Major problem caused by Etsy and zero support or accountability

[MerciClaude]

Dear all,

Yesterday I posted in this forum to say that during a process of unblocking my dashboard access (due to a perceived security issue, which thankfully turned out to be nothing), Etsy had somehow managed to migrate more than 1500 of my inactive / sold out / draft listings to my store's homepage. 

Yep. A. Total. Nightmare.

My store is now populated with 1700 items, only 200 of which are actually available for purchase. All mixed up together. What the. It's been horrible, especially cancelling orders and apologising to disappointed customers.

You can see my original post here

(I hope the link above works! If not, the title of the original post is 'HELP all active listings have disappeared...')

I have started this new thread because Etsy quickly shut down my original thread on this forum yesterday, and marked as 'Solved'.

It is not solved!

Shutting down my post took away my voice on this forum, prevented me from getting support from my peers, and it brushed this huge problem under the carpet.

It has also turned me from being a very loyal Etsy shop owner into a very mad Etsy shop owner. 

NO ONE from the technical team has contacted me since my forum thread was shut down 16 hours ago.

NO ONE from the Trust & Safety Team who trashed my store (accidentally) have responded to my original Support request No. 17859201 since I alerted them to the incidence more than 24 hours ago.

It's a mess and no one is owning it, or resolving it. 

So Etsy, if this thread is also locked and marked as 'resolved', without the situation being addressed, I want you to know that I will keep posting new threads to this forum in order to highlight the issue. And if necessary, I will take this issue off the forums and on to social media.

So please, can someone from Etsy Support reach out to me - a real person, not a bot - and can the technical team sort it out ASAP.

Thank you and have a great day x

[MaynardMillinery]

Sorry, this seems like a complete nightmare, but if you keep reposting over and over, they'll just mute you.

To be honest though, they're going to expect you to clean up and sort out your shop, as only you know what is actually available. And in all honesty, would you trust them not to make another huge balls up of it?

[MerciClaude]

Ok, thanks for the advice, I'm definitely not trying to annoy Etsy, just want to be heard and get the problem resolved. 

It's a far-reaching issue so I don't want to try to do it without advice from the tech team, in case I make it worse. 

[Adorabilities]

Did they remove all of the titles of your listings, or just the ones that shouldn't be live? Just hoping that's a way you could sort out the ones that should be current.

I can't even imagine how frustrating this is. 

[BeeTreeltd]

Will you have to pay for all this listings? 

[CanningCrafts]

That's what I was wondering too. I did the math on that number of listings & that math ain't pretty! I would check my payment account to make sure this wasn't a "glitch" in Etsy's favor there as well.

[MerciClaude]

@BeeTreeltd omg, thanks for mentioning this...hadn't thought about that angle

[leinweberstudio]

I was wondering how this was going, and if any progress had been made.

Am disappointed to see that no one has addressed it.

I think if it were me I would get on social media now, not later.

Also, it's the weekend, so don't expect much from them until Monday (if ever).

And start thinking about where you want to open your shop after you leave here.

[MerciClaude]

@leinweberstudio

Hi, I definitely don't want to enflame the situation, so jumping on social media would only happen if I don't get the help I need to sort the problem out. And I would only do it to get attention from Etsy because they are not responding to my Support ticket on email.

I don't want to shut my shop and go elsewhere.

I feel terrible that it's causing a stink with customers. Very much hope the tech team get on to it quick sharp

[ArtDollsbyJD]

How exactly are you contacting Etsy?  Are you responding to a single email requesting that they call you and giving them screen shots of your shop?  Chat if that is what you are using really doesn't help.

Etsy probably closed becuse the moderator answered that it would be sent upwards.  I am not sure how quickly anything like this can be resolved.  IT can take 48 to 72 hours if not longer.

@FabioMcMustache   Would you be able to help this seller?  Thank you.

[MerciClaude]

@JDTotesnDolls

There is an open ticket with Etsy Support via email, but no one has responded to it since Friday around 8am EDT (lunchtime here in France).

I also opened a chat, waited 7 hours and gave up. Then resorted to posting here as I ran out of options.

Telephone support call back isn't an option for France.

[irmaKdesigns]

@MerciClaude "I will keep posting new threads to this forum in order to highlight the issue." Etsy might take away your forum privileges for spamming.

Some of your listings have titles, probably 200 that are available for purchase. You could bulk deactivate all 1700, and select and reactivate just those 200 if it's technically possible.

If you can solve this problem, it's probably best not to involve Etsy, because they could mix up your listings even worse. I hope you're back in business soon. Best of luck.

[MerciClaude]

V good point thank you. However there are a few more problems than just incorrect listings having been uploaded. The links to random listings are broken. A few buyers have complained that putting items in their carts corrupts their accounts, and then they are able to delete these items from the baskets…. The listings that should be active are unavailable to purchase even though they are listed correctly …

It’s a bigger mess than it looks I think…

Hence, why I think it’s a bad idea if I start fiddling with it … I am definitely not tech savvy and could definitely make it worse!

[laosborn]

Sorry this happened my shop after 11 years has two violations for creativity but it is due to stolen images I found all over the net! They are on WALMART, ALI and I guess I just will not get a response or reversal.  So if you all get a response to an HUMAN let me know.

[After9Marbles]

Best of luck. Hopefully someone reaches out and fixes it.

[TenGramsDesign]

I was wondering, when an issue is forwarded by a moderator, if it had a sort of priority...it seems the answer is no.

I am not talking about solving the problem in 16 hours, but letting you know that they were warned and handle the problem. Like in Pulp fiction " I take care of everything, I send you Wolf " 

[OneEyeCatStudio]

There have been several posts that say forwarding to a team by forum moderators does not result in a response.

Really, they can only do so much.
They can throw it, but if no one catches the ball on the other end that's the end of it.

[TenGramsDesign]

Even more complicated since there must be about 15 real human beings in total at Etsy

[CanningCrafts]

I was told one of my issues posted in the forum was passed on to a "specialist who would be in touch." That was maybe 3 months ago & I never heard back of course. My issue paled in comparison to this one. I doubt a lot of sellers hear back from a "specialist". But it's a good way to brush off the issue for a while.

[laosborn]

Can we message moderators?

[MerciClaude]

thanks, good question… I tried to message the moderator that locked down my previous post. But for some reason, my messages bounced back.

This is partly why I generated this post. Fingers crossed something happens on Monday when people are back in the office…

[MerciClaude]

thanks, good question… I tried to message the moderator that locked my previous post. But for some reason, my messages bounced back. Maybe I can message someone else?

In fact the main reason I why I generated this post was to find a moderator to help. Fingers crossed something happens on Monday when people are back in the office.

Surprised there isn't a technical team working weekends to deal with a far-reaching issue like this.

I've had great contact with Etsy support in the past, so I'm surprised this issue has fallen thru the cracks

[TheVintagePineapple]

I'm hoping that they fix your shop asap because when trying to see if your sold items were still able to be purchased, I found I was able to put one in my cart.  Now my cart says I have something in it, but I can no longer access it.  I get a blank page when clicking on my cart and on every page I view, there's the red bar of doom saying 'content not available' and that pop up dropdown that stays gray and never loads.   (Funny tho, I did get notified that the OP sent me a coupon for it.)   

Hopefully, is the OP's shop is fixed, it'll unlock my cart.

Solved: Re: HELP all active listing have disappeared + tot... - Welcome to the Etsy Community

@thatregina

 Please help with my problem when fixing the OP's, too!

[MerciClaude]

Gosh, I’m so sorry about this! And you were only trying to help me work out where the problems originated.
I really hope they sort this out for you and me as soon as possible.

Sorry about this!

[PaperDogSupplyCo]

The same thing happened to me yesterday when also tryng to add something of hers to my cart. I have switched browsers and tried the app and I am not able to access my cart at all.