Shop Was Suspended With No Communication From Etsy

[WhitePineappleDD]

I have 2 shops; a digital download shop that has been open for 4 years, and a Print on Demand shop that has been open a year.  My digital download shop has been making sales slowly but consistently the whole time it's been open.  My POD shop finally got its first sale about a month ago.  As soon as the sale came in, Etsy cancelled it and suspended my shop.  I didn't get an email from them explaining why and I checked all the things that might be wrong that the Help Center page told me.  I filed an appeal, which said it would take 2 weeks.  Still no email from Etsy and after the 2 weeks was up, the banner on my shop when from reading that they were reviewing my appeal back to my shop is suspended.  I filed a second appeal and am still waiting.  I've checked my email every day (as well as the Spam folder) and still have not received any communication from Etsy.  I can't find a phone number to speak to an actual person and don't see a way to live chat with anyone either.  Can anyone shed some light on how to contact someone from Etsy?  If I am in violation in any way, I will gladly fix it but someone has to tell my what I did wrong first!  Geez!!

[VintageRescueSquad]

Beware any phone number you see online for Etsy. They are all scams. Etsy doesn't accept any incoming calls.

Etsy will not discuss with you what the violation was, as that is considered business/legal advice, which they will not provide.

Common problems seem to be trademark infringements, and non-matching ID information.

[WhitePineappleDD]

What is non-matching ID information?

[BagmakerSupply]

@WhitePineappleDD: It is not unusual for Etsy to suspend a shop after the first sale as they seem to not complete the legally required verifications until after the first sale. The first order being immediately cancelled  is rarer. Whether the two are related is hard to say.

Etsy is not know for its speed in replying to or dealing with such issues.

"If I am in violation in any way, I will gladly fix it but someone has to tell my what I did wrong first!" Etsy expects the shop to know the rules and follow them.

As an aside, note that your digital shop may be in technical violation of Etsy's new rules about the thumbnail (initial) image. You are not selling imprinted tee shirts but that is what you are showing in some of your thumbnails. Per https://www.etsy.com/legal/policy/listing-image-requirements/253962679005 "... we require sellers to use original photos of the actual product buyers will receive ..."

[WhitePineappleDD]

In my digital shop I do have examples of the designs on shirts, mugs, wall hangings, etc, but I also have a listing image of just the design.  I have also started adding a listing image saying that this is a digital download only and any images of products are for display purposed only.

[TBQSC]

Hopefully you will get an answer from Etsy soon.  I am not sure if it is related to your closing, but Etsy requires sellers with multiple shops to have that info visible in all their shops.  I don't see anything mentioned in this shop or your profile.

[WhitePineappleDD]

I looked that up on Etsy Help Center and it says to go to the Public Profile on each shop and make sure "Shop" is checked.  I looked on both my shops and that is already checked.