Is Etsy chat frozen or shut down?

[treasures570]

Trying to get someone on Etsy chat to help me and even though I can type, I get no response, not even the AI response.  Is there an issue with the chat that I am not aware of?

[NanaLetha]

You'll get more help and quicker if you post your problem here in the forums.

[AYSUNYILDIZCrafts]

I have the same problem. No response. A representative just wrote that they will connect in 3-4 hours. Normally it would connect in 1-2 minutes.

[UppNorthEh]

I used it today.  Got the bot right away.  It kept telling me it liked shorter questions better.  I took a moment and figured out the problem.  Then I entered Figured it out.  Thank you.  The response was glad to be of help.  I had to chuckle.

Basically we are pretty much on our own here.

[TBQSC]

Etsy has a glitch when accessing the help function ... there is an orange banner that states "We’re currently experiencing a site issue that may affect how you use Etsy. All updates can be found on our Status Page.". 

And yet when you access the status page, it says "Etsy.com is currently down

We’re working to get Etsy back up and running.

Check the status of Etsy.com."

And yet when you click on that, it says "

• We’re fully operational

We’re not aware of any issues affecting our systems."

Confusing at best!!!

[BeaconwoodDettman]

This has happened to me and to others. If you can navigate to the callback feature, you can let the agent know your original question and also that your chat is "stuck" - they can send it to another team within Etsy to get it "unstuck". 

If you can't get to the callback, you can email your question, and also let them know that your chat is stuck. 

@thatregina Is there a way someone can fix this once and for all? Could someone run a report each morning of "stuck chat" conversations and then get them unstuck? This is a negative reflection on Etsy, a new seller would be very disappointed when this happens to them. 

[giddyupandgrow]

There seem to be many technical issues with Etsy all week. I pay for Etsy ads and have been getting this message all week:

“We’re actively working to resolve an issue on this page. Your ads are still running, but performance stats may not be current. Some stats may be available depending on the timeframe you select.”

they say my ads are running but customers are saying they aren’t seeing my ads when they search. 

Etsy support has been no help, telling me they have no timeline for these technical fixes. 

paying for services we aren’t receiving is very frustrating.

[AmoreTreasure]

On April 30 I started a chat.  It was about an issue where Etsy is marking my international ORDERS (not talking about tracking data here) as "Delivered" though tracking is clearly showing the packages haven't even reached the destination country.  At the time, after a lot of back and forth, I finally got the support person to see and acknowledge that this was happening.  He said it was a bug and that he was writing it up and passing on to the technical team.  A few days later, another erroneously marked delivered so I go back to chat but it's locked up; was never "closed" so no one, not even AI, would respond to me.  I called support, and was told that a "ticket" had been setup for the erroneous delivered bug (even gave me the ticket number when I asked for it) and that the technical team would close chat so I could use it again once they were done.  I was told that this is their normal process, to leave chat open while there is an outstanding ticket, and that if I needed to get in touch with them before they closed it that I could always call again.  A couple weeks later, I called again and was told that it sometimes takes a while and that they would get to it and close the chat.  Never happened.  I also never received an email from anyone about the supposed help ticket they set up, I'm still getting frantic messages from international customers who are being notified that their packages have been delivered despite not having reached their country and I'm still unable to use chat.  Furthermore, I found the page on Etsy where you could look up tickets and when I enter the ticket number, nothing comes up.  It's now June 14.  Apparently, they lied about the whole ticket thing, I need to either deal with frantic international customers or quit selling internationally, which I'm considering, and chat is forever broken for me now.  You would think that selling here since 2010 with 22,000+ sales and $1.9M+ in revenue would get you at least the minimum level of customer service but, nope.

[BeaconwoodDettman]

@AmoreTreasure Wow, what your describing sounds like a very unsophisticated issue tracking system. Etsy should do better. 

There are so many "issue tracking" systems out there. You - the seller - should be able to submit and view status on as many tickets as you need to, and each of these tickets should be able to have their own updates and open/close/re-open status. 

The chat support agents should keep the chat open regardless of whether you have a ticket open or closed.  

[AmoreTreasure]

@BeaconwoodDettman I agree!  I discussed with the support person on the phone how it made no sense to make chat unavailable while a ticket was open and he said "that's just how it's designed".  I have had open tickets on Etsy several times in the past.  When the ticket was open, I have always received an email from support with the ticket number/link to the support ticket page to review/communicate with Etsy through.  I never received the email which is why I know that the ticket was never actually open and the customer service rep flat out lied to me about it. 

I also believe that the marking international orders delivered before they reach the destination country thing is part of some stupid test they are doing.  I've posted about the issue a couple of times in the forums asking if anyone else was experiencing the problem and no one has ever chimed in.  I have to believe that if many people were dealing with this situation, they would be flooding the forums as it is no fun fielding frantic customers especially with the time delay.  Most have been pretty understanding but it takes quite a bit of time to walk them through the tracking information and what the estimated delivery dates should have been, etc.

[WowPrintableStudio]

They haven't responded to me for over 3 weeks — I'm desperate

Etsy Support hasn’t replied to me via chat or email for more than 3 weeks, and I’m dealing with a technical issue on my account. I was charged for something I didn’t do, and now today is the last day to pay an Etsy bill I don’t actually owe — or they’ll start blocking my shop.

I’ve contacted support everywhere I could — sent emails, messages in chat, posted here on the forum — but got no response. I can’t request a callback because Etsy doesn’t call Ukraine, and no other support channel is answering.

I’m truly desperate and don’t know what else to do. Please, someone help.

[AmoreTreasure]

The most we can do is try to boost this post in hopes that forum moderators will step in and notify support.  It's doubtful as customer service is clearly not a priority on this site, but it's worth a shot.