NO RESPONSE FROM ETSY CUSTOMER SERVICE

[LinenHandmadeStudio]

Hello,

can anyone please tell me how long it takes to receive Etsy's customer service response? I have been logged out of my account for a whole month and was able to log back into my account last Friday. After a few hours, Etsy logged me out again due to "suspicious activity". It's been 3 days since I answered their security questions and no response was received. I am a seller and it is essential for me to gain access to my account and respond to customer inquiries. 

[CraftyCornishMaids]

reply to their e-mail again

does this give you the callback option

https://help.etsy.com/hc/en-us/requests/new?segment=selling&fbclid=IwAR3XJULkao3ZPR8XcOEf2A7143n87Xt...

[LinenHandmadeStudio]

It does but unfortunately, my country is not on the list for this option.

[Tonghaofabric]

There are many problems in Etsy customer service support, and many problems cannot be solved very well~

In order to better solve the problems raised, we should repeatedly contact the customer service, and clearly describe the importance of the problem, so that the customer service can deal with our problems as soon as possible...

[LinenHandmadeStudio]

thank you very much, I will try sending an email again. 

[PrimFun]

Wrong approach.  Don't send a new email.  Reply to the email that was received over and over again until solved.

Sending a new email means the first is closed and the new one sends the seller to the bottom of the queue.  

[howtobooksandmore]

@LinenHandmadeStudio   Don't just send Etsy and email.  Respond to the email they sent you and tell them they haven't fixed your problem.  Otherwise Etsy thinks it's a new problem and you go back to the endless queue of emails waiting for a response.

[LinenHandmadeStudio]

Thanks for mentioning that! I always reply to their email but it is still helpful to know.

[PrimFun]

Did Etsy send you an email to change your password?  Did they notice suspicious activity then?  It may be that someone tried to hack your shop and failed.

Trying again with an original password is going to still seem suspicious to Etsy.

Unfortunately you can't look at the user information that will tell you where the log ins are coming from.  That is useful information.   Can you try from here to get into your shop to see if you can review that security information? 

IF you are receiving the emails, you can at least reply from the emails for your customers.

The holiday has delayed the answers most likely.  US just had a long holiday.  So you may get an answer this week.

Etsy btw doesn't work on the weekends for the most part for other than the techncial and emergency requests.  So what staff is available may not have been able to take care of your request.

[NancyQstudio]

Sadly, Etsy has very poor customer service.  On average I typically hear from Etsy a few weeks after sending a email.  Sometimes I'll receive an irrelevant answer from a bot.  When this happens I'll eventually receive help from a person after sending  additional help requests attached to the original email.  They have stated their customer service will improve because some of the recent increased fees will be going towards it.  So there may simply be a delay due to the Thanksgiving Holiday in the US.  Often US corporate workers take off Thursday and Friday followed by the weekend. If so, these days would not count as Etsy's working days.  It is important to keep all information on the same email.  

[CedarCreekEssentials]

Lol, I opened a case 3 MONTHS ago and still have not heard back from "support". I keep responding to the same email, but nothing...

At this point, I feel it's safe to say that Etsy does not have support at all 

[NancyQstudio]

@CedarCreekEssentials I'm so sorry to hear that.  It's unacceptable.  

[HelloHexieShop]

I'm going through the same thing. I replied to their email answering the security questions so my account could be restored on 9/29. I respond to the original email every few days letting them know I still need help. 

I have spoken to 2 reps over the phone, and 1 rep through chat. They can verify my ticket is open and assure me someone will respond, but cannot give me any sort of timeline.

Feels pretty hopeless at this point. My shop was only open for a month, but I put hours and hours of work into the shop, and had a large deposit ready to send when they temporarily locked my account for suspicious activity. Just waiting for them to get to my ticket number, since calling and chatting does  nothing to help my case.

[CedarCreekEssentials]

that stinks. but at least you seem to have the option to speak or "chat" with them, that's not an option for my issue

[TightsbyGG]

I’m in this exact situation . I had open orders sent them out 2300$ in my reserve , not to mention all the money iv spent on shipping labels hundreds upon hundreds , time energy. Then to drop my daughter off at school Thursday morning and do my regular routine . Check my shop and couldn’t log in tried again , nothing . Searched for Etsy contact info ( it’s a joke ) finally got a response saying “ suspicious login “ and for me to answer questions and resend email , did it . Said I should have limited access , I don’t have any . My shop is closed . My customers are making cases and Etsy is issuing refunds . I’m not able to reply to the case open or intervene. I have every receipt proof of order sent and tracking number but can’t even find or am able to provide this to Etsy. They’re just issuing refunds . My reserve is non existent, I can’t get into anything it’s a mess . I feel for you . I’m sorry you’re going through this as well . I hope these issues get fixed asap . 

[TheVintagePineapple]

@TightsbyGG Are you referring to another shop of yours?  Because the shop you're replying from has just the one listing and has had only 4 sales.  Was this shop hacked?  The one listing is for 'handmade' Gucci tights.

[CarpetCollectionAU]

@TightsbyGG Are you asking for suggestions or just "venting"? Perhaps, if you are looking for assistance, start your own thread with the name of the "closed" Shop disclosed. If the product you were Selling did not comply with Etsy TOUs, this could cause the symptoms you are describing? I suspect the cause of your issue may be different to what the OP is experiencing.