NO Etsy Support - asked me to stay on the line and disappeared

[WildlyCreatedArtwork]

Hi - I had a technical problem and a customer bought digital downloads, paid but was told the payment was waiting to be confirmed before she could download them. She has paid. And after 24 hours still cant download. Etsy 'Help' could define the problem so said after seeing screenshots etc, said stay on the line we are escalating to the technical department. That was about 7 hours ago - just left me hanging. I cant get an answer from anyone on their supposed '1 minute' response claim. I now have to take my shop off line because I dont have faith in the digital download system and I cannot get hold of ANYONE to respond. What do I do and has anyone had these problems? I am also really embarrassed about it for the customer

[TheVintagePineapple]

Does the Order page say 'payment processing'?  Is the money in your account?

[WildlyCreatedArtwork]

It says 'hang tight, your files will be ready to download in a few minutes, we just need to confirm your payment'. I have had the payment. When the Etsy Help initially assisted they resent her the email which she received with the links. When she (and I) clicked on them, they just sent her to the original listing?  What I am really upset about and confused is Etsy help just disappearing and then I cant hold of anyone for anything to ask for help. Having put a huge amount of time into setting it all up as well. Is this common experience?

[WildlyCreatedArtwork]

I think I may close my shop and find another platform. I'm seriously disappointed in Etsy - I cant even get hold of anyone in the help desk. They boast 1 minute to reply - absolute rubbish. So they are false marketing - lying effectively and that needs to be brought to the attention of people who pay good money to cover their charges and get their businesses going. Not good at all.

[WildlyCreatedArtwork]

It says 'hang tight, your files will be ready to download in a few minutes, we just need to confirm your payment'. I have had the payment. When the Etsy Help initially assisted they resent her the email which she received with the links. When she (and I) clicked on them, they just sent her to the original listing?  What I am really upset about and confused is Etsy help just disappearing and then I cant hold of anyone for anything to ask for help. Having put a huge amount of time into setting it all up as well. Is this common experience?

[hopeandjoystudios]

Her cc may be problematic. Does it say payment pending or complete on the order? They might be lying..they might not be. If you don't care whether or not the payment actually clears, send the file to her email.

[WildlyCreatedArtwork]

It's actually friend and the payment was received straightaway. I have sent her the files by email. The problem is that moving forward 1. If there are technical problems it's easy to get bad reviews and ruin your potential. 2. What the hell are Etsy playing at if they wont answer your questions, tell you to wait but leave you hanging, and then I cannot get them to answer anything at all yet they boast 1min responses. The whole thing ends up reflecting on the reputation of the shop holder. 

[WildlyCreatedArtwork]

It's actually friend and the payment was received straightaway. I have sent her the files by email. The problem is that moving forward 1. If there are technical problems it's easy to get bad reviews and ruin your potential. 2. What the hell are Etsy playing at if they wont answer your questions, tell you to wait but leave you hanging, and then I cannot get them to answer anything at all yet they boast 1min responses. The whole thing ends up reflecting on the reputation of the shop holder. 

[TinLizziAntiques]

OP, one evening a few months ago, I was chatting with the Help desk through Chat. It was not a crucial issue, but a technical problem. Chat said they would refer me to the technical experts. I waited about 15 minutes, then stated I would try again next morning. 

Next morning, I checked the Chat and a technical specialist had entered the Chat four hours later the previous night, after 11 p.m. I don't know who would wait patiently for 4 hours, but it's not me. Your situation might be similar. Go to Help and ask for a callback.

[WildlyCreatedArtwork]

Thank you for your message. I gave up in the end. THey never bothered to come back to me at all. However, I have just found out that they have now put my shop into holiday mode without any emails, messages or communication!? This is really unprofessional of Etsy and people need to know that this sort of thing can happen. I will try again to message them. Thank you 

[WildlyCreatedArtwork]

Update - they decided after a year that my Passport ID wasn't good enough and they wanted more ID. Basically I complained that about leaving me hanging on the HELP line for hours and then never getting back to me, they also took payment from my sale and sat on it for 3 days before confirming the amount - so having said it is 'instant download to my customer' - it isnt. The customers payment was legit from the start. I'm starting to get the impression that if you 'ruffle their feathers' they find a reason to make it difficult for you but with no accountability themselves? This is a real shame. I was so excited about having an online digital download store.