Pending order issue amid Etsy messages turned off and Etsy can’t be reached to restore

[EclecticAcclaimShop]

Hello Etsy forum,I’m Anda

Please be mindful I’ve only been here 1 1/2 month…thus far, I’m chill and that’s how I roll but these matters have gotten me close to the level of: My patience.”Etsy has it”. I’ll break this up so it isn’t too overwhelming.

The problem:Etsy messages have been turned off for some odd reason immediately after I finished a conversation about an ongoing order issue with 2 sellers. I receive but can’t reply. I wasn’t ’spamming’ or harassing anybody nor were the sellers. This started with ‘error-message would not send,try again’ written in red twice,which progressed to a snarky one that goes like this  ‘bummer! Your messages have been restricted contact Etsy support for reactivating.” Well it’s more than just a ‘bummer’. My order issue can’t be resolved with the seller though they are trying-I want to resolve it with the seller and could if I could send just -1- message! But no..it doesn’t work.

*What I’ve tried already:

1.)sent helpdesk an email &received an email questionnaire asking that I verify my identity before we go any further, I did as it asked only to receive the verify questionnaire email again. I replied to it -again- only for you can guess what happened…

2.)Tired of going in circles I used the Etsy section for reporting order issues while specifying that this is NOT the sellers fault & my issue in my message. Clicking send cause everything to freeze except a little circle that kept swirling around. Per advice given to me by Etsy team via email in recent past,I restarted computer (MacBook Pro),cleared cookies,logged in & out (don’t get me started about how long ReCaptcha robot verifications took to log back in)..tried again only to find my efforts an EPIC fail as it happened again & never went thru.

3.)Using help desk link in shop manager I found my way to a chat function  that doesn’t work now. It worked once before.It says ‘in 1 minute or less’ but I waited an hour with no response.

4.) I tried using the Etsy app after numerous ReCaptcha verifications only to find a red error message that says “message failed to send,try again”

*What I know thus far: some have reported that Etsy messages being restricted is more common due to Etsys efforts to crack down on spam & misconduct.But my situation did not occur after such misconduct.Also there was a recent glitch affecting more people. I have read in forums that if Etsy’s automated system shuts off your messaging ability it can take 7-14 days or whenever Etsys system ‘thinks’ it appropriate or something to return…if that’s true,that causes a problem for me for a few reasons involving money…it also hurts effort toward star seller with 24 hour replies to new messages & in general is makes me appear rude!

So….I’m asking (to hear from a human first of all)

Until I finally get a response if in fact my help requests were reached by anyone…Perhaps someone here may help me and anyone else with these issues…? I’m wondering if anyone has any insight on how else I can resolve my order issue whilst unable to send messages? And also any thoughts on the messaging problem? Oh also,what happens if I get a sale & can’t send a message to the buyer?

Whoa Thanks for reading all of that,

‘Anda, 

EclecticAcclaimShop

[audreytherese]

You say you have an issue with a couple orders. You have the seller's direct email in your order details, just like your customers will always get your direct email.

Sorry, can't help with getting messaging abilities restored. 

[audreytherese]

Under purchases click 'view receipt'. Their email will be at the bottom of the page. 

[EclecticAcclaimShop]

sent my reply to the wrong spot ugh,twice-i hope this reaches you AudreyTherese,so copy pasted it here…

I did not actually know about that,thank you. I will see if I can find it as I have not before-I’m quite new as I mentioned so I appreciate the info! I had thought previously that email contact was not allowed or considered inappropriate. In fact Etsy staff told me never to give out my email to anyone I’m in contact with and that customers will ‘never’ see your email….so I was led to suspect that was a general -don’t ever do that’ kind of thing. It’s worth a try if I can find it.

And yes I had an issue with 2 orders. One has been resolved but the seller doesn’t have my 100% ok via message, the second issue is ongoing and requires an answer from me for it to be resolved. Kinda ahhh Everything all at once!

my 2nd message:

Hmm..I just looked at my printed copy of the receipt and noticed that under “payment method”it says paypal paid to (email address of seller). I did not think I should contact this but is this what you were referring to?

Interestingly enough the email info is not available on the receipt for the other seller I was interacting with…

[fifthcorps]

Meanwhile, work on completing your shop.

Need shop policies filled out, this will actually be to your benefit.

List production partners. Are you a drop-shipper, say from Aliexpress, Temu or similar?

May need to rethink your listing mentioning Swarovski crystals, as there have been issues with that company in the past as mentioned in these forums. Are you licensed to use the Swarovski name?

Are you the designer of the jewelry? If so then toot your horn about it in your "About" section.

[EclecticAcclaimShop]

sent my reply to the wrong spot I think,so copy pasted it here…

I did not actually know about that,thank you. I will see if I can find it as I have not before-I’m quite new as I mentioned so I appreciate the info! I had thought previously that email contact was not allowed or considered inappropriate. In fact Etsy staff told me never to give out my email to anyone I’m in contact with and that customers will ‘never’ see your email….so I was led to suspect that was a general -don’t ever do that’ kind of thing. It’s worth a try if I can find it.

And yes I had an issue with 2 orders. One has been resolved but the seller doesn’t have my 100% ok via message, the second issue is ongoing and requires an answer from me for it to be resolved. Kinda ahhh Everything all at once!

my 2nd message:

Hmm..I just looked at my printed copy of the receipt and noticed that under “payment method”it says paypal paid to (email address of seller). I did not think I should contact this but is this what you were referring to?

Interestingly enough the email info is not available on the receipt for the other seller I was interacting with…

[EclecticAcclaimShop]

Sorry that message was not to you,I am new to the forums and sent my reply to someone to you instead

[EclecticAcclaimShop]

Oops wrong spot…

[EclecticAcclaimShop]

As far as in reply to -your post-

I appreciate the input and advice (although it has nothing to do with my question) 

*I’m working on shop policies,about etc sections but have had technical errors with Etsy not saving anything I post. This happens to listings sometimes too.It’s irritating.They know about most of this but the advice they have given thus far hasn’t helped.I see that you have them listed in your shop,in links above your shops categories. Unfortunately with mine I cannot do this at the moment!

Because of this I have used the ‘announcements’ section of my store to post policies (and notes about not being able to message makes it all rather verbose)and for the info about myself being the owner 100% of my LLC business,the Etsy shop,the manager and the maker of all jewelry and items in the shop.I have ZERO production partners. The only other that gets mention in my shop is Maxwell. His current occupation:Tuxedo Cat.

*About the ‘high end crystals’ you have a point there but I am aware! I have been editing my listings mainly for SEO and also edited that post earlier due to reviewing that company changing guidelines for their crystals and how they may be referenced which I am aware of.I also noticed numerous shops on Etsy selling jewelry they have made using the brand name which is not allowed anymore. I’m not talking about the Vintage people. This is recent to a month ago…so it seems many are unaware or simply are taking the risk. I know they aren’t using the name for a logo or trademark attempt but I’m fairly certain Etsy has made this clear also.Or…their listings haven’t updated since editing as in my case since you were still able to view the old version of that listing! Concerning..I would prefer not to delete & re-do that listing but may have to.

I have noticed when I edit a title and other aspects of a listing it won’t update 100%. I don’t know why this is. If I look in my listings area of shop manager-edits are apparent. It seems to take a period of time to update but it varies or doesn’t correct at all. Also, when these listings show on google they do not show any edits.This happens with the photos and the listing titles.Don’t know what to do about that one.

I’m with you on those subjects and appreciate the advice concerns..until we get to this part….

WHY ask THIS? No I am not a “drop shipper” and do not know why you would ask such a question-I’m fairly certain that is NOT allowed on Etsy. I find the fact you would ask such insulting as I have made/designed everything in my shop-and it has taken me a lot of time money and effort by the way. My business is a Limited Liability Company as well. If you took a look you didn’t look far. You may or may not realize this but your question and your tone suggests you are accusing me of being a fraud. I don’t appreciate that if so.

Although this is not directed to you specifically,at this point I find it necessary to mention the following:

First of all thanks to all who have or may respond that are genuine and offered suggestions to actually help me & anyone else reading this thread.I posted here because this is my last resort as I have specified all of the steps I took to resolve these matters on my own. I still doubt there is much anyone can do

As I have viewed and read through Etsy forums before ever posting myself I’ve detected a certain tone of condescension in the dialogue that at times takes place in these forums toward struggling sellers merely asking questions…it seems people want to direct the conversation away from the issues for which help has been requested into personal attacks & unwarranted criticism that at times results in such sellers being reported & thrown off the site. I have also noticed not everyone gets a fair assessment when this happens & reinstatement doesn’t happen.I would say send your messages privately if you are just trying to help out but that seems to be frowned upon here on Etsy these days.

I did not invest my time and hard earned money into this business to have such happen to me. So keep it on the topic,please.  If anyone is just trolling thru my shop or anyone else’s just to make trouble or start a ‘flame war’ keep your opinions to yourself or expect it to be handled through Etsy and if necessary escalated further.

man do I type fast-

[Franziska]

Actually, what RiverCityJAC states is relevant - Etsy prohibits us from helping sellers who are breaking Etsy's rules.  And I do see the exact same items for sale on Etsy and elsewhere for much lower prices.  Another platform might be a better fit for you.

Regarding the email thing - Etsy has been warning sellers that people posing as "BUYERS" have been asking for seller emails and don't need them to make a transaction.  Once a transaction is made, both parties are given email addresses and they may be used for communication regarding that particular transaction only.

[EclecticAcclaimShop]

I did not actually know about that,thank you. I will see if I can find it as I have not before-I’m quite new as I mentioned so I appreciate the info! I had thought previously that email contact was not allowed or considered inappropriate. In fact Etsy staff told me never to give out my email to anyone I’m in contact with and that customers will ‘never’ see your email….so I was led to suspect that was a general -don’t ever do that’ kind of thing. It’s worth a try if I can find it.

And yes I had an issue with 2 orders. One has been resolved but the seller doesn’t have my 100% ok via message, the second issue is ongoing and requires an answer from me for it to be resolved. Kinda ahhh Everything all at once!

[hopeandjoystudios]

I would be concerned as you are new the 2 "orders" may be scammers.. if they gave you s story about not being able to complete their order and they needed your email it is a scam. If it is a legit completed order their email will be on it up top under contact or their account name. Contact them that way if a legit sale.

[EclecticAcclaimShop]

They didn’t ask for my email and they weren’t -exactly-unable to complete my order but there was a strange delay in the payment processing which is what we were discussing. The order payment finally did go through and in the meantime the seller was helpful.

They also never asked me for any personal info or to take the convo off of Etsy.

….It is interesting though that after interacting with them my messaging abilities were taken away………

AND what you said about the email being under their contact or their account name if they are legit-there is none of this on my receipt which I have a printed copy of….(!) no email mentioned anywhere. I did receive the file I ordered from them but it is downloadable and I haven’t downloaded it yet.

Should I not perhaps? Hmm…

…they have only a handful of sales and I hate to do to them what I suppose people do to me all the time-assume that low sales means something bad.
(I’m very new and announce that openly in my shop but I know low sales numbers is a red flag for anyone)

[EclecticAcclaimShop]

Hmm..I just looked at my printed copy of the receipt and noticed that under “payment method”it says paypal paid to (email address of seller). I did not think I should contact this but is this what you were referring to?

Interestingly enough the email info is not available on the receipt for the other seller I was interacting with…

[audreytherese]

You are allowed to be in contact with sellers and your buyers, either through messaging or email, as long as it pertains to an order. You are not allowed to contact them outside of that, to say send them promotional material. While they recommend not just handing your information out to anyone that asks (because those that ask are the scammers), the people you have had financial dealings with are different (whether you are buying from them or they are buying from you). Not sure where you got the impression that buyers would never see that information, I'm thinking something was just misunderstood. 

The email you are seeing where you sent Paypal to may or may not be the same as the buyer's email on file (most of the time it's the same, but doesn't have to be). Continue down the page, at the very bottom it will say, "Still have questions? Contact the shop: <their email will be here>

[EclecticAcclaimShop]

Thank you for explaining that because I was uncertain! It really helps to talk to some real human beings by the way

when you asked this:”Not sure where you got the impression that buyers would never see that information, I'm thinking something was just misunderstood. ‘

I have seen this noted on Etsy in various places actually,it says that I am to keep in mind that ‘sellers and customers never see your actual email and do not need it to complete a sale.’ It’s referenced in the settings section of my store also. Is this perhaps because I’m a newer store maybe they are changing the policies? Since it seems you have not seen this….?

it also was mentioned to me in an email directly from Etsy staff in the helpdesk area,sent to my email. That’s just weird.

Anyway since it IS allowed I have another dilemma. One seller I bought from does not have their email listed on the receipt ANYWHERE. And the other one only has the email listed under the payment method PayPal spot that I mentioned. Per a posting someone made above you in this thread I have to ask…am I to wonder if these are scammers I bought from? One of them is listed as a star seller so I’d hate to think that and it’d hurt them for me to do so!

[CraftyCornishMaids]

@EclecticAcclaimShop 

If you go to the order

next to the name on the left hand side, is a down arrow,

click on the down arrow, and you will have their e-mail address

try it in a browser, not the app

[audreytherese]

I believe you are still misunderstanding. 

Buyers never need your address to complete a sale. They had to add that verbiage because of all the scammers. 

That is different than buyers never having access to your email address once there is actually a completed sale. 

[EclecticAcclaimShop]

I am unsure if I am able to respond to this… I also cannot find the emails. Thankyou for suggestions and advice but I am not referring to an order someone made -from-my shop(on that I know how to find customers email)but what I am talking about a purchase I made on Etsy, it’s only my 5th purchase from an Etsy seller actually. I noticed that my email doesn’t show on customer receipts either! And no prompts to make that possible in settings or manager section that I can find?! My email is encrypted for loss prevention reasons and I use a VPN (virtual private network) could this be why? 

Also if I can’t send messages,or am not supposed to perhaps I should not email anyone related to a sale as it may be as I may be violating something…? I have not received an email or any communication about being suspended or anything like that and no updates from Etsy when I did reach them by chat and they said I’d get an email or two when they check as to what happened as they were not sure. Anything else mentioned in that I will keep private as Etsy explicitly states they want communication between them and a seller private and not posted publicly anywhere.

[EclecticAcclaimShop]

Craftycornishmaids- I appreciate the tip but I was referring to something -I- bought from an Etsy store not a sale from my shop, sorry if I didn’t make that clear! I do know how to find the customers email but I noticed my email does not display on any of the receipts I have processed for any of my sales. So odd. Also no emails except one from a PayPal on the communications I received from sellers when I bought something. Nothing in my spam box either…I do have an encrypted email I don’t know if that is an issue but I prefer it for loss prevention reasons.

[EclecticAcclaimShop]

Just to clarify with the strange ?s I got earlier:

I suppose I should have mentioned what it says on my shop page and logo: ‘Handcrafted jewelry and more…made to LAST”.

It does NOT say ‘designed and mass produced in a factory overseas’ or ‘shipped to the customer from a warehouse’. And that’s cause the same hands that are typing all these messages created them. And someone -with paws- is always watching,named Maxwell. And then there’re all the others who know me in person,watch me buy materials,do business with me, or watch me design AND create and see it all when it’s done. Oh and the production photos I created bc I thought it was neat only to decide that the listings don’t really need that posted and 10 images isn’t enough to show some of them! I dig the DIY way…and have been focusing on other creative projects unrelated to jewelry for years! (I also have a background in specialty retail business management which is alittle different)You see there ARE still people like me doing such things on Etsy even among the new and the fraudulent few…

Perhaps I should add a little “made in the USA” “Made in Pennsylvania” or “Made at EclecticAcclaimShop” “Mailed from EclecticAcclaimShop” (well they see the return address) stickers to my boxes? Does anybody do that here?

‘lol I even made my logo myself and shop banner that won’t upload because the dimensions won’t edit to what Etsy wants.

I’m also not 100% sure I know what AliExpress is but I know mixing that with Etsy is against policy. The whole handmade thing y’know? Or if it’s vintage from 20 yrs ago+ or a craft supply labeled as such….

[Franziska]

The sellers email is visible if you click on "receipt" from your purchases page and scroll all the way to the very bottom.  It is in a light grey font.  If you are in the middle of a transaction you have already paid for it is fine to contact the seller, and they may very well email you.

[EclecticAcclaimShop]

Oh my!Franziska thank you so much…! I didn’t know about this prior to these transactions because all my other 3 Etsy purchases were entered as a guest! These 2 purchases that I’ve been trying to communicate w/the sellers about were the only 2 I’ve ever made on Etsy while logged in and thus I had no idea I even access to such that way! How cool.

I just looked thru the purchases link on my Etsy page and found it! I see it’s also where reviews are to be done,(which I can’t do bc messaging restricted). The review request from Etsy was a pop up on my screen hence I didn’t even think to click on purchases to proceed. But before I review anything this all has to be resolved..now maybe it can Will see!

Thanks to everyone who was trying to help with this part of my ?s.As for my messaging being shut off issue has anyone else had this happen to them and if so how did they resolve it/did they ever get an email form Etsy or what? Or is it the first step to being thrown off the site?

[EclecticAcclaimShop]

As far as my other initial ?s in the thread….what happens if I get a sale OR a custom order request and communication doesn’t work because I’m unable to send messages? I suppose email the customer although Etsy says not to take business off the platform..but it’s to a customer so I suppose it’s ok as you have said? Just checking!

As for custom orders and alteration requests which I ask that anyone message me here about I don’t know what to do there.

[EclecticAcclaimShop]

Fransziska,regarding RiverCityAJC’s comments,there are a few things for you to consider here. I’ll just post this all in a list format for you,only because my problem has already been resolved. For the most part though,and I do not say this to be crass,but stating a fact,your position in these matters is irrelevant and I require that you cease this dialogue on this forum or elsewhere and stop making judgements and written remarks anywhere online or otherwise in regards to me and my LLC business.It is easy to post things while hiding behind a screen but this type of conduct is not welcome here nor wanted.You may review what I’ve addressed regarding your remarks and there are other options for you. Now,for my responses to what you’ve said:

:)Well,I can’t speak for anyone else out there,and realize you all deal with a lot of types of people,but I for one would not expect anyone to be assisting me if I had been breaking Etsy’s policies,as such dragging them thru the mud,but the fact of the matter is,I was not and am not :).

Numero Uno! As stated in my 1st post & as Etsy staff 100% confirmed I was NOT violating any Etsy policies to lose messaging.It was done in error-directly an overreaction of their automated system,confirmed by Etsy Staff in email,’document,document,document’. Etsy staff officially contacted me by email after I reached them by phone. I found the phone call option in ‘help with buying on etsy-I still need more help’. They apologized,clarified,promptly turned messaging back on & my aforementioned order issues are both resolved! This was awesome.I’m thankful to the Etsy staff & all those who attempted to help here who were also unexpectedly decent while doing so. Perhaps if there might be need for more convincing,I would offer my proof but Etsy has a policy on that and I will honor that as I’m sure you’ll understand & probably already know about. I only offer this mostly for anyone else out there reading-as these forum posts can help people out.

Numero 2: For the sake of being decent,I hope I did not give the impression of being in attack mode toward RiverCityAJC,who really was just asking questions.It is just that such a thing posted sometimes,unfortunately,in a forum conversation on the internet can become like mines in a minefield. Looks like you stepped on one of those mines,Fransziska. Of course,he left a question out. ‘Are your items handmade’. He could have also added that proof may be helpful(which I have plenty of). I don’t suppose you saw my other post. I went into some details there. As for RiverCity,he likely can speak & think for himself.

Numero 3: If you are being honest and have legitimate proof of what you are saying,posting it to a forum instead of using the appropriate channels makes your position seem questionable.With this quote of your post “And I do see the exact same items for sale on Etsy and elsewhere for much lower prices.” Are you for real here? Or are you just gaslighting and starting what I specifically stated is not the purpose of the thread I started and can be handled through Etsy as there are rules here I am sure you are aware of. I will add that I am not trolling through anyone’s pages looking to create trouble as some enjoy doing. If you are for real,you raise for me and for others who design & create their OWN work and sell it here,an actual concern.

You see,my work is subject to my copywrite. I own an LLC business,and the work created for it,much of it,was created a year or more in advance to ever joining Etsy. And I am registered as a business creating handmade among the other details which are public record and required to be accurate. I would not dare test the legal side of things to do anything fraudulent here or elsewhere. And if someone out there really is buying the identical materials & replicating my -exact- handmade original designs either on Etsy or somewhere else (must be pretty busy) and putting them up for sale passing them off as their work,that my friend,is infringement and will need to be dealt with appropriately. Which would not be on a public discussion forum. I would say,if you have such info,as I stated above,please share it with me privately. It would be greatly appreciated. I will use the proper channels to deal with it. Thank you for bringing it to my attention as I do check these things too but I am human. I would be interested to see what you have to share. If you have nothing to offer however that’s another thing….

Numero 4: Perhaps what you have seen are innocently similar and no one is at fault,I certainly hope so. People can have similar ideas,that happens. I won’t go after them for that. Some of the things I make too aren’t easy to create or replicate. I sometimes am hand-making almost every aspect of the jewelry itself-or it’s with materials put together as are many. I don’t think they have the patience. I’m not worried. They’re more popular offline anyway. As the case with little novelty jewelry made with charms that can be innocently thought up by more than 1 person who are not copying,can be bought in different materials at varying prices,quality levels & material prices/value,but look really similar,deceptive in fact..I have seen things like that at ‘Gumball machine prices’ under $1 on other sites outside of Etsy. There are SEVERAL people on Etsy with the design.I could even provide screenshots,but it’s neither necessary nor appropriate.

‘’Numero 5 Now,am I accusing them of buying in bulk and listing on Etsy as “handmade”. Or say they are merely ‘posing’ as handmade when they’re really a drop ship service that doesn’t design or make anything? Calling them fraudsters? Nope. Am I creating a smear campaign against them on any internet platform? Nope. There can be consequences for such need one be reminded. As for the Etsy sellers with the identical stuff to these less than a $1 offsite or onsite items, there is merit in stating that if given the requirement to do so could more than likely prove they made their items,(albeit even if not as original as they maybe thought when they made them),is there not? You know, more than meets the eye goes on behind keyboards.

At this point this thread has gone far enough. My issue is resolved. Thank you to those who were decent and helpful. Whenever possible it needs to be closed.