Forced vacation mode - maybe INFORM act?

[RPFab]

Hello!  Our store was put into involuntary vacation mode. The APP says it's "to help us get caught up on orders", which we have consistently shipped on time and currently have no open orders. The WEBSITE dashboard says "Etsy will review documents, about 48hrs".  It's been longer than that and we haven't been asked to provide anything. We went through a difficult process to transition our shop from my SSN to a formal LLC a while back, so all is good on that front UNLESS the INFORM act triggered another document review.  We never received an email per @ampersay 's posting, so I'm not sure if that is the issue.  We're USA based and run a clean store where we make our own goods.  We have been a 5 star store with >5k sales in a short time period and great reviews.  We have a community FB page with happy customers who can't believe this happened.

I filed for an appeal this morning just to try to contact *anyone*.  Any advice on how to get some guidance from Etsy on next steps?  Maybe resend the email, if that's the issue.  Provide a link on the dashboard...  Anything to retain an otherwise happy seller. 

@ampersay posting I referenced above:

https://community.etsy.com/t5/Technical-Issues/Heads-up-Some-sellers-will-need-to-review-their-busin...

[SVGRox]

Might be worth chasing up Etsy support if no reply with 24 hours

[BravoCreatives]

Hello! I see that your shop is open. How did you manage to resolve this matter?

[CustomBridalGifts]

Wondering the same of how you were able to get back up so quickly? We have been attempting everything to get our store back open with no support of any kind. We are 6 days into being on forced vacation all over a closed CC is the only thing we can find. We have been a long time seller with all out info fully verified.  All Etsy support has provided is that we should get contacted by the appropriate team but they never contact and continue to close our ticket requests. 

[CraftyCutiesbyDesign]

I am glad that your shop is opened. I was shocked to be put in vacation mode without warning yesterday. I had to upload verification (drivers license) and provide my phone number although I have done all of this in the past. I receive the 1099's every year and pay taxes on sales, so I thought all was good. I believe it is the INFORM act that I had not studied up on so it caught me off guard. They said it would be 2-5 days in vacation mode while they review my documents but I was glad to see that within a couple hours I was back up and going. I hope my shop stays open now. I hope everyone is able to get things resolved so they can get back to business. It's very frustrating going through that. 

[withloveandconfetti]

Any updates on how to get in contact with etsy support over this issue. I've also been a long time seller and etsy has ALL of my tax info, address, phone number, credit card info and now my passport photo! I'm very upset that I did what was asked and my shop was STILL put in "vacation mode" against my wish. I'm very frustrated that Etsy has no way to talk with a person via chat or phone. Email option isn't going to cut it when people are losing money by the minute while their shop is on vacation mode. Keeping Commerce Human is a great slogan- but why does etsy hide behind the email only option when it comes to customer service for sellers. Come on guys! Do better. Please message me if anyone knows how to get this process fast tracked. 

[ArtDollsbyJD]

@withloveandconfetti   That is how Etsy is working with the Inform Act.  They cannot allow you to continue to sell if the information provided does not match or is not verified.  They are required to verify the information again.  Have you read the Act? 

You can use Chat to contact Etsy or you can use Contact us and send an email.  You can even supply your phone number Submit a request – Etsy Help.  Etsy tried to have a phone number years ago but it was heavily abused so they went this way.  

[ModAngie · Accepted solution]

Hello! We're sorry to hear you're experiencing issues with your account. We've forwarded your concerns to a specialist team. Thank you! 

Please know we handle support inquiries privately per our Community Policy – we’re closing this thread, so you can get the support you need from us directly.