Contacting Etsy on Technical Issues

[CoheeJewelry]

Has anyone ever received a response or corrected a technical issue by sending a bug report or sending feedback through the "Contact Etsy" link? I certainly have not. I'm wondering if anyone at Etsy even reads them.

[CryzalisDesigns]

Received some response, but doubt any where from real humans as the robot does not seem to have the ability to read the request and information sent to them, so you receive a reply with is a standard copy and paste text which has nothing to do with your initial questions or concerns.

[CuriosAnCollectibles]

Copy and paste responses that don't address the issue. 

[CoheeJewelry]

Theare are no responses whatsoever.

[howtobooksandmore]

What was your problem?  Etsy does not reply to reports of technical issues that are designed to work exactly as Etsy programmed them.  A good example of this is all the so called glitches in the Star Seller program that sellers think are programmed wrong but work the way Etsy wants them to.  They will also not respond when your technical problem involves any of their testing.  And testing in on area of the site can cause a lot of other problems in the same area that Etsy will simply ignore until the testing is over.

[PillowDetails]

@CoheeJewelry  can you describe your issue?  Maybe some of us here can head you in the right direction.

[CoheeJewelry]

@PillowDetails , I am referring to an issue on the "search analysis" page that is in beta. The "custom date range" feature is broken. It was working fine and I was using it daily up until July 26th of this year. It was very helpful to me. Anyway, they did something on that day that broke the feature. Now, when a custom date range is selected, the data table reverts to the default date range if any attempt is made to sort a column or change the page. I submitted numerous "bug reports" using the link at the bottom of the page. I submitted feedback on that page. I used the "contact Etsy" feature. I posted on FB "Etsy Sellers" group. (The moderator would not approve the post.) I posted in this forum. Again, the moderator replied that this was not the place to message Etsy. I don't think Etsy cares about this issue at all. In my opinion, there is no evidence that Etsy responds to feedback.

[ArtDollsbyJD]

@CoheeJewelry   I used to have that search analysis that was in Beta forever it seemed.

It has disappeared from my shop manager.  

Either Etsy removed it or I was able to disable it.  I never use anything in Beta for beta is usually unreliable.

However I am able to use the custom date range with no issue in stats.

Perhaps your utilities need cleaning or a reboot after cleaning out cache and cookies.  

[howtobooksandmore · Accepted solution]

Etsy has been playing around with the search feature for a while now and even stated that they are retiring AI and building a whole new search engine.  This supposedly broken search function was probably deliberate and Etsy is not going to fix it until they are ready, are not going to discuss it with sellers and aren't going to answer questions about it.  Sorry.

[CoheeJewelry]

@CraftyPoster, That could be, but the same feature does work on the Stats page. I can accept that they're working on it, but I would think that they would at least give some kind of acknowledgement that they received the feedback.

[ArtDollsbyJD · Accepted solution]

@CoheeJewelry  Etsy does not respond to feedback given.  If you emailed them and did not receive back a generic answer then they probably didn't receive your email.

If you did receive a generic, send it back with further questions.

Contact support is the way to get answers to questions.  Feedback and such usually does not generate any answers back.  

[MaisonMalouBerlin]

Hey guys! I am borrowing this thread (hope that's okay!) after extensive research on how to get support for a technical issue I am experiencing within my shop. 

whenever I try to update the shop announcement my old shop announcement appears.

When I edit, erase it click save and write a new one it looks correct from Shop manager but when visiting my shop from another device, browser, or incognito mode the old announcement has popped up again.

My temporary workaround has been to delete it completely which is the only way to erase the old announcement but I obviously would like to use the function properly.

I tried looking in the official forum (?) but could not find anything related. If somebody knows how I could fix it or point me in the right direction I would appreciate it a lot.

[PillowDetails]

@MaisonMalouBerlin   Are you changing it in Edit shop mode?

Try here (on desktop) - Shop Manager - Settings - Info & Appearance - edit Shop Announcement here - remember to scroll to the bottom of that page and SAVE CHANGES

[ArtDollsbyJD]

Are you going into edit on the shop home page or using INfo and appearance?

Info and appearance does not work for me.  Shop edit is the only way.

You have to go into edit on the page and then edit on the announcement .

You may need to refresh your page or reboot or even clean out cache and cookies. 

[SmudgePlant]

@MaisonMalouBerlin

What type of device are you using to make the change?

I just changed my announcement and it worked fine. (I just edited out the Holiday wishes part.) I used my desktop computer. I have heard that sometimes the app is glitchy.

Good luck

[MaisonMalouBerlin]

Hey guys thanks for the replies. I still haven't been able to get it to work. I've gone through both Shop Manager (Pencil edit) and Settings > Info Appearance but got the same results. Cleared cache and cookies and tried from both Google Chrome and Mozilla using desktop. 

The weirdest part is that it seems to work whenever I edit it (Your changes were saved! msg and I can see the new announcement from the edit view) but whenever I am checking the shop the old message has popped up. Looks like I am stuck with holiday greetings and December Sale.. I don't know what to do. 

[SmudgePlant]

@MaisonMalouBerlin 

Change it again and I'll see what it says when I view it.

[MaisonMalouBerlin]

Wow! I downloaded a 3rd browser (Microsoft Edge) and on the first attempt, I was able to update the announcement. 

@SmudgePlant Thank you for your quick reply, great support! 

[SmudgePlant]

Congrats @MaisonMalouBerlin . No more holiday greetings!

[ArtIsPraise]

I have been trying but haven’t heard a peep

[WhatElseIsNewVintage]

It usually has to get “escalated” to two or three different departments. When you do talk to them I recommend getting a “reference number” bc it’s impossible to tell if you’re ever going to hear back. Instead they’ll just send emails asking “how did we do” lol 

not very well etsy, not very well.