Live chat completely broken and support emails bounced back invalid sender address

[QuirkyAntiquesStore]

Well......so my live chat function is completely broken. The previous rep didn't close it out and no matter what I type in the chat box there is no response and no way to contact an agent. The down arrow merely hides the chat bubble. I tried logging off Etsy-shutting my WHOLE computer down, re booting and logging back into Etsy. Chat STILL broken and unresponsive. I put in several tickets about this and a wrongful deactivation which is the reason I am trying to contact support. Every time I open a ticket I get a canned response from support telling me to reply to the email if I need more help-I DO. Every time I hit reply the email is bounced back as "invalid sender address". So now what........every time i mail support telling them I cannot contact them as their return email is broken and please CALL me-they send me a canned response with a prompt to reply to this email.....

 I am COMPLETELY jammed up with no way of speaking to anyone at support. 2 previous tickets begging for a phone call to sort this out have been replied to by email telling me to reply to the email...you can't make this stuff up.

[SmudgePlant]

I think you can go to the Help section in your Shop Manager and click your Avatar and find your Support Requests. Unless they closed the request , you should be able to respond that way if email isn't working .

(or at least at one time you could )

[QuirkyAntiquesStore]

@SmudgePlant  I will try that! As of 10 minutes ago apparently Etsy decided to REMOVE the chat bubble ENTIRELY from my dashboard! Despite being a 5.0 score star seller. I guess that's ONE way to fix your broke down software.

[TheCrownArts]

In my experience it's extremely difficult to get Etsy customer support. Once you actually get them, they are really helpful. It took me literal weeks to find a number that went through and I don't even know if it's still active. I found it through Twitter! And I'm so sorry but I cannot find it again, I thought I saved it in my phone or sent it to myself but a few searches haven't found anything. I recommend Googling "Etsy Customer Support" (or similar) + "Twitter".... and going down the rabbithole. 

[SugarTaffySoap]

@QuirkyAntiquesStore    There's a separate area to request a "call back" in your dashboard but its after hours now so you won't get a call. You can't request a call through "chat" support. 

Putting in "several tickets" will NOT move things along faster. A human has to review the item.  Automatic system deactivations are very common but it may take days before you receive an email from Etsy.  Is the item prohibited?   If you can provide more specific information such as what the Title said we can be of more help.   

[QuirkyAntiquesStore]

@SugarTaffySoap The item is Russian Kremlin porcelain from 1838 and I used the word "gold" in the description as its from the "gold service". The bots put "Russian" and "gold" together and decided I was selling Russian bullion or uncut diamonds. "Etsy prohibits any Russian gold or Russian-origin non industrial diamonds that are not mounted and set".  Well FINE but its a $#@! porcelain compote!!! 

 I could not find any option for a call back but it seems I was heard and Etsy fixed the broken chat-by removing it from my dashboard entirely despite being a perfect score star seller.

[QuirkyAntiquesStore]

@SugarTaffySoap Can you describe WHERE I might find this call back option on my dashboard?

[BagmakerSupply]

@QuirkyAntiquesStore: "Etsy fixed the broken chat-by removing it from my dashboard" Ours just disappeared too. Maybe they needed to clear cookies and cache and reboot the chat server?

[nineteen27]

the live chat bubble on the dashboard is now gone.

it is only there during business hours.

if you have any open support requests.

you can see them here:

https://help.etsy.com/hc/en-us/requests?segment=selling

right now... email is the only way to contact them about your removed listing.

i clicked through all the links for you.

https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_missing_listing-contact_select

[QuirkyAntiquesStore]

@nineteen27  The problem is the return email address is broken and you get a canned response FIRST you have to reply to in able to get hold of a real person. I cannot reply to the canned responses to get a line to support open. Every email is returned back to my outbox marked "sender address invalid". There is NO way around this that I can find

[MarjVintageTouch]

The chat icon is on everyday until about 7:30 p.m. EST.  I think it reappears about 0900 in the morning.  You could find it under the dashboard right bottom corner.

[givemeacrown]

The "sender address invalid" is a bit of an odd one. 

It suggests that the receiving mail server might be rejecting your email because it thinks your email address is invalid.

Are you able to send emails to other email addresses and they go through okay?  Do you use a major email provider such as gmail or do you use email for your own domain?

For context: I had a situation the other week where I couldn't send email from one of my own domains to gmail - it bounced back because gmail couldn't verify something on my mail server. It had always worked previously but sometimes mailservers update things to protect themselves from spam etc and my own domain was missing an authorisation code which I was able to fix up and it works again.

[QuirkyAntiquesStore]

Darn it you are correct! I cannot send emails from that account!!

[QuirkyAntiquesStore]

@givemeacrown You were correct thank you! Apparently I had an issue my end with that email account, after reading your comment I tried sending an email to my other account and same message. That has now been fixed-good call!

[SugarTaffySoap]

@QuirkyAntiquesStore  Call Back. Go To:  Shop Manager dashboard > Community & Help > Contact Us 

I think you're having server issues on your end. It's not Etsy. Their server history for yesterday does not indicate any problems. 

[QuirkyAntiquesStore]

@SugarTaffySoap  I do not have any option for a call back-only email. The emails getting bounced back another poster pointed it that could be MY end which I just checked and it was. That has now been fixed so at least I can mail them back now. Chat still completely broken but as I told them yesterday-that function is completely useless anyway as nothing is ever resolved through live chat, it's just a faster way to get a canned email from them. Thank you for all your help!

[FLcowgirls]

I had this same thing happen to me.  The chat box wasn't close by Etsy chat on their end.  I had to request a call back which surprising only took about 3 minutes (during the daytime hours) It requires the original chat personnel to close out the box.  Took about an hour after that call for the issue to be resolved.  

[QuirkyAntiquesStore]

I have no option for a phone call despite being a perfect score star seller

[shopsincerelyjane]

Omgsh, same issue right now. Deactivated listing (for the 2nd time- on the same listing even after last time they said they will make sure this is a rare occurance- lol riiigghhhttt.) And now my live chat is not working after talking to someone yesterday who did not end the chat. agghhh so frustrating!