Critical site error, over 2 months and no fix. I’ve filed a complaint with the Better Business Burea

[#1]

I have an issue with my new site which has resulted in customers not being able to make credit card purchases on it, essentially making the site inoperable. I first reported this error over 2 months ago. Numerous emails, chats, and phone calls, and it has still not been resolved and it’s now the busiest sales time of the year. For the last 2 months Etsy have said the error is being looked at by their engineers. But there has been no progress. They haven't even replied to my last 3 requests for my complaint to be escalated. As a last resort I’ve filed a complaint with the Better Business Bureau. But does anyone have any other suggestions as to what I can do. Is there any other external entity I can go to? I’m based in California.

Thanks 

[PrairiePrimitives]

@VintageRescueSquad I have other things in my cart, but I'm not seeing the usual wording about checking out from this shop separately. Hmmm.

[HighgateMansion]

Yes, tried Etsy chat, phone support, and email. Around 12 times now. They have confirmed what the issue is, they just havent fixed it, 

[HighgateMansion]

Yes, tried, Etsy chat. email, phone, and forum. Same result. "They are waiting for their engineers to fix it.". They know what the issue is, and other people have had the same problem. 

[HatsForward]

I just tried to checkout with one of your items and the 'Proceed to checkout' button in grayed out. It also says "All payment methods for this shop are temporarily unavailable."

I hope you Etsy or someone can help you get up and running. It must be frustrating for sure!

[DudleyandSprout]

Have you tried contacting a moderator through the forums?  There are several ones I have seen in the past.  This usually draws their attention to your issue.  Also, don't keep on creating new emails.  Just reply to the original one saying you need help.

[ChillwolfArt]

@HighgateMansion  I'm sorry you're having issues. In your OP, you say you reported this 2 MONTHS ago. The "engineering team looking into it" is a stalling tactic. It's a shame you've been waiting this long for assistance.

@thatregina  Can you please assist the OP, or direct this to someone who can. Thank You in advance.

[DragoninKnots]

Have you tried the verification process on a different browser to see if the glitch persists? Disable any ad-blockers and pop-op blockers just in case?

[HighgateMansion]

Yes. Tried 3 different browsers and on my phone. Etsy have confirmed its an issue that can only be fixed by their engineers. 

[Amaradorn]

So the issue is that you have not been able to set up Etsy Payments due to a technical issue. Is that on the Etsy website or during the Plaid verification part of the process?

Are you using a VPN? Just an idea - I have no clue whether that is the problem but I do know that Etsy does not like it.

Also turn off an ad blockers as suggested above by @DragoninKnots 

[LightEncounters]

You're right. When I tried to add an item from your shop it does not let me check out from your shop at all. There is something wrong. It might be something else that you need to verify on your end with your shop.

[HighgateMansion]

Yes. Its a technical error that can only be fixed by Etsy engineers. They have confirmed this. Thanks for checking

[CraftyCornishMaids]

They don't have etsy payments set up.
if you go to their main shop page, the payments section is listing.

which is why you can't checkout

....

Etsy often says it's a technical issue - that's etsy speak for we not quite sure how it's messed up, if it's a technical issue, or user error, will fix it in a few years time.

[MoldCreationsNmore]

don't know if you work with your mobile or desktop/laptop, but anyway, I work solely with a laptop, I have another type of issue that I can work around by using a different browser, have you tried that like using a different gizmo and or different browser? hope your issue gets solved soon, good luck 

[HighgateMansion]

Tried on phone and 3 different browsers. Etsy have confirmed its an issue on their end that can only be fixed by their engineers. 

[AutumnHollowStudio]

@HighgateMansion where are you actually located, and your bank that you are having trouble verifying? I know your shop homepage says Los Angeles - but after reading your shop's "about" section which mentions you've lived in the UK and the various "ship from" locations on your listings - I am wondering if something is being triggered during Etsy's verification process. Everything must match - name, address where you live, name on bank account, etc.

[KernowClaire]

If they are that poor in their customer service to you, walk away and open your own site. You cannot rely on Etsy by themselves. At a click of their fingers, they can stop you selling, getting views etc.. It gives you a good example of how they treat their customers (sellers) at times. 

[ModAngie · Accepted solution]

Hello! We're sorry to hear you're experiencing issues with your account. We've forwarded your concerns to a specialist team. Thank you! 

Please know we handle support inquiries privately per our Community Policy – we’re closing this thread, so you can get the support you need from us directly.