Etsy chat - Representstives hang up

[GeodeWorks]

I’ve chatted with different Etsy reps this past week.  Everytime they ended up ending the conversations.  Topics from no reply messages counting towards star seller.  And Memorial Day counting against star seller shipping as well.  For some reason they just don’t want to answer me.  What are y’all’s best way of communicating with Etsy support?? 

[CarpetCollectionAU]

 "What are y’all’s best way of communicating with Etsy support??"

If the answer to any question is available in the Help Center, then Etsy Support will simply reiterate this. They have no authority to go "off-script" and have limited access to resources.

If the questions related to SSP Messaging and Shipping on Time, these metrics are clearly elaborated in the SSP documentation. Etsy Support has no authority to comment on these or alter the SSP data.

Having said that, there is no excuse for rudeness such as disconnecting calls/chat but, perhaps, sometimes that may be the only possible conclusion when all else is exhausted??

[bradgoodell]

"...sometimes that may be the only possible conclusion when all else is exhausted??"

That seems likely. 

[VintageRescueSquad]

Yes, they are being rude, but the Chat is outsourced. They are very limited in what they can do.

Etsy has said that they will not manually override anything to do with the SSB metrics. Etsy also doesn't recognize any holidays for any country. There are tools for sellers to use when a holiday falls on their shipping date (extend the shipping time).

So, although they are rude, there is nothing they can do in either instance.

[BlueCatStudioShop]

@GeodeWorks   Well since chat didn't help you, I will. If there is a federal holiday that also effects the post office, you need to manually change your shipping date a few days further out to make up for the postal holiday. Etsy does business in a bunch of countries and doesn't want to keep track of all the postal holidays. And yes, your star seller is messed up, but it isn't permanent. It isn't like it does anything for you anyway. Good luck to you. Another thing that will screw up your star seller is not answering messages. Answer the messages asap, every time, or make an auto reply. And since I still have some space, Etsy isn't passive income, we all have to work very hard for the pittance we get out of it, and we have to follow all the rules, even the stupid ones.

[bradgoodell]

"Topics from no reply messages counting towards star seller.  And Memorial Day counting against star seller shipping as well.  For some reason they just don’t want to answer me."

Chat can't help you with either of these issues.  No one at Etsy can or will, since Etsy doesn't see this as their problem to fix.  All support will do is suggest you read what it takes to be a Star Seller. So if you continue to contact them, you will continue to get the same reply.

Since support can't help you, I will try:

1. There is no such thing as a "no reply" message.  If it is a new message, whether from a buyer, a seller, spam, your best friend, or your creepy ex, you must either reply or send it to spam.  This has always been part of Star Seller.
2. Yes, Etsy does not take holidays into account. Never has. Instead, Etsy has two tools at your disposal.  Tool #1 is to extend your turnaround time prior to the holiday to allow for the extra day.  Tool #2 you can extend the ship-by date after a sale is made, but this must be done before the ship-by date has arrived.  Both work with Star Seller.

Next US postal holiday is Tuesday.  Either change your turnaround time today, or plan to extend your ship-by dates.  

Hope that helps.

[LastCentury]

through email. With a clear statement of your needs, include any pertinent screen shots, details circled. Respond to the automatic reply they send you until you get a real person. Patience.

Chat is a joke, they only waste time reading through the handbook hoping they will exhaust you with a plethora of irrelevant answers. I swear they get paid by the minute & they are probably managing multiple chats at the same time. Personal experience.

[bradgoodell]

@LastCentury  Since the OP is asking about Star Seller issues, there is no reason whatsoever to continue to contact Etsy.  Etsy states clearly and repeatedly that they will not adjust Star Seller.  Continuing to contact Etsy regarding Star Seller issues only ties up resources better used elsewhere and accomplishes nothing.