No response to support ticket on shop suspension since August 2023

[MukLingByproducts]

Hi,

I am posting on behalf of my wife, as she cannot post to this forum.

Her applied shop is MukLingArtSpace

My wife has applied for a shop end of July. She was in the process of setting up the shop, filling in the necessary information, when her shop was suspended. She did not realise that there was an action required in the Legal document section until too late. It wasn’t clear why her submitted ID was not verified successfully, so she re-uploaded her ID again. There was simply no clear information what had happened.

Since then she has appealed through the support ticket system multiple times, but there hasn’t been a response to date.

Is there anything else she could do?

We read in some forum posts to "at" Admin so that perhaps they could help look into this. Not sure if this works =(

So, @rmuransk @thatregina @rmuransk apologies for being intrusive, but we are at our wits end as to why my wife’s shop suspension is still in place. There weren’t any rules violated as she hasn’t even listed anything yet.

Any advice is fully welcome. Thank you very much!

[CraftyCornishMaids]

normally everything has to match exactly,

so if the ID is Jane Sue Smith, everything has to be the same, 

For example, if you have Jane S. Smith anywhere, it doesn't work

when you "@", you have to have the underline, like @thatregina 

[MukLingByproducts]

Hi @CraftyCornishMaids

The info is the same, we type as how the info appears on our ID, typically last name, first name, in this order. Our first names comprise of 2 'names'. I had no problem with this (pre-covid time). 

The problem is that no one is reviewing the account process after the initial suspension and subsequent requests for support.

Thanks for the note on the "@", but couldn't figure out how to activate the link in the first try …
Is it just by adding the underline style to the text?

(Ps. actually the underline did not work. Used the underline to "@" you, but that did not activate the link )

[CraftyCornishMaids]

when you @ it should pick up a list of names, if what you want isn't there, you start typing next to the @, and then click the name when etsy finds it.
you click the name, which activates the link, and underlines it, to show it's an active link

[MukLingByproducts]

We found a way to use the link in the name, manually editing the url in the link that you've kindly added! TQ!
Chrome on my side does not pick up any names at all, nada. 

[MukLingByproducts]

@thatregina,

@rmuransk

For your kind attention, thank you so much!

[cindylouwho2]

Sadly, I know people who have waited longer for appeals of suspensions to be heard. Tickets usually expire after 90 days. You may be able to see which tickets are current here: https://help.etsy.com/hc/en-gb/requests?segment=selling

[MukLingByproducts]

We've read many entries in the forum that it took them very long for their issues to be resolved. There were cases that were settled pretty fast, but at the same time many more were left permanently unresolved : (

Tickets actually expire in two weeks now … My wife has filed her fifth ticket to date.

We really hope for her shop issue to be settled soon.

[CraftyCornishMaids]

I reply every day to the ticket, through help - contact us, saying it's still needs fixing

I haven't raised one recently, so not sure if this still keeps the clock ticking now

It definitely did when they removed our sellers details, and that wasn't very long ago.

[cindylouwho2]

@MukLingByproducts I agree with @CraftyCornishMaids - if you are finding tickets are closing within 2 weeks, reply within 10 days or so, instead of opening a new ticket. Keep the tickets short and to the point. 

[FabioMcMustache · Accepted solution]

Hello,
 
I see that our support team has already been in contact with the shop owner in question on August 31st. They can reply to it directly, should they have any additional concerns.

We'll now close this thread. Thank you.