Message disabled

[Safe3Dprints]

My Message function have been disabled for almost 2 weeks. This happened because I used the message function to offer all my new customers special promotions. I didn’t know it was against Etsy policies.

i have been in contact with etsy support through the chat, and someone was supposed to answer me through email within a couple of days. Almost 2 weeks have passed now, and no one is contacting me from Etsy support. I have tried to chat with them at least 10 times, but no one is answering, nether on the chat or on my emails.

What should i do. I am on very heavy medication, and this issue is really draining my power. What can i do? Is there any other way i can contact etsy support. I live in Sweden, and etsy doesn’t have support through telefone in this country.

Please, any advice on how to fix this is really really appreciated.

[NanaLetha]

You were sending spam that's why. You will just have to wait until your message capability is restored.

[Safe3Dprints]

I really didn’t know that it was considered as spam. But i do now, and i really respect the rules and policies Etsy have. I am always trying my best not to do anything wrong.

The problem is that no one is answering me, even though i was supposed to get contacted from support within a couple of days.

[NanaLetha]

@Safe3Dprints  It might be your trademark infringing listings - such as Disney!

[Safe3Dprints]

There is over 1000 listings with  the word Disney on Etsy. If thats the problem, i can remove the word. But i dont think it is. The message function got disabled as i was messaging i customer about one of the 3D packs i sell.

[Safe3Dprints]

The problem right now is that no one is contacting me from etsy, even though they said they will within a couple of days.

[KidsBirthdayGoodies]

You can try using the Etsy help center to send them a request to see if they'll respond

https://help.etsy.com/hc/en-gb/requests/new

[Safe3Dprints]

Thank you for answering. I have tried to send 4 email, and chat with etsy support over 10, but no one is answering. What can i do more. I am willing to try any advice i can get.

[BirthdayGoodiesShop]

Most likely you'll have to wait. I think last time they took almost 2 weeks to respond to my request.

[PlatypusDream]

The only thing you can do is wait.

Etsy is very strict when enforcing international trade law. The ban is non-negotiable.

Others have reported the ban lasting anywhere from a month to a year.

Instead of wasting energy fighting this, focus on bringing your shop into compliance with IP law.

[BagmakerSupply]

@Safe3Dprints: There does not appear to be a published time for how long messaging is muted and based on posts in this forum it can vary.

Again based on other posts, Etsy does not seem to view support requests based on user violations as a priority. If you received a reply to a support ticket you opened. often this first response you get from customer support is an automated reply meant to weed out the people who contact support over common issues that can be easily solved. Every eMail from Etsy support should have a link something like "I Still Need Help". Click on that link in each reply from Etsy (or actually reply stating that you still need help) to keep the report alive otherwise Etsy will assume that it is resolved. You may have to do this innumerable times, before anything is done but do not give up.

[Safe3Dprints]

Thank you for the great tips. The problem is that I haven’t got any email from etsy. According to the person who chat with me 2 weeks ago, i should get an email within a couple of days. Im still waiting on that email.

[FallenAngelBrass]

@Safe3Dprints 

Etsy scripted responses in the chat always say that.  Don't waste energy on waiting for an email "solution" which may never come.  Thousands of sellers are waiting for responses about many issues that Etsy never resolves for them.  Sadly, this is Etsy's terrible customer service for all sellers.  Sometimes Etsy takes action to rectify a situation and sometimes nothing happens.  The abysmally haphazard customer service is happening for all of us. 

Also, remove all of your infringing items.  Legally speaking, you are stealing.  Remove the Pokemon, Disney, Simpsons, etc before you ask Etsy to come looking into your shop again.   

[NoFrogsAllowed]

Generally, with Etsy, no answer is your answer.  When messaging is suspended it is for however long they decide and speaking with them will change nothing.

As for Disney, just because others do it doesn't make it right.  It is against the law, not just against Etsy policy to use other people's property to make money without their permission.  Remove everything Disney, before someone reports you and Disney comes down on you.  The mouse doesn't play around.

[Safe3Dprints]

Thank you. I will do so!

[bradgoodell · Accepted solution]

You are wasting your time trying to contact Etsy.  You broke the rules.  Etsy will lift the ban when Etsy feels like it.  "I didn't know" doesn't fly with Etsy.  Ask anyone who has screwed up on Star Seller.  No take-backs, no do-overs.  

[Safe3Dprints]

I see. I will calmly what for etsy to lift the ban. Thanks everyone for taking your time to reply.

[MyGreenThumbShop]

I have always had my messages disabled. I have not spammed anyone, nor do I have IP infringement issues. but I can't reply to customer inquiries. they do not fix this. 
In Chat I was told that the chat person couldn't fix and would bump it upstairs, that I would get an email. 
no email and a new client request is going un-replied.

I have only had my shop since Feb 2023 and I'm finally getting sales, my stats are climbing but this could kill my progress.

I don't know what to do.

A

[TootieandTadpole]

 There’s a handbook of dos and don’ts for a reason. Sending unsolicited messages is in there.
 If it’s recognizable as Disney, WB, Pokémon, etc and you don’t have licensing from the companies themselves, you’re playing a dangerous game. The wording doesn’t matter. People come in the forums all the time whining that they saw 15,000 other people selling Disney so it’s not fair that they got caught and nobody else did. 

[GieseDeseiGns]

Since you get emails from Etsy when you get an order so if you need to message a customer for a question with the order you will have the email that you can use until the messages begin to work.