Major problem caused by Etsy and zero support or accountability

[#1]

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

[RebecaMojicaJewelry]

I was wondering what OP meant by the items were "corrupting" the customers cart ... and now I understand. 

That is simply terrible. I'm so sorry you're going through this @MerciClaude Thank you for posting here so we all know what happened (especially if the glitch makes its way to any other sellers. I mean, I hope it doesn't become widespread - the fact that it affects sellers AND buyers is so troubling, for something that should've have happened in the first place)

Best of luck with the whole situation, I'm rooting for you and really hope Etsy makes things right & gives you the excellent service they want us to provide our customers

[CanningCrafts]

@PaperDogSupplyCo @TheVintagePineapple Have you tried clearing your browser's cache/cookies to see if it fixes your cart issue? Typically doing that will delete items in your cart & sign you out of websites too.

[TheVintagePineapple]

@CanningCrafts 

Yes, cleared history several times, rebooted, etc.  No change.

@MerciClaude Not your fault at all!  I just don't want them to shut down this OP without seeing that the problem now affects me and PaperDogSupply.  I wonder if you deactivated those 2 sold listings in our carts, would it solve our problem?  Or maybe you don't have the option to do that now?

[PaperDogSupplyCo]

@TheVintagePineapple I wondered if that would work, too. I'd be happy to give it a try if @MerciClaude is able to deactivate the listings.

[MerciClaude]

Hi,

have you tried to clear your cookies and Sign out and back in again?

[PaperDogSupplyCo]

I have. I tried on Chrome, Firefox and Edge and I still have the greyed out bar and red error banner. I get the "stitch has gone awry" error when I click my cart or try to add coupons. I assume now that this is just an issue with my profile. What a bizarre glitch for both of our shops. I can only imagine how infuriating your issue has been.

I have been here since 2010 and have had several shops, this is currently my only one. I have had a glitch on my dashboard since June 2023 and have opened ticket after ticket and it has never been resolved (it's been "escalated" countless times, though). I'm hoping this current glitch gets fixed for both of us. I wish you the best of luck. 

[SewlyButtons]

I wonder if you should at least put your shop on "vacation" until this gets sorted? Another thot... maybe worth a shout out to eCommerceBytes? Since it seems to also be affecting shoppers and their carts it's a MUCH bigger problem than just your shop!

I'm thinking like most everyone else here, that the listings without titles are the ones etsy incorrectly reactivated. The really concerning thing is I saw at least one in someones shopping cart (probably lots more because i didn't go beyond page 1). And from what it seems, that's one more shopper whose cart is now corrupted and is unable to buy on etsy. 

I sure hope SOMEONE in etsy can get this sorted. This goes WAY BEYOND a little "glitch"...

SO sorry you're having to deal with this...   : - (

[MerciClaude]

@SewlyButtons

Thanks for your support....I think that going to eCommerceBytes would just enflame the situation.

I don't want to do that, just want Etsy to tackle the issue so I can continue selling on the platform.

My store is currently populated with approx 1500 incorrectly activated listings. Some of them appear without titles, but most of them have titles. Some of them can be purchased (and I've had to cancel 15 orders since Friday). Some of them can't. It's a mixed bag of inconsistent tech problems from what I can tell. But I'm no expert

[CanningCrafts]

Are you able to request a call back from Etsy? Or does that not work since you are in France? I'm not sure if that would escalate your issue faster or not. It seems like Etsy addresses buyer's issues faster sometimes. Perhaps if it's made clear to them that it's affecting buyer's accounts now, they will prioritize? This is awful, sorry you have to deal with it  

[Hertfordweaver]

If you go to options, download data, the first is active listings. I wonder if that may actually have a correct list for you.

[MerciClaude]

@Hertfordweaver

Thanks for this idea! I just downloaded the data - it's all jibberish an unreadable

[Amaradorn]

@MerciClaude the data files are CSV format and need to be opened with compatible spreadsheet software such as Excel. If you opening it using just a text program then it will look like jibberish.

[MoonstruckCottage]

What's amazing to me is that with no titles and no descriptions, those items are somehow being found and put into carts! How is that happening?

What a major PITA. Hope this gets fixed soon...and with very minimum effort on your part!

[CanningCrafts]

I wonder if buyers who follow the shop are getting notifications of new items being listed? Yikes! Without titles & text, I don't know how items would be found otherwise? 

[MoonstruckCottage]

Yes, you're probably correct about how they are getting found. But it's very odd that people would be adding items to their carts when they only have the photos to go by. I wonder if the OP is getting bombarded with a lot of messages/questions.

[MerciClaude]

@CanningCrafts 

@PaperDogSupplyCo

@TheVintagePineapple

Please send me a DM with the listings that are in your baskets and I will try to deactivate them individually. I'm SO SORRY this issue has corrupted your baskets, when all you've been doing is trying to help me. The introvert in me is squirming with all this attention

[TheVintagePineapple]

@MerciClaude  Again, it's not your fault!  I sent you a message.

[MerciClaude]

@Amaradorn

 Excel spreadsheet is gibberish, will report this part of the puzzle to Etsy when they get in touch. Thanks for the tip

[ModAngie · Accepted solution]

Hello,

The ETA for response varies on a case-by-case basis, and a separate team is handling your case. Any further communication on the matter, if applicable, will only occur directly with you, and via email.

As support requests are handled privately, we're now closing this thread.