Hesitant to provide verifying info to an Etsy support Rep

[JanetHadjarBijoux]

Hello, I was chatting with Dino, an Etsy Specialist when he requested me to verify my account with my last 4 of my credit card on file, last 4 of tax payer ID, and last 4 of my bank account. I wasn't comfortable giving that so I asked him to verify me another way. He said he'd send me an email. When I received the email, it appeared to be "from" Zetsy (yes that is how it was spelled) and the address is  support@shopmanager.zendesk.com

This did not match the previous email I'd received from seller support at a different time. 

I was using the Etsy chat so I'm not sure if this is legit or fraudulent. I also noticed some basic English errors (not simple typos) in our conversation so that is another red flag. I'm concerned. 

[EightMileVintage]

When I got an email from Etsy Support the address was support@etsy.zendesk.com

[DesertChains]

All that seems legitimate.

[PotteryUrns]

At chat they do seem to be asking us to identify ourself by providing last 4 digits of some of our information. You can also go to Help>contact Etsy and send a message to Etsy there. You will probably get a canned response back first then keep responding to that one message with I Still Need Help.

[GroundZeroCreations]

@JanetHadjarBijoux Zendesk is the third-party company Etsy uses for seller support. While I personally find their support lacking, they are used by many major companies like Shell, Tesla, Walt Disney, and Toyota, among others. It’s reasonable for them to request the last four digits of an ID or card for verification purposes, but I’m unsure why they would need to verify through multiple methods simultaneously.

Are you certain they didn’t ask for just one method of verification rather than all of them? Either way, it sounds like the contact and email you mentioned are legitimate. That said, I wouldn’t feel comfortable sending sensitive verification information via email. Verifying over the phone seems like a safer option with a lower risk of compromise.

[CraftyCornishMaids]

It's all fine

no-one can do anything with your last 4 digits.

[SugarTaffySoap]

@JanetHadjarBijoux  It's ok. The email is correct too. I just went through the same as you.  There was an additional request for me besides the 3 you mention. The personal info. was requested at the end of chat when the agent couldn't solve the problem. I felt like  I was chatting with a bot because of the incorrect responses I was getting.  @GroundZeroCreations  Requests were made for #1-3  personal info and then a 4th was added about disbursement amount, if not, a copy/paste reply is sent about how serious they take member's privacy, and no further help is offered.  Makes no sense. If privacy is important why are they asking for this info. Why they need to know how much money is in a seller's account is beyond me. Etsy never told us why and that it is ok to release this financial info. The personal info with the last 4 digits should suffice.  I believe they know most people would end the chat. 

[GroundZeroCreations]

@SugarTaffySoap

The only personal experience I’ve had with a situation like this was when my bank card was compromised. When I called the bank, they needed to verify my identity before they could assist me. I had to provide several pieces of information, including my bank account number, date of birth, the last four digits of my Social Security number, the last four digits of my card, and the last legitimate transaction I made with the card.

I think the reason they ask for so many details is to ensure security. If someone has stolen your information, they might have one or two pieces, or even three. But it’s unlikely they would have everything. My best guess is that this layered verification process helps protect your account from unauthorized access.

[SugarTaffySoap]

@GroundZeroCreations    Who are we providing personal information to for our Etsy shop? There's never been any transparency about chat support, who are they, where are they located? Are they in the US? Are they in another country? Are they Etsy employees? Maybe a little more transparency would be helpful. 

[CraftyCornishMaids]

Etsy has sellers in a huge number of countries, what country their chat is located, shouldn't matter

[GroundZeroCreations]

@SugarTaffySoap

Outsourcing customer support isn't a new practice, and Etsy has been doing it for quite some time. In fact, many banks also outsource their support services, often to foreign countries. Chances are, you've likely interacted with customer support representatives from abroad without even realizing it.

I completely understand your concerns. Unfortunately, the era of truly personalized, local support seems to be behind us. For instance, while my bank has a local phone line I can call anytime for assistance, Etsy doesn’t offer US-based support phone numbers. It’s unlikely this will change anytime soon, if at all.

[GlassyFields]

I worked for IT companies who provided IT services to Fortune 500 companies and governments most of my adult life.

It is very common - actually the norm - for companies to contract service desks/help desks and for those to be located all over the world. Benefits include being able to take calls 24x7x365, multiple languages. The quality of the service is determined by the leadership (how much they value and understand the importance of a high-quality help desk), training of the employees, and quality of the infrastructure (phone systems, monitoring systems, access to information systems, etc.).

[ArtDollsbyJD]

@SugarTaffySoap   Chat is a resource that Etsy uses among many other companies.  It is not unusual nor strange that chat is outsourced.  How the chat people proceed is governed by what Etsy has set up in a contact with that company that provides.

It is not only through chat that such information is asked for.  It can happen through email and if fortunate a phone call that is received.  The information helps Etsy to know they are talking to the owner and not someone pretending to be the owner.

[SugarTaffySoap]

@CraftyCornishMaids You're missing my point!

[CraftyCornishMaids]

So what is your point?

[SugarTaffySoap]

@GroundZeroCreations    Now you're sounding too AI. lol.

The point being providing financial information has nothing to do with a technical glitch. I could see if it was financial related like a refund. 

[GroundZeroCreations]

@SugarTaffySoap What is too AI? Sometimes I fear I resort to writing in the same voice I used when I was a manager in corporate America. Did I do that again? It isn't intentional. I was the director of marketing so I always had to choose my words carefully. LOL

Oh, and the point was that they needed to verify the seller in order to provide support. 

[ArtDollsbyJD]

@SugarTaffySoap   yes it does.  This is Etsy's way of protecting the venue by making sure they are talking to the actual owner of the shop.  

@GroundZeroCreations   You are fine.  I wondered if you were once a corporate manager as your writing reads just like an old associate of mine who was a wonderful and inciteful manager.  

[ArtDollsbyJD]

@JanetHadjarBijoux   The request for this information is normal.  It happens during email and phone calls.  Etsy just wants to make sure they are talking to the owener of the shop which is a good thing.  This has been happening for several years now.

No one can do anything with that information beyond just verifying that you are who you say you are.

[SugarTaffySoap]

@GroundZeroCreations  I'm kidding with you.  

[SugarTaffySoap]

@ArtDollsbyJD  You're missing my point.

[SugarTaffySoap]

@ArtDollsbyJD  In my case, the personal info was requested at the end of the chat.