SEVEN DAYS. Will someone from Etsy support PLEASE contact me? I've been waiting for 7 days.

[#1]

I received an email that Etsy had removed one of more of my listings due to policy violation. No option to reply, debate, discuss, nothing.

If I'm a buyer, I can receive a callback within 60 seconds. (I tested. Twice.) As a seller there is ZERO phone support. I cannot speak to a person about this. I have to submit an email request. I have, and those have been either ignored or are marked closed. I've heard nothing from Etsy. Nothing. Obviously I know buyers are important. I'm an Etsy buyer too. But it feels like sellers and their concerns are ignored.

I've been a seller on Etsy for over 12 years with over 15,000 sales. I have a solid record of 5 star reviews and happy customers. During that time, I've seen the rise of copyright and design theft. This is affecting countless other artists, and anyone who has been a victim would agree that it's infuriating and at times disheartening as an artist. Overseas manufacturers steal our designs and even photos(watermarking helps but is not foolproof) and mass produce them in cheap materials to sell on Temu, etc. I've reported over 100 listings on Temu, and for every one I have removed, another 2 pop up. I hold US Copyright registrations; those mean nothing to China. Hobby Lobby is even selling one of my designs. I'm currently fighting that too.

I would be happy for anyone to visit my studio and watch the process. I don't unpack items out of a box and put them in new boxes. (That's another, separate problem that has become an issue on Etsy.) I make the pendants with my hands, at my worktable. 

Any thoughts? Has anyone else, as a seller, had problems and been unable to get help? If you actually did get help, will you please share the magic formula? And if by some miracle someone at Etsy reads this, will you PLEASE CONTACT ME? 

[IntheWitchwood]

Same boat too, 34 days of no response so far and second time this listing has been wrongfully removed after already being assessed and reinstated after 4 months wait the first time.

[cindylouwho2]

@IntheWitchwood I am so sorry you are still going through this! 

[SilverWishes]

Still no communication from Etsy at all, or any response to the email request for help that I filed, BUT...

I filed a BBB complaint, explaining the issue and that I couldn't get anyone from Etsy to contact me or respond to my help requests. I also checked on direct flights to NY so that I could visit HQ in person and share/demonstrate my handmade process(not kidding). Etsy did respond to the BBB request after a few days. Still didn't contact me directly, which was my request, but they said (via BBB) that they'd reinstated my listings. My problem was solved, somewhat, but they still didn't contact me, which is what I requested. So I'm not sure whether I should tell BBB that my complaint has been taken care of or not. I do still have questions about the process by which they were removed and the stunning time drag on my initial email request. 

Some may think that my reaction and outrage is WAY overboard. ('That poor lady needs some sleep', lol) Maybe. Probably. But I've poured so much of myself into my shop and my work. And I know many of you out there have, too. The listings aren't even the main point. We should be worth reasonably prompt help from a human who can resolve our problem. Yes, we benefit from the platform, obviously. But we also make a lot of money for Etsy. Many of us are a stellar first impression on a first-time customer, who becomes a returning Etsy customer. What's that worth?

Taken directly from the etsy 'about' page: ‘In a time of increasing automation, it’s our mission to keep human connection at the heart of commerce. That’s why we built a place where creativity lives and thrives because it’s powered by people.’  

Thank you to all for the suggestions, advice, and for reading. THAT'S what human connection looks like, and it's why Etsy succeeded in the first place. I hope we can hang on to it. Blessings to you:)

[ChillwolfArt]

@SilverWishes  Oh for ----s sake; this is the first time I'm seeing your Thread. And you are spot on; anything Shop related (item takedowns, financials, hacking, etc.), should require a knowledgeable HUMAN 24/7 phone Support. Anything less is unacceptable. And I'm sorry for what you're going through.

[cindylouwho2]

@SilverWishes I am glad your problem was solved! 

Etsy does not contact sellers affected like this. They don't want to explain most of their removal procedures so they don't tip off people who are actually listing non-handmade items. Which is why, of course, that they should deal with appeals promptly. 

[BijouBettyUK]

Im so pleased you have your listing back up. How do you file a complaint with BBB against Etsy? 

[NickiesNest]

One of the most aggravating things is that Etsy demands a level of customer service from us sellers far beyond what they themselves provide to the same sellers.  All while trying to sell to the public that they believe in "making commerce human".  

I don't think they can have a clear communication chain for dealing with these kinds of problems because they don't have a clear policy in the first place.  Do they even know how the bots work?

[ScissorsandQuillCo]

Just wanted to say that I'm so sorry. Your work is gorgeous and completely unlike anything I've ever seen so it must be maddening to have your designs and images stolen repeatedly and then to be the one penalized for it. Keep going!!

Your quote was so apt; Etsy needs to be reminded of this DAILY:  

‘In a time of increasing automation, it’s our mission to keep human connection at the heart of commerce. That’s why we built a place where creativity lives and thrives because it’s powered by people.’  

[LinneaBorealisPlants]

I’m elated I found this forum because I am dealing with the same issue. Etsy took down one of my listings for a specific reason, but I debunked that reason with proof and they still will not put it back up. Their “support” department copies and pastes the same things over and over in their emails, there is no one who really helps, and no one higher up you can speak to in my experience. I’ve seen Etsy not support sellers in so many ways, I might close my shop and move elsewhere. I hope you get some answers soon! 

[ArtDollsbyJD]

@LinneaBorealisPlants   You need to answer one of the emails Etsy returns to you.  Use only one to communicate with.

Not knowing what the item is, can't say why.  However if it was a plant it could be that the plant is related or is one that cannot be sold across state borders.  Many states have laws regarding items that can be transported across state lines.  Also may need a permit to sell organic items.

If it is something else then perhaps your photos were taken,  If so then you need to have the other site take down your photos and let Etsy know.

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[LinneaBorealisPlants]

I have a permit to sell plants in all states, which I’ve told Etsy multiple times. They informed me it wasn’t the photo, so I’m stumped to this day.