Possible scam email supposedly from Etsy Support?

[EklectikaByErika]

Hi --

I posted about this yesterday, but now my post has been deleted, possibly because I quoted the email that is supposedly from Etsy Support in my post, so I will summarize instead. I have a transaction that I was unable to fulfill. I tried to cancel it the same day the order was placed, but received an error saying "this order seems to have a little dust on it, contact Etsy Support to cancel." When I did this, the first message I received told me that I should first refund the buyer. That seemed a little odd, but I did so because I did not want to leave the customer hanging. The next message I received requested the last four digits of my bank account, active billing card, SSN, and my shop payment account balance. Etsy's published support standards indicate that Etsy will not ask for this kind of info via email and that messages from support should also appear in my Shop Manager-->Messages-->From Etsy inbox. These messages do not appear there and I can find no record of my support ticket inside the Etsy website, only via email. This seems like a scam, but I would also like to resolve this issue as I have lost my Star Seller status due to the outstanding order. I have asked the customer to cancel on their end, but have received no response from them. The customer is not in Colorado, which some posters indicated could be a problem. 

I would like someone from Etsy to respond and let me know if this support request is legit and, if so, why it doesn't appear in my Messages-->From Etsy inbox. If it isn't legit, I would like help cancelling this order.

Thank you.

[NanaLetha]

You said you received an email - was it an email or Etsy message?

[EklectikaByErika]

I have only ever received emails about this issue and have never received any messages in my Messages-->From Etsy inbox. I have tried reaching support several times about this issue through several methods: clicking on the link in the error message that comes up when I try to cancel the order, using the chatbot, and clicking through the relevant Etsy support article. None of these messages or support requests has ever appeared in my Messages-->From Etsy box, they just arrive by email.

[CraftyCornishMaids]

@EklectikaByErika 

If you open a call log, you will get e-mails, which are also in your support log in help - contact us,

you will NOT get Etsy messages

[ArtDollsbyJD]

How to Handle Scams and Suspicious Messages – Etsy Help

This article tells you what to look for a legit Etsy message.

Etsy does ask for information to make sure you are the owner of the account.

USe chat to ask or use Contact us under Help to ask if this is legit.

[CraftyCornishMaids]

@EklectikaByErika 

This is a forum for etsy sellers, not etsy support

and the forums are outsourced, so all they can do is close the thread, tell you etsys standard info about scams, and maybe log a ticket for you - which will come back and ask the same things

If you want a definitive reply from etsy, you need to log a support ticket - from your dashboard - help, contact us

Etsy does ask for last 4 digits of things.

they do NOT ask you to click links, they do NOT ask for full card numbers, they do NOT ask you to authorise a transfer

This is normally done as an e-mail, if you logged a ticket, and is NOT done through etsy messages.
if you go to help - contact us, click through, if you click on your avitar top right, you can go to previous support tickets, and see what they e-mailed you
yoi can respond that way too, if you are uncomfortable with e-mail

....

customers cannot cancel orders, only you or etsy can

.......

That's about as much as we can help with - log a ticket to Etsy

[WitticismsRus · Accepted solution]

My reply was in your other post that was removed so I will try to recreate it here.

Its not unusual for legit support to ask for the last 4 numbers etc. They need to verify that it is really you and not some hacker that has taken over your account.  This is for your protection. I have been asked the same from both email support and live chat. I would much rather have them ask than give access or info to anyone but thats just my opinion. Plus they are just asking for the last 4 not the entire account number.

Is the message showing in the support ticket system? That is how you can check if it's actually from etsy support.  The replies there from support do get forwarded to email associated with the account so that may be why its in email also. 

Go to shop manager > help >contact us.

That will take you to the place to start a support ticket. Look up top right for your avatar or log in if you arent already logged in. Once logged in then click the avatar and select 'my support requests'. That should take you to the page with your support tickets and hopefully you can locate the message in question there.

Edit to add -

"if so, why it doesn't appear in my Messages-->From Etsy inbox .."

Because support ticket replies are in the support ticket system not the etsy messaging system. They are 2 different things. If you have an open support ticket the replies should be in the support ticket system. 

[EklectikaByErika]

Thank you -- this finally answers my question. The published info tells you that messages will be in the From Etsy box, but not how to access these support ticket messages. Thanks very much for your help!

[PillowDetails]

Yeah, I posted too, thinking it was legit, as I have seen others post they were asked the same questions hy Etsy to confirm their account. 

[PillowDetails]

Specific to your new info - the Buyer cannot cancel on their end.  If you successfully refunded, then you should try canceling now - maybe try a different browser, or the app.

[handyctcom]

If Etsy has access to my profile why they asking this questions? I think it is fraud also. i did not ask anything outside Etsy system I opened case about order ...... They are asking : Last 4 of active bank account no. in your payment account, please go to Shop Manager > Finances > Payment settings Last 4 of taxpayer or VAT, please go to Shop Manager > Finances > Legal and tax information Last 4 of active/default billing card on file (You can find them by going to Shop Manager > Finances > Payment Settings > Billing) And shop Payment total account balance (You can find It by going to your shop manager > Finances > Payment Account > Current Balance or under "recent activities", this is not your available for deposits amount)

[CraftyCornishMaids]

They are asking you, to make sure you are who you say you are

They know this info, they want to make sure you do too