Etsy chat, email responses and payouts

[WheeliePro]

Hey, 

For last 2-3 weeks we are cannot contact ETSY via chat it is like frozen, no replies from chatbot and no connection with manager. Same situation is with e-mails responses, no answers from ETSY side. 

Also we are facing payout problems, 90 days after first sale were completed, received message that we could make daily payouts, but still no movements.  

- first sale was on December 2024

[CryzalisMasksUK]

Try logging out, clearing cookies and cache, then log back in. Open your live chat with Etsy and type a new question, this may get it going.

As for the 90 day hold, it can be up to 180 days (working days).

You will have to contact Etsy via the "contact us" section and click on "still need help"

You may find you receive a automated reply to your initial emails in the thread, keep replying with "still need help" and eventually a real person will look at the email and reply 

[WheeliePro]

Hey, thanks for commenting 

Tried to clear cache - nothing changed, also tried to use another browsers.

Yes I made help request as you said section "still need help" - ticket is just closed after one day none answer from customer service. 

Tried once again.

[CryzalisMasksUK]

There is a call back option, but restricted to a list of countries 

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

If your country is not on the list, maybe you can use a virtual phone number 

[WheeliePro]

Yep, unfortunately my country is not on the list. Can I ask you to write from your profile in chat that shop WheeliePro needs assistance? Will really appreciate it! 

[CryzalisMasksUK]

The customer support is outsourced and imagine they have very limited access or knowledge. Not sure they would even assist requests on behalf of another seller due to privacy laws.

Hopefully one of the moderators will see your post and get it to the right department to be able to assist you.

@ModAngie is it possible to assist this seller? they have been having issues with contact and are still have a hold on their account after 6 months (not 90 days)

[PrimFun]

What does the shop payment account say?  Does it place the funds in to be transferred or are you still on payment reserve?

A first sale is delayed 14 to 20 days by Etsy and then paid out unless they have reasons not to do so.  Payment reserve then happens for many and can be extended at Etsy's discretion

Use email not chat.  This is a financial issue and chat cannot help but refer you to a specialist.  Contact us under Help in the shop manager.

It sounds like the chat person did not close out the use of.  I've never had chat in all the years it has been available.

If you have an email, use only that one to reply back to Etsy that you still need help.  If you are opening several requests without replying to the first then Etsy will close them.   

You need to finish your shop with EU shop policies. Two buyers have reported shipping damages in their reviews so you will want to assure Etsy you are looking into this.  Since the item is over $250 (USD) there is no seller protection but the reviews may be making Etsy hesitant about your product.  They may be delaying payout in case they have to seek recoupment for damaged items.   

@ModKenneth  @ModJose   Any possibility you can help this seller?  Thank you.

[WheeliePro]

Hey, 

Funds are held on "current balance" and moving to payout, yes there was there were delayed payouts on first sales. 

Well I opened e-mail conversation with Etsy, but one ticket was just closed, another had one reply and that is it. 

According to damages on delivery this issue is already fixed, we got through on this cases with courier services.