Nonsense respond from Etsy Support

[SeptemberJewelBox]

Good morning guys, 

I am writing here to seek some advice here. 

I am a UK based seller. I am planning a vacation in China for a month. During my time in China my husband will pack and ship any incoming orders for me so I don't have to set my shop on vocation mode.
However, he will only sign in and pack the orders, I am still going to answer some inquiries/questions from customers, so I will be logging my shop during my time in China.
I am just wondering whether it will cause any hassle- Are there any risks of my shop being suspended when I log in my shop in China? Will my shop be at risk of being suspended if there are log ins in both UK and China? If there is, what is the best solutions in my case?

I am trying to email Etsy Help however, the first email they replied to me was very formal with some links that didn't answer my questions. Then I replied saying I need some individual support. Later on I received an email from them saying they have limited the access to my account as they detected a suspicious log in, email as below and ask me to answer all the questions:

[This content has been removed by Moderation. We ask that you please review Section 1, Item 2 of our Community Policies prior to posting.]

Email was sent via  [REMOVED]. It was very confusing as I never received any helpful answer and now I am not even sure whether this email is actually legit not some sort of scam....

Can anyone shed some light please? Many thanks. 

Maggie

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[ReginaldSpleen]

I imagine that something in your query e-mail triggered a bot response. "I want to make sure you don't think someone is hacking my site from China"

I believe you have to keep responding to the help e-mail with 'more help needed'.

I expect someone with more experience on Etsy's awful support system can give you further advice.

Good luck and have a lovely trip!

[ModFabio]

Hello!

We ask that members please refrain from sharing any sort of personal/sensitive information (yours or other people's - this includes, and is not limited to: Names, Addresses, Phone Numbers, Email Addresses, Tracking Numbers, Private Messages, etc.). This also includes any verbatim communication between you and Etsy Support, as per Section 1, Item 2 of our Community Policies.

Please note that this is a safety measure for you and everyone else potentially involved in the matter, which is why this is such an important aspect of our Community Policies. 

Thank you!

[BloominLuvly]

 ?

[FallenAngelBrass]

I wouldn't rely on Etsy support for assurance that your shop won't be locked because of the "suspicious" and sudden and repeated log-ins from China when you've been a UK based shop for so long.  If I were in this situation, I'd leave a boiler plate reply for my husband to post for buyers who have inquiries.  Looking to Etsy support right now to supply individual, custom support is iffy at best. 

[BagmakerSupply]

@SeptemberJewelBox: One possible solution would be to use a VPN set to a UK IP address - the downside is that any bad history from that IP address may be attached to you.

[CuriosAnCollectibles]

I've logged into my shop when overseas without any problems 

[Amaradorn]

Can you get your husband to forward any queues to you via email and then you respond to him? Keep it all via email. Then you won't need to log in to you shop at all whilst away.

[PristinityJewelry]

Oh, good idea.

[JDTotesnDolls]

Etsy will see log ins from an unusual location.  (Doesn't matter the country really) They have not idea that it is you and that you are in another place while your husband is in the UK.  China has some very specific rules about using the Internet.  A recent acquaintance who is working in China long time described some of what goes on  so you probably should expect issues.  This may have caused some suspicion for Etsy.

Perhaps you ought to have placed your shop on vacation.  

[CatsBeadKitsandMore]

I'd put your shop on vacation mode while you were gone or extend the processing time to the most you can. Then set up an auto reply. Show your husband how auto reply works in case he needs to reset it. Sounds like it might be a big hassle to keep  it open during your time in China.

[SeptemberJewelBox]

Thank you everyone for your replies!  When I was in China, I wasn't able to log on Etsy anyway so I had to use VPN. Before I departed I received a individual message from Etsy Support saying as I sent an email to them they know the log in in China should be fine. 

As a result I still managed to keep my shop going while I was in China. (Poor husband haha)

Thank you everyone!