Issues with Etsy Support Chat

[NordicNouveau]

Hi everyone,

I wanted to bring up an issue I’ve been experiencing with the Etsy Support Chat. I haven't received any responses, and it seems there may be a problem with the chat tool itself. I’ve also read about similar experiences in previous discussions, and I think it’s important that Etsy becomes aware of this issue. Has anyone else encountered similar problems? If so, it would be helpful for us to share our experiences and ensure that this gets the attention it needs.

Thanks!

[FalconPrints4Me]

I'm having the same problem.  It's like there's no one on the other end.  I've tried different Browers, on PC and mobile, makes no difference.  I don't know what to do.

[CraftyCornishMaids]

 I don't know what to do.

you don't need to use chat, you can log a support ticket by e-mail, until they fix the problem

... I have found chat a waste of time anyway, they only read from scripts we can read ourselves in the handbook

[BagmakerSupply]

@FalconPrints4Me: Try https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback or https://help.etsy.com/hc/en-us/requests/new?segment=selling or you can open a support ticket through Dashboard > Community & Help > Contact Us

[allsportsscarves]

I waited five hours last night and now today almost two hours.  I am tired of this.  

[BeaconwoodDettman]

@thatregina Is there a way you could escalate this problem to the right team?

This is a recurring issue. It has happened to me, and I see posts in the Forum on it on a regular basis.

[thatregina · Accepted solution]

We appreciate your reports here, folks!

You'll find troubleshooting tips outlined in this Help Centre article, and we'd encourage you to file a ticket so we can collect some more necessary details. These would include:

• Screenshots of any error messages or unexpected behaviour you’re seeing
• The browser you’re using, whether you use the Sell on Etsy app or Etsy.com
• Any actions or workarounds you’ve already tried, such as an alternate browser

Thanks again! 

[FalconPrints4Me]

Hi Regina

Where can I find the link to submitting a ticket?  I can't find that anywhere either.

[thatregina]

Hi @FalconPrints4Me, try this link: https://help.etsy.com/hc/en-us/requests/new?segment=selling

[CuriousApothecary]

I tiried multiple times. Also email support takes days and days to ge a response and you are sent back A CANNED RESPONSE THAT YOU HAVE TO REPLY TO.

This is ridiculous! 

Answer the email!

[bycinbyhand]

How can I file a ticket about chat not working? Thanks!

[NiciLaskin]

ok i thought it was just me with that issue , no one is there

[OliveBlossomSoap]

I'm having the same issue with chat. I generally find them fairly quick when answering, but there's no one there today and I can't get a response. 

[PeacockandPosies]

Ever since Etsy announced the $6 shipping/visibility rule, the support chat group has pretty much gone dark where no one responds.  I'm thinking they are bombarded with complaints.  I agree with another comment.  They read from an article.  On eBay you have the option of chatting or having them call you which is done within a couple of minutes from my experience.  I don't see the option of having an Etsy representative call you.

[BagmakerSupply]

@PeacockandPosies: "I don't see the option of having an Etsy representative call you." https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_sell_manage_listings-callback

[AnnsVisionsofHeaven]

I think they are overloaded. I find that if I leave it open they'll respond in a few hours either via the chat or via an email, and if I go to bed I can read the reply the next morning. 

[OliviaCactus]

you still had a chat bubble while your shop was paused? Or which chat did you leave open? Thank you for any tips

[MatthewAndMae]

Same, have to request a call back to get any type of help. Chat doesn't work anymore

[StudioCLD]

I feel compelled to step in here. I just had a very different experience just yesterday, 10/10/2024.

I was on my laptop, I use Mozilla and as a star seller the "chat" icon popped up as it usually does.

In less than 5 minutes my question was answered. It was not a big problem but the response was as fast as it could have been.

I think it would be helpful if everyone say if they were/are using the mobile app or computer...or iPad? Could that make a difference?

"Chat" was help was there!

[YEMCrystals]

I have noticed that Etsy is no longer offering any support for listings removed in error by AI. I have never had problems with listings before....had my first listing removed a few weeks ago....there were hundreds of other listings with similar products.   I contacted support, they indicated it was a mistake and reinstated the listing.  I had it happen again this week....I contacted support and got an automated response that translates to - Etsy is not going to review theses cases....you are out of luck....if other sellers are selling the same product, you can report them. So I am left hanging. I am so disappointed in the lack of support available to sellers. 

[YEMCrystals]

I have since surmised that Etsy would not review this particular removal because it was listed as a toxic substance (bumble jasper).  Etsy customer service appears to be working with sellers whose listings were removed for other reasons.  I would be nice if communication from Etsy regarding these issues was more specific. 

[LAPrintables]

I've been waiting for a response for weeks.  

[SUBSTITUTEstudio]

We haven't been able to chat with Etsy Support since at least the end of August.

The chat option is nowhere to be found, no matter which support question we select and no matter what time of the day we try.

After submitting a Help Request on the non-availability of the chat option (and subsequent emails), every time it takes days to receive a reply.

The only way for us to communicate is via email in the Help Centre.

At a particular moment - after already a number of emails on this - a support agent (finally or surprisingly) mentioned openings hours of the chat:

Shop Manager chat is: -Monday to Friday = 9 am - 6 pm -Saturday and Sunday = 10 am - 6 pm -Eastern US time. Time Zone Converter

However, this week we are checking at various times that the chat should be available according this information, and still there is no chat option to be found anywhere.

Perhaps Etsy should take an example of eBay, where you can chat with an agent 24/7. We have good experiences with their chat support.

With regards,

Substitute Studio

[CuriousApothecary]

Those times are invalid. I tried. Useless @fab_modio

[CraftyCornishMaids]

@SUBSTITUTEstudio 

the chat bubble on the dashboard is only available to star sellers,

the other way to access chat is only available, on some questions, depending on time, and availability of agents.

personally, I have found chat worse than useless, they don't understand how etsy works, and can shut your shop down for weeks, when they don't listen to what you say, and assume the problem is different to what you have expalined

avoid them like the plague