Etsy Help is not working

[JewelsTennessee]

Click on help and you get the Whoopsie screen! Click on contact us and you get the Whoopsie screen! All these extra fees we are paying sure did not help much!

Trying to find out why the sale made today had sales tax deducted from my deposit before the order was even added to my account balance! My morning balance was $141 but sales tax took it to $131. What a racket you are running! 

[DreamGreatDreams · Accepted solution]

etsy charges the customer the tax and then pays it for you, so you wouldn’t see it in your account. you should be able to look at the finances tab and see a breakdown of fees and charges for every order. 

since it became difficult to get to the link for help, i’ve collected links where sellers have mentioned they could contact them. i hope one of these will work for you.  i just tried the email and callback link and both worked.

here is the link to the “how to contact support” from the seller’s handbook:

https://help.etsy.com/hc/en-us/articles/115013375488-Contacting-Us

here is a link to initiate chat or email:

https://help.etsy.com/hc/en-us/requests/new?ticket_form_id=360000108008#issue_sell_ship_order

https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_update_account_email-contact_selec...

here is a link to request a callback:

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

or try this link to email them:

Submit a request – Etsy

if you do email them you *should* get an automated reply and once you do, you must reply to that email above the line of asterisks that their automated best guess solutions did not work. all you have to say is something like “i still need help”, send your reply email and it should stay active.

[WonderWorks]

All of these links are also "Whoopsie" screen. Ugh!

[JewelsTennessee]

Just an FYI of what I found with fees and emails with Etsy regarding fee payment.

Here is another great example. This was an international order placed with me. As you can see EVERY SINGLE FEE WAS DEDUCTED FROM MY ACCOUNT BALANCE BEFORE THE PAYMENT FROM CUSTOMER WAS APPLIED TO MY ACCOUNT! MY DEPOSIT IS NOW $30 SHORT FOR THE DAY AND WON'T BE AVAILABLE UNTIL END OF TOMORROW.

THIS IS NOT ACCEPTABLE. I KNOW YOU CAN MAKE THIS GO IN ORDER SO THAT FEES ARE NOT DEDUCTED UNTIL THE CUSTOMER PAYMENT HAS BEEN APPLIED TO THEIR ACCOUNT BALANCE! 

IT ISN'T ROCKET SCIENCE FOLKS. 

[TheCushionHouseUK]

Hi DreamGreatDreams - I just wanted to say a massive thank you for providing this information. I have had huge problems with Etsy Support (or lack of!) on both a technical and a financial issue. After 3 weeks of trying to make contact in several different ways, I have finally sent a message to every link you have given in the hope that someone from Etsy makes contact. It has been a complete nightmare and a huge waste of my time trying to get help from Etsy so thank you very much for providing the links.

Stephanie x

[NancyQstudio]

Self deleted......I misread the post. Sorry.....

I surely hope you get support soon.  Yes, Etsy's customer service is very lacking.  But, they have shared they are working on this issue.  Hopefully we will see changes soon.

[JewelsTennessee]

Appreciate the help. I sent in a "submit request" via the link you gave. This is ridiculous. The order I got today had the sales tax of $10.92 deducted from my available balance that was to be deposited today. So instead of getting the payment from buyer and then deducting the tax they took the tax out of my deposit for today. 

[ArtDollsbyJD]

Did you have any outstanding fees?  Etsy takes the sales tax at the point of sale not after.  It sounds more like you have fees that needed to be paid. 

Chances are your computer needs a reboot or cache cleaned out.  Whoopsies are usually a computer problem not an Etsy problem unless many sellers are experiencing the same issue. 

[JewelsTennessee]

Others had the same issue.

No fees.

They took the tax for an order out of my deposit.

Then they applied the customer payment to my account.

My deposit was shorted the amount of tax. Case closed.

[NoFrogsAllowed]

If sales tax needs to be collected, Etsy adds it to the item total and the buyer pays it.  It shows in your account, because the payment processing fee is charged on the total amount collected from the buyer and then it is removed and sent to the proper agency, because the transaction fee is only collected from the item price and the shipping.

[JewelsTennessee]

My balance to be deposited that morning was $141.79.

The sales tax was deducted from the $141.79 leaving my deposit short the $10.92. 

After that was done, the payment for the order was applied to my account. 

Bogus. I have been selling on Etsy for a long time with over 5,000 sales so please feel free to tell me how it all works.

[FrogsandChicks]

Those links all seem to be working fine now.

[FringeVintageShoppe]

Nope. On May 19, 2022 I still get Whoopsie screens. I first reported this Etsy about 6 months ago. 

[FringeVintageShoppe]

• I have reported this bug more than once beginning maybe 6 months ago. I can't understand why Etsy cannot fix this.

[MirageRiverCreations]

I had that problem with the help center for days too: a Whoopsie screen every time. Eventually it seemed to sort itself, but I haven’t tried again in a few days. Honestly, at this point the breakdowns don’t even surprise me anymore. After all, this is Etsy.

Etsy’s payment account is bugged and does very strange and borderline unethical things to random sellers a lot. Sellers who’ve never experienced these questionable activities continue  to maintain there’s nothing to see here and nothing wrong when errors occur. (It must be those of us who’ve seen the errors making them, not Etsy.) It’s quite infuriating and frightening to know our finances are in such incompetent hands.

[JewelsTennessee]

They obviously don't care. This is an ongoing problem. Their advice is I hire a tax professional! No, what I want is when a buyer pays, then deduct the fees from that payment in ORDER! Do not deduct fees from my payment account BEFORE the customer payment has been applied. It's ridiculous.

[AdventWoodProducts]

Etsy help screens displaying the "Whoopsie" message yet again.  I realize help is kind of non existent at the best of times with Etsy but this is ridiculous that they're taking months to fix some basic links (and keep them fixed).

[AdventWoodProducts]

My Etsy stats are always wrong for about 3-4hrs every evening as I guess Etsy can't figure out time zones or they assume we don't mind if our stats go to zero for a few hours every evening ... it's embarrassingly bad how poor the software is & having zero seller support doesn't help.  I've seen better school projects!

[PortalsFromThePast]

Etsy help and Contact Us no longer work for me. No matter how I try all I get is the Whoopsie message. 

I cleared cache & cookies, rebooted both my computer & router. I have 2 computers and this is happening on both of them.

[PiecesOfMePaperCraft]

I get the Whoopsie screen a lot in the evenings when I try to use the Etsy Help section. I wonder what's up with that.

(yes, I realize this is kind of an older thread but the issue is ongoing)

[MirageRiverCreations]

I know this is an older-ish thread, but I got a message from Etsy today through my messages. Message links back to a thread on here that you cannot reply to. They asked for screen shots of an issue that’s no longer happening, or suggested I request a callback to talk about it. Then linked back to a “dead thread” which might be the best way to describe their Etsy posted threads that can’t take replies. Claimed that by right clicking the screen or something you could get a menu or something that would allow you to send them screen shots of the issue. An issue no longer happening, so no screen shots to give. I was wondering, did anyone else receive this email? Seems an odd thing to be concerned with now…