Issue with Etsy support

[IconInitalyStore]

Hello, I have been trying to contact Etsy support through messages for 3 days, but no one ever responds. The last time, an operator who was helping me never closed the ticket, and since then, I have not been able to contact support. I write, but no one responds. How can I solve this major issue? I have had a problem with 3 orders for several days. It is urgent; please, someone from the staff help me.

[mommawhazelsquilts]

Maybe there is no response because your shop is not in accordance with Etsy rules as to what can be sold or listed on Etsy.

You have one of those shops that forum readers don't like to help.

[IconInitalyStore]

I don't think so, they've helped me many times, I just produce normal posters

[BagmakerSupply]

@IconInitalyStore: "I just produce normal posters" You need to include the licensing information for all of the trademarked and copyrighted names and images in your shop in your listing, otherwise buyers (and Etsy) may conclude they are counterfeits. And a buyer could file a not as described case against you and both get their money back and keep the item.

As @mommawhazelsquilts mentioned your fellow sellers are not supposed to help shops that are breaking the law or Etsy rules. Including the licensing information will show that you are not selling those items illegally.

Based on other posts, Etsy does not seem to view support requests from shops that break the rules as a priority.

[GlassyFields]

We're sellers.

We can commiserate, share opinions, advice, tips, perspectives, experiences. If you offered more detail about the nature of the problems we might be able to share tips.

My tip about support ... make sure you're sticking with one ticket ... opening more than one causes the clock to start from scratch. Etsy support is not famous for speed ... you'll have to be persistent.

[IconInitalyStore]

How can I open a ticket if when I ask for assistance I only see the "chat" and "telephone" options, I can't even with the telephone because the "italy" option with the prefix is broken and all the mobile numbers cannot be entered. Where can I find the email to open a ticket and explain all the details?

[GlassyFields]

initiating a chat or sending an email is opening a ticket ... 

and sorry if my post was confusing, Etsy doesn't use the term ticket ... but you initiate support by contacting them anyway you can ... and then stick with that (they'll be 'I still need help' options) until you're satisfied.

[QuirkyAntiquesStore]

In your dashboard-help on the left and towards the bottom is "contact us"

[IconInitalyStore]

I know well where the "contact us" button is, in fact I have used their help via chat a few times, but the last time a person from the etsy support staff did not regularly close the ticket via chat, so Now when I write no one replies. Understood?

[IconInitalyStore]

@BagmakerSupply And where can I include my license?

[LastCentury]

you include your license in the descriptions.

you get a license from the trademark / copyright holders

https://www.etsy.com/seller-handbook/article/1075628311049?ref=handbook

"Counterfeit or unauthorised items are prohibited on Etsy. We consider counterfeit or unauthorised goods to be items that imitate an authentic good, particularly by using a brand’s name, logo, or protected design without the brand owner’s consent."

[BagmakerSupply]

@IconInitalyStore: You should include the licensing details for that particular image / name in the appropriate listing description itself.

[mommawhazelsquilts]

That's licenses - plural.  I counted at least 15 living artists who you are counterfeiting - AND that number does not count the many movies, TV shows and dead artists whose images and names you are using.

[SugarTaffySoap]

@IconInitalyStore  Did you look in your Email?

I received an email which I think is from Etsy but not sure so I didn't respond. It's support@shopmanager.zendesk.com. Usually it's a different address. 

[ArtDollsbyJD]

@IconInitalyStore   Chat is limited in what they can do.  They may have referred to a specialist who may send you an email at some point, 

Contact us.  Find a topic close.  Look for 'I still need help'.  Click on that.  Send Etsy an email.  The reply email will be generic.  Reply back to that email. 

Orders as in being paid?  Scam email saying there is a problem?  Incomplete address?  Did you look through Help to see if your questions can be answered there?