Etsy not responding to emails

[PeaPodProps]

I received an email that I had a prohibited item in my shop. Upon further research I found that this was done due to error. I searched forums and found that I can’t use the word IVORY to describe a color because the Etsy algorithm will think I’m selling actual ivory and remove the listing. 
This is what I believe happened to me as the item is a newborn photography wrap that doesn’t have logos or pictures or anything that’s prohibited. 
I responded to the email and have several times now with no response. It’s going on a week now. I have had my shop for 11 years and this is very disappointing. 
Is this typical? 
I’m thinking Etsy needs to invest in customer support. 

[SugarTaffySoap]

Here's chat info:  Dashboard > Community & Help > Contact Us >Selling on Etsy >Manage Listings, if none of those topics apply, go to the bottom and click  "I Still Need Help" 

Hope you'll keep us updated as to what happens  

[PeaPodProps]

Thanks for reaching out. I’ve tried this also and no response this way either. 
I’m just shocked that Etsy has grown so large and this is what happens with support. Customer support should be top priority for every business.

[SmudgePlant]

I think Etsy has started to prohibit some baby blankets and other sleeping accessories for liability purposes. There were some posts in the forum about it.

I have a feeling a lot of sellers are emailing them to appeal.

https://community.etsy.com/t5/Managing-Your-Shop/I-was-threatened-by-Etsy/td-p/138656584

[PeaPodProps]

Thanks I hadn’t heard that. Hopefully I can get this overturned as it’s not for infants to sleep in or advertised that way. It is specifically for photography sessions only.

[CraftyCornishMaids]

if it was a newborn wrap, etsy is removing a lot of those because of a new USA law

  https://www.npr.org/2022/05/18/1099864522/infant-deaths-new-law-bans-baby-sleep-products

however, it could also have been a bot for "Ivory"

[PeaPodProps]

I read the article but this doesn’t apply to my photography wrap props. This article is for crib bumpers and inclined sleeper cribs only. I don’t sell anything like this.

thanks for sharing tho

[ArtDollsbyJD]

There is the new law but it is for bumper pads and inclined sleep like Fishers Rock and Play.

Looking at your items, I'm not sure the new law would apply but if a child is supposed to sleep in these items you might want to investigate if they are legal now.  Also have insurance to cover infant items.

The chunky knit blanket may be a problem if an infant can slip fingers into.   

It might be a good idea to review your shop with someone who has knowledge of baby items to make sure nothing is amiss.  Even the disclaimer might not be strong enough.

[PeaPodProps]

My whole shop is just photography props so no clothing or sleepers. Thanks for reaching out tho.

[SugarTaffySoap]

@PeaPodProps  try this

Here is the link to request a callback.

[PeaPodProps]

Thanks, I tried but when you submit it says this page no longer exists. 
I appreciate you trying to help me out. I wish they still offered this. It is much needed.

[PeaPodProps]

Apparently the number did work. They called. Unfortunately he wasn’t able to help with an item that has been deactivated. He has no authority to reactivate its. But he is sending a request to the right department. I should receive another email.

will update when more happens.

thanks again.

[JsprsByWragge]

You will be waiting for that email for a very long time.

[Rakaubox]

I am dealing with a similar problem. I even opened a topic in the forum about this subject, but I couldn't get any results from any of the contact sections in the help center. They say they will send mail, but they do not respond to mails.

I think this is the only working customer support line on Etsy;

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR1NqzeoqZtRQbIK3qXO7m2dZ9gYkF_...

When you enter this link and select the tab where you are a seller, there is a chat bubble in the lower right corner of the page you are directed to. If you click on it, you will see someone to talk to.

And try this, they are definitely helpful.

[Rakaubox]

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR1NqzeoqZtRQbIK3qXO7m2dZ9gYkF_...

[PeaPodProps]

Thank You so much for sharing this. I reached out. They were very nice but again unable to help with this inquiry. It requires a certain internal department to overturn an item that is deactivated. Or even let me know if this is an error. I was told again that I would receive an email. She could not give a time frame. 

And the waiting continues.....

[SugarTaffySoap]

@PeaPodProps   I'm sure it will all work out. Good luck!

[PeaPodProps]

@SugarTaffySoap Thanks, the support here helps tame my frustrations.

[PeaPodProps]

Good news! Listing has been activated. No explanation as to what happened or why. I don’t know if it was the word ivory. I’m assuming so. Hopefully this is one and done. Thanks for everyone’s support and help.