Email and Live Chat is not responding - usual timeline for their response?

[AntlerRings]

I added a product to my site but it got flagged and was deactivated by Etsy so I contacted support via email and live chat but as of this moment, there is no response. Live chat is also not responding to my queries, after stating that a specialist would look into my case. I also contacted them again and asked for an update and again the response was that a specialist would look into my case. there are products that I have to add but I'm a little bit worried as it might get flagged again and it might result in a suspension. I also deleted the product that was deactivated by Etsy.

What is the usual timeline of their response? and how long does it take for them to fix/address an issue? It's been days and I haven't heard back from them on Email. Chat support is also not answering my inquiries.  

Also, if I add a product and it gets flagged again (hopefully not) will I receive a penalty or suspension? and if that happens what will happen to my shop? is there a certain number of suspensions/violations before a suspension strike? For like say after 5 violations your store is suspended. something like that. 

Any similar cases and help would be much appreciated.

Thanks. 

[JJewellerySuppliesUK]

Do not relist a deactivated listing!!  Don't you have to wait for the head office opening hours to get support?   It is 3.35am in New York. 

I believe you can only have 3 strikes and then you are out permanently and Etsy can and does remove the Star Seller permanently so do take the notice seriously and don't relist anything until you get the okay from Etsy. 

Why Was My Listing Removed by Etsy? – Etsy

You need to wait for a reply to your email.  If you send another email, the first one gets closed and you are back to square one.

You probably already know that Etsy is notoriously slow in dealing with issues that their over zealous bots have flagged.

[AntlerRings]

Hi, thank you for your response.

I did take the notice seriously, so thank you for that.

I was using the same ticket, so it won't go back to square one.

I have also added other products again without problems, but then again, when I added the product that was causing issues at first, it was flagged for the second time. Support stated that I violated the handmade policy, but then again, I was just adding it based on how I added other products. There are also no handmade tags or descriptions on it, as it is similar to my other listings. Do you have any experience similar to this?

[BagmakerSupply]

@AntlerRings: A quick browse or search of this forum will give you some "answers"  to your questions.

[AntlerRings]

Hello, I already did but I can't find any information about it. 

[3DfyNet]

I have the same problem. I've been waiting for 9 days and they just keep on ignoring all of my messages and emails. It was deactivated by a bot 2 minutes after listing. 

[BagmakerSupply]

@3DfyNet: The way your listings (especially the titles) are set up it could by construed by buyers (and Etsy) that you are selling counterfeits. Dyson Widget has a different meaning than Widget for Dyson - the former implies that the widget was made by Dyson. Perhaps that is what happened with your deactivated listings. If you have actual licensing from the companies to use their trademarks you should include that information in your listings.

[audreytherese]

It took 2 months for me to get my first response when I questioned a deactivated item. 

[blisstiques]

I can't get a response from Etsy chat. None whatsoever. How do i complain or report this?

[PlatypusDream]

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR3XJULkao3ZPR8XcOEf2A7143n87Xt...

[AAANativeArts]

Etsy says they will respond to email within 10 days, but that is more like the minimum time. Usually they will send 2 or 3 canned responses before a real person looks at it. You have to keep replying with the subject line "I Still Need Help" in the same email thread until you get a real person.

Chat and the Call Back number are only available during business hours New York time, from Monday to Friday and they are also closed on holidays in the US that may not be celebrated in other countries.

They will never tell you exactly what you did wrong. You just have to guess what that reason might be. Since you now have all your products turned off, we can't really suggest what the problem might have been.

What was the item they deactivated? Was it a knife? While you might have been able to break certain rules for a long time, they are now cracking down on items that don't meet their policies. There are specific rules about knives.

On jewelry, if your images are found on Ali Express or Temu type sites, they will assume you bought yours there, also. If someone on one of those sites stole your original photos, you will have to file a DMCA legal form to get them removed.

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