No pay-outs from last several months

[Swordedge]

Hi everyone

I'm selling on Etsy from last several years however about 4 months ago I updated my bank account detail. During the process of updating my new bank account Etsy asked me to upload my bank statement as a part of account verification. 

Cut to short, after submitting my bank statement, Etsy released my 2 pay-outs which I never received. After wait of 10 days I contacted Etsy to inquire about my pay-outs. In their reply (email) they advised me to wait for 30 days as sometimes if the bank has refused to receive the pay-outs it gets returned to Etsy.

I contacted again after 35 days that payments still haven't been received.  Guess what now they are not replying to my e-mails. I have also visited my bank branch numerous times and they are confirming they haven't received any funds nor they refused anything. I have requested Etsy to provide me an evidence to show the transactions so I can show it to my bank to trace the transactions but they aren't replying. 

I am regularly fulfilling my everyday orders but now I am at a point where I think I can't cope with any more postage cost expenditure without receiving my funds. Till today Etsy owe me above £1000. Can someone please advice who should I contact and how as I have tried several numbers but they are not in use. So please help me as this Etsy's poor behaviour is now affecting my business financially quite badly. 

[CryzalisDesigns]

Hi, you can try here

https://help.etsy.com/hc/en-us/requests/new?segment=selling#issue_update_account_email-contact_selec...

[HavenCottageCrafts]

I recently went to the contact us button under the community and help tab, and was able to quickly navigate to a live chat.  Maybe try doing that and see if anything can be resolved.

[Beadcomber]

You may need to open a Help request with Etsy

Submit a request – Etsy Help

as an aside...you have no Shop Policies in place. 

[Swordedge]

Thanks everyone... I have just got hold someone via live chat. After explaining my problem I received the following reply:

"I totally understand your point of view, however this topic it's been handle it by a specialist on finances trough email, since in this case your case goes beyond my knowledge. I will set to high the priority of your case to get a response as soon as possible". 

[VibeEnvy]

They sounds like a very outsourced customer service agent to me. I would have expected something more literate than that. Not really what I would want my raised fees to be paying for, discount customer service.

[Beadcomber]

@Swordedge 

Yes, Finances... chat cannot answer any questions regarding that. I think chat is offshore to answer some basic questions. Through email, a specialist will ask you some random security questions regarding your account, to help verify it is your account, before helping figure out what the issue is with your account. Hope you can get it resolved. If you don't hear back from Etsy within 2 days, you may have to email them to open a ticket.

[Swordedge]

I have been given a ticket number through live chat so would it mean they will definitely reply? As I said earlier, I have sent numerous e-mails but they are not getting back to me. Thanks 

[Beadcomber]

If you sent numerous emails to them...once they sent the first reply, you'd have to answer on that reply that you still need help. Opening several new tickets might explain why Etsy is ignoring? But now that you have a ticket number, yes someone should reply to you. 

[AAANativeArts]

Use the contact by email option. The chat people can only answer basic general questions, not any specific problems for one person. Only send one email. If you keep sending multiple emails they will mark your previous email as resolved since you did not reply to it with I Still Need Help, then kick you to the back of the line when you send another email. Everytime they don't solve your problem, reply to the same email via the I Still Need Help link and tell them again what your problem is.

They seem to be doing things to delay payments wherever they can get by with it. A few months ago my payments were less than the amounts they were telling me was coming, and it took about 3 months before they finally sent me $2700 of back pay. Things were then right for a couple of months, and now my payments don't match again for the last two months. I am now playing the I Still Need Help game, waiting for them to fix it.

You just have to be persistent and keep replying to your original email. It can take them up to 10 days to get back to you. I know this gets old, quick. It shouldn't be this hard, especially when it involves your money.

[Swordedge]

Hi everyone

Just to update on my case, yesterday Etsy has replied and guess what they said "On our end, it appears that the deposit was successfully sent to your bank account. We also haven’t seen the deposit returned to us by your bank, so they appear to still be in possession of the funds.
 
Going forward, your bank will be the best point of contact. Please continue working with your bank, preferably a manager or supervisor, through your bank’s customer service phone number. Other bank employees may not be able to track down the funds for you". 

Now I am thinking to go down to the small claim court route as they are not providing any help nor providing any evidence to prove that Etsy sent any pay-outs. 

[CraftyCornishMaids]

@Swordedge 

When you updated your bank account details, are you sure you put in the right numbers?

If so, ask your bank to check their "suspense account", sometimes money is put in there, waiting for a human to review it. give them the date and amounts

Also, does your new bank actually accept overseas transfers, some banks don't, the post office doesn't, and Tesco bank doesn't, not sure about others

[AAANativeArts]

Keep replying via the I Still Need Help link in their original reply. Send them screenshots. Tell them you already checked with your bank and they said it was NOT on their end.

A while ago, they tried to say my bank received the deposit but only cleared half of it (what bank does that?!) Of course my bank said don't be ridiculous.

It took me three months to get my missing pay, but eventually they sent me $2700 in back pay with no explanation or apology.

Things were good for the next couple months, now they are cheating me again, just like before, sending partial deposits or none at all.

[riverofbeautydesigns]

This is so depressing to read about. I'm so sorry good sellers are in this situation. This is an outrageous way for a company to treat one's customers (which we are... a big portion of Etsy's revenue comes from seller fees). Not to mention beyond hypocritical in view of Etsy's public persona.