Item wrongfully deactivated. Support keep closing tickets without responding

[annielesperance]

It's the 5th time the same listing is deactivated over the last 3 years. Every time it happened, I contacted Support and was able to have it activated with apologies since I already proved it does not violate any rules. This time, Support is closing every tickets I open within 1 day without any answer. Even the Chat has been down for me for the past couple weeks.

This specific item is flagged by bots because my photos and video are stollen on so many reseller sites. On some of the photos, you can even see my packaging with my name and logo! Temu, Wish, Amazon, Walmart, Aliexpress, DHGate, Alibaba, Shein... It's everywhere! At some point, even Etsy sellers were stealing my photos. I've had many tickets opened for this issue over the years. Alex from the Help Center told me to write an email if it ever happened again so it can reactivate my listing but it's not working. I contacted them many times already and I don't know what to do anymore. 

Anybody have a suggestion on another way to contact them?

Thanks for your time.

[hopeandjoystudios]

If the internet was so polluted with stolen photos of mine, it might be easier to retake photos? I'd make sure they were heavily branded. Unfortunately you'll need to keep trying to contact Etsy. Maybe an admin here can pass you along.

[annielesperance]

I redid my photos 2 months ago! Even the new ones are already on Alibaba. I can't keep up with them. It's not normal to be scared to add listings or have our photos stollen.

[hopeandjoystudios]

So sorry. It is a sucky feeling. You have nice work. I'd start building elsewhere just in case.

[annielesperance]

Thanks! I'll never have the reach Etsy is bringing with my own site though.

[PrairiePrimitives]

@annielesperance The way it works now, is you need to file a DMCA* with the sites that have stolen your images and prove to Etsy that you've done this. It's up to you to keep an eye on your images ... they will probably get stolen again and again. 

* Or whatever Canada has since I think the DMCA is just for the U.S.

[annielesperance]

How can I prove anything if they never answer Tickets though?

[GlassPalaceArts]

@annielesperance

Exactly. 

How in the World do you get ahold is anyone here to help you? I’ve never seen such terrible customer service on e-commerce site before. 
I’m having a similar issue to you and have an open ticket for almost a month  with no response. 

[annielesperance]

@GlassPalaceArts It's crazy! Your ticket is still opened so let's hope there's still hope! They are closing mine within 1-2 days without responding. I even had 1 closed 2 hours later. 

[PrairiePrimitives]

@annielesperance It sounds like you may be opening multiple tickets for the same issue? If so, stop doing that. Reply to the SAME ticket, even the automated replies.

Many of us believe that if multiple tickets are opened for the same issue, Etsy just closes the tickets, sometimes the older ones and sometimes it sounds like they ALL get closed. This is based on what I've been reading here. 

You can send the DMCA proof to Etsy, whether they reply or not. At least you've submitted it. 

[annielesperance]

@PrairiePrimitives I never had more than 1 ticket opened at once. They close them within hours and I can't respond to them anymore. Only when they closed it I opened a new one. I don't even have 1 open now and don't know where to write anymore.

[annielesperance]

Am I allowed to tag a Mod on this topic? I'm afraid my post will get lost in the sea of posts

[annielesperance]

@ModAngie I'm sorry if I wasn't allowed to tag you but I really need help with my issue and I don't know where to write about it. I've seen you respond to many people in the Forum.

[ChillwolfArt]

@annielesperance  I'm so sorry this is happening to you and others, innocent Sellers who have had their photos stolen. You've taken new photos as you've stated, only to have them stolen again. While the scumbags who steal have to prove nothing. This is very wrong. When I see so many Threads being closed by Forum Mods, I wonder if these Sellers have had a resolution; have they been helped or left in limbo. It isn't right.

@thatregina  This Seller is going thru Hades, getting nowhere with Support. Can you please assist, or forward to someone who can. Thank You in advance.
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ETA: I don't know how people have time to create and sell, when they have to deal with this garbage.

[OneEyeCatStudio]

And yet we report actual resellers and Etsy does nothing.

[ModAngie · Accepted solution]

Hello! We're sorry to hear you're experiencing issues with your listing. We've forwarded your concerns to a specialist team. Thank you! 

Please know we handle support inquiries privately per our Community Policy – we’re closing this thread, so you can get the support you need from us directly.