HACKED SHOP or GLITCH? Urgent help Needed!

[FiredArtDesigns]

Hello, can someone please let me know the fastest way to get in touch with support, (apart from e-mailing them ) as I'm experiencing some upsetting problems with my shop ( not the one linked to this profile).

4 days ago my other shop thejazzyjewelzstudio was suddenly suspended by Etsy with no explanation whatsoever - I've been a seller here for many years. I emailed to ask for the reason why Etsy took this action, but they told me it might take up to two weeks for a "specialist" to look into the issue. I went through all the possible reasons stated in the " help guide" for Etsy to suspend a shop, but I don't believe I infringed any. I suspect my account might somehow have been hacked or perhaps there is a glitch in ETSY itself ?

 It is not just the suspension of my account: I'm processing the 28 open orders I had at the time my shop was deactivated, and obviously send out despatch notification as I post the items, but today another strange thing is happening: customers that placed orders with me in the past have been in touch with me as they have received dispatch notifications for old orders they placed in my shop !!

I'm out of my wits and pretty upset as this is the worse time a year something like this could happened

has anyone experience something similar? I would hate to have the good reputation I have built over the years for my shop, being shattered by this

many thanks, Aurora

[CuriosAnCollectibles]

Have you tried chat - I got through to them very quickly yesterday afternoon. Although their knowledge is very limited they could pass you onto the right person.

However, if you have an usually large number of orders waiting to be processed, they're likely to close a shop until they've caught up. 

[ChristmasIsLove]

Self deleted. Did not realize when I posted that OP is asking about a different shop.

[funkydreamsmosaics]

I'm not sure how hacking could/would send out shipping notifications.  That's odd.

Looking through the forums, it looks like sometimes shops are closed if you need to update your credit card on file or your bank account information.  You could try looking there.

[Former_Member]

I don't understand what is happening to you either.  Typically for an onslaught of orders Etsy might put a shop into vacation mode but not wipe it out completely.  For ID or payment issues, they would make your shop unusable but still visible until sorted.

I noticed that you mention in your profile page about section that you have two jewelry shops, the one you mention above and 'ALjewellry' which is also completely gone.  Where you selling the same items in both?  I know Etsy might have a problem with that.  But you should have received an email from them (usually bot generated) that you can reply to to get help.  Otherwise, if you have access to chat, call back or email to open a ticket I would be on that pretty quick to find out what's going on.

eta:  Here is another thread that has links to callback and email - hope it helps.

https://community.etsy.com/t5/Providing-Great-Customer-Service/Etsy-has-Issued-A-refund-on-my-Behalf...

[FiredArtDesigns]

Thanks to everyone who answered! upon your suggestions I do now think that probably what triggered this all debacle was me placing an order from my, now deactivated, account and having to update the card on record as I had recently changed my bank account. everything else I think is not applicable as I don't sell the same items in my shops ( the other two I had them on holiday, anyway at the time my main account was suspended). At the moment I'm still in the pickle as, as per today, I'm not only unable to sell but my account has been completely closed ( no way for me to check on the order I had placed last week ( my Christmas present for my daughter) that was marked as shipped but not yet arrived!

Etsy has replied to my email ( three separate people ) saying "Thank you for writing to us. My name is *** and I'm a member of Etsy's Trust & Safety team.

We have temporarily limited access to your Etsy account because we've detected a suspicious login. We've done this to protect your personal and financial information. I’m sorry for any inconvenience this has caused.To restore your account, please answer the security questions that follow, which will help us verify that you're authorized to access this account."

I did that, but the only thing that changed is that now it looks like my account has been completely closed! 

I'm furious! I know I have not done anything wrong !! and after all I just want a little consideration and an much due proper EXPLAnation for such a strong action against me and my business

I tried the request a call back link as suggested here, but that did not work , perhaps because i'm in the UK?

ETSY please! I beg you!  I've been selling here for more than 10 years, please why don't you show the same level of good customer support you are expecting FROM us, as sellers, TOWARDS us, that are YOUR customers??  

apologies for the rant, everyone, but I'm really really disheartened by this situation.

[FiredArtDesigns]

In addition my account was in credit of over £100 due to my sales...which were due to be deposited in my bank account on Monday... will I ever get my money back???