Guys, I am at my wits end here.
We had a message at the beginning of november to say our case rate was high, and if it wasnt improved by December 1st, our shop would be put on a 30 day holiday and permanently suspended after that. We have our reasons for poor performance in September, family reasons - which I was willing to put in an appeal if necessary - however, come December 1st our case rate was under 1% easily, no further cases, no poor feedback, and no further messages from Etsy.
On the 3rd, we received a message to say we would be forced into vacation mode, despite us achieving the required service standards. So I emailed to say "we achieved our service standards - why have we been suspended" and I received an email back to say 'ok, our bad - we have removed the suspension and reinstated your account' brilliant... on we go. (This was yesterday by the way)
So I try to take our store out of holiday mode, but cant, so email back to ask why. We are told that they have reviewed the account and decided not to grant our appeal. I didnt appeal. I just stated a fact, that we met the requirements, and I was told we were reinstated, which is correct.
Why cant we talk to someone at etsy and instead have to go backward and forward, dragging on for days at a time... conflicting information, holding us to ransom!
