PlatypusDream]

Etsy may be limiting your messages if they contain medical advice or claims.  Your listings certainly do.

https://www.etsy.com/legal/policy/medical-claims/239976157654

[GoldencapWellness]

I chose my wording carefully so as not to trigger that but I'm confused as to what section makes a medical claim. Are natural  supplements not allowed in general?

I'd certainly appreciate your advice.

[nineteen27]

are you using the tags:

medicinal mushrooms.

brain health.

and um.

microdosing... is a nono.

" These are true MDs. Not recreational"

are you saying you are selling psychedelic mushrooms.

that would be a drug and against the law.

[BagmakerSupply]

@GoldencapWellness: "there is no category for my problem" Just use the nearest category or look for "I Still Need Help"

Often the first response you get from customer support is an automated reply meant to weed out the people who contact support over common issues that can be easily solved.

Every eMail from Etsy support should have a link something like "I Still Need Help". Click on that link in each reply from Etsy (or actually reply stating that you still need help) to keep the report alive otherwise Etsy will assume that it is resolved. You may have to do this innumerable times, before anything is done but do not give up. DO NOT open a new issue or contact Etsy multiple times about the same issue (doing so closes the one you already opened and puts the new one on the bottom of the pile).

[PlatypusDream]

Another thought:

You can have messaging priviledges removed for Fee Avoidance.

https://www.etsy.com/legal/fees/#avoidance

https://www.etsy.com/legal/sellers/#community

i. Messages

With Etsy's "Messages", you have the ability to communicate directly with your buyers or other Etsy members. Messages are a great way for buyers to ask you questions about an item or an order.

Messages may not be used for the following activities:

1. Sending unsolicited advertising or promotions, requests for donations or spam;
2. Harassing or abusing another member or violating our Anti-Discrimination Policy;
3. Contacting someone after they have explicitly asked you not to;  
4. Interfering with a transaction or the business of another member;
5. Exchanging personal contact, financial or other information for the purposes of evading the checkout process on Etsy, including phone number, address, email, social media handles, external URLs, instructions for money transfer, etc."

[GoldencapWellness]

Thank you and sorry for my late reply! I haven't committed any of those infractions at all. I have never sent a message to a customer on Etsy at all. The only messages I have ever sent are replies to questions prior to this issue. I can't even send them a note once they've purchased and I am shipping. Nor have I broken any of the community guidelines included in the error message. 

I cannot send a message to my store as a customer on my other listing either. I get a failure message. After following the error link I get when responding to customers, there is no disabled messaging option in their seller's help category section. This particular issue has no category. But even after using other help categories to contact support, I get no response either. Is there a general Etsy Seller email or an appropriate link for disabled messaging Im just not seeing? 

Thank you for your assistance I will respond a lot sooner than last time!