My store is broken / How do I get in touch with Etsy?

[AvaEthnicDesign]

I'm a relatively new seller here on Etsy and I've been having a very hard time this week.  I'm hopeful someone here can help me.

It was brought to my attention that my customers are not able to complete purchases in my store.  I contacted support for assistance, they told me that it was most likely spammers trying to get my information, so I let it go. 

More users started messaging me telling me they couldn't purchase my items.  I contacted support again, they confirmed that my entire store is set up properly and that they don't know why anyone would have an issue. 

Next, I get a message from another user with a screenshot showing me the error at checkout, and a message saying that she contacted support and support told her that her account was all good and that there was a problem with my store, so I decided to confirm myself. 

I borrowed the login credentials of a close friend, logged into their account, and tried to purchase multiple items from my store, and I got an error message every time that says, "Double Check your order details: Oh dear. There was a problem submitting your order.  Please give it another shot. If you continue to have problems, please contact support."

I followed up by trying to purchase an item from another store, with the exact same payment and delivery information, and it went through with no problem.  I now have my own screenshots as proof of this issue, that Etsy support has now three separate times attempted to convince me is not actually happening.

Unfortunately, now that I have proof, I can't reach Etsy at all.  When I go through the help portal, no matter what I say my issue is, my only option is the 24/7 chat, but my chat is bugged, and every time I open it, nothing happens, no one is there, and there is no automated response or person connected.  I don't know what to do and I'm getting very frustrated.

Is there any support phone number or email address for someone at Etsy who can actually help me?

[sharonjenkins1]

I don’t have any advice about talking with chat but I know there is no valid phone number for us.  I understand why you tried to use the account of a friend, but that might be part of the problem.  I’m sure others who have experienced this will be along to offer advice-

[AvaEthnicDesign]

I only used the account a friend to verify what other users were already telling me.  I received a screenshot from another user showing the same error that I was able to generate on my friend's account.  It was only to confirm that no one is able to complete checkout from my store.

[OneEyeCatStudio · Accepted solution]

You cannot call Etsy but you can request a callback. This is only available during certain hours, I believe.

Request a Callback

email .....

Submit a request – Etsy

[AvaEthnicDesign]

Thank you so much!  That is incredibly helpful.

[leinweberstudio]

self-edited

[PristinityJewelry]

Well, hmmmm....

I carted one of your items, and took it all the way to the final button..."Place your order..."

Seemed to be fine up until that point.

[PristinityJewelry]

Perhaps double check, and triple check, that your shop's financials are perfectly accurate....bank account number, credit card details (and expiration date), etc.

If just one of those is amiss, Etsy may not be allowing customers to purchase.  And in typical Etsy fashion, Etsy may not have let you know that something was amiss when initially signing up.

[AvaEthnicDesign]

Unfortunately, that is correct.  Everyone can get up to that point, but when you click "Place your order" you get an error, the order cannot be processed, but I have no idea why and Etsy seemingly doesn't know either.

I have triple-checked that all of my financials are accurate.

[LastCentury]

I was able to get all the way to the end with the "place your order button" highlighted & ready to click.

"I borrowed the login credentials of a close friend, logged into their account..."

yes but on your computer or device? Etsy may have a memory as to who is purchasing from what IP address to prevent shilling... and if you are using a pal's account details to make a purchase from your own shop on your own device... etsy may be blocking that for good reason.

I recall issues of sellers getting shut down for whatever reason and taking their family members down with them as collateral damage since they were sharing IP &/or devices.

AND then... there is the aspect of your incomplete shop which scammers love to target since you look like a total newbie.
Add complete shop policies, shop announcement, About section showing you making your items, shop categories to divide your items accordingly...

You should ask for a shop critique, there's other things that could be improved upon.

good luck.

[AvaEthnicDesign]

Unfortunately, that is correct.  Everyone can get up to that point, but when you click "Place your order" you get an error, the order cannot be processed, but I have no idea why and Etsy seemingly doesn't know either.

Yes, but only to verify what other users were already telling me.  I received a screenshot from another user showing the same error that I was able to generate on my friend's account.  It was only to confirm that no one is able to complete checkout from my store.  I have multiple users from different states falling to complete a purchase and getting the same error.

Im confident that multiple users aren't sending me the same error screenshots, that I also replicated, in an attempt to scam me, when they aren't asking me for any personal information, only to help them complete an order.  I don't know what about my shop is incomplete, everything on the back end is filled out.  I'm open to suggestions, but if no one is able to make a purchase on my store, what does it matter?  Could something I haven't completed be affecting user's ability to complete a purchase?  If so, what specifically?

[BagmakerSupply]

@AvaEthnicDesign: Part of the problem may be the conflicting information in your shop. On Etsy, 'handmade' means handmade by YOU or someone in your shop (who needs to be listed). You state you shop location as Golden Colorado but a listing says "Made in Rajasthan India". You have listed this item as made personally by you, so are these items you designed and have someone else making them exclusively for you (then you need to list the production partner), or are you merely reselling. It may be that Etsy is verifying your shop. At any rate, you need to reread the Etsy rules and bring your listings into compliance before Etsy closes your shop.

[AvaEthnicDesign]

Interesting.  The options for "who made it" on the listings are "I did," "A member of my shop," and "Another company or person."  I selected "A member of my shop," because I honestly thought that was the most accurate choice.

I worked directly with local artisans in India and Mexico on designing my items, choosing textiles, dying materials, etc.  They were all custom-designed and hand-made by craftspeople that I hired through my business, and I have all of my inventory in my possession. I don't know if my relationship with them will be ongoing, or if I will move on to working with other craftspeople.  I didn't think that including all of their information as "production partners" was necessary, or required.

I have done support-chat with Etsy three times this week and they have reviewed the backend of my account and all of my product listings and confirmed that all of my listings are already in compliance and that there should be no problem with checkout.

[Franziska]

Etsy chat does not check listings for compliance with the Etsy rules.  (they literally read off a script and pretty much just hand things off to Etsy to deal with as needed.)  Etsy may well be checking your listings as they aren't clearly aligning with the rules of handmade/vintage/supplies here.  They may be ok - it really depends if you have designed them and had them made exclusively for you.  In which case, as noted above, you need to add production partners for tranparency.

[BagmakerSupply]

@AvaEthnicDesign: "... hand-made by craftspeople that I hired through my business ..." This would appear to match the definition of a production partner: "A production partner is a company or individual (who’s not part of your Etsy shop) that helps physically produce items based on your own, original designs" per https://help.etsy.com/hc/en-us/articles/360000336547-Working-with-Production-Partners-on-Etsy?segmen...

"I didn't think that including all of their information as "production partners" was necessary, or required." "I selected "A member of my shop," because I honestly thought that was the most accurate choice." "You must list all of the people involved in your shop in your About section, along with the roles each shop member plays in your business." per https://help.etsy.com/hc/en-us/articles/360000336867-How-to-Add-Shop-Member-Roles?segment=selling

"... and confirmed that all of my listings are already in compliance ..." As @Franziska pointed out, Etsy support people do not really have the final say on issues like this, and based on other posts in this forum a shop can get different (often contradictory) answers to the same questions depending on who they talk to.

[AAANativeArts]

"...I worked directly with local artisans in India and Mexico on designing my items, choosing textiles, dying materials, etc.  They were all custom-designed and hand-made by craftspeople that I hired through my business, and I have all of my inventory in my possession. I don't know if my relationship with them will be ongoing, or if I will move on to working with other craftspeople.  I didn't think that including all of their information as "production partners" was necessary, or required."

It is definitely required. If you stop doing business with them in the future, you can remove them, but as long as you are showing their work, it must be disclosed. They have to be producing those products specifically for only you, and you must have designed them.

[ArtDollsbyJD]

@AvaEthnicDesign   Did you read the TOUS about handmade.

You must be the designer of the item or a person in your shop who is listed in the about page created the item.

All those artisans in Mexico and India must be listed in your shop about page.  They have to be part of your shop in order for them to be able to create the items.

Otherwise you have to be the designer/maker.

Have you verified your account through Plaid?  Does all banking information match your name at onboarding.  Have you entered all legal information required?  

I would stop with chat and use email or have chat refer your issue to tech support. 

[GlassyFields]

and if you're selling items you designed ... they have to be designed exclusively for you.

sounds like you're stretching the rules of 'designed by'.

[BriarMoonBeads]

I think I see where there might be a problem? If you are known to Etsy as being in India, it's possible that customers in India cannot buy from you. Sellers in India who were signed up before the ban (I think Nov last year) are able to sell to international, but not domestic. Etsy is currently not accepting sellers from India and they get your location for that via banking/identity info.

This might be why people in this thread (who are not in India) are able to take your items through to the last checkout point.

[AvaEthnicDesign]

I am known to Etsy as being in the United States.  Some of my inventory is made in India.  I do not sell internationally.  I am in the United States, trying to sell to other users in the United States.

[HazelsSewingSupplies]

Earrings from Oaxaca in our store. Our artisan....Sounds like re-selling of the jewelry also.

[BrooklynStVintage]

self edited

[AvaEthnicDesign]

It was a technical problem with my payment settings.  They were all input correctly, but not confirmed on the back end due to an error/bug with the platform.  Tech support was able to fix it.  The most helpful info here was the link to the call-back feature so that I could actually get in touch with someone who could help.  Thank you all for your input!

[CoquetteBath]

I'm also going to say that when I see a store with such a boutique vibe, I immediately go to 'she's not making all of this'.

from bags to dresses to earrings?

all lovely. Really. Just my jam.

but...from what you say you didn't make any of these items. Maybe some items qualify as being made with a production partner, but you haven't disclosed anyone in that category. No profile or policies, either.

I'm aware you're new, but...you're competing with a lot of well established shops that ARE complete.

So I'd suggest ensuring that every single blessed requirement that Etsy has for a shop...to sell handmade...is followed 1000%.

and yes, I did mean one thousand percent. In that...you can NEVER take anything for granted around here.