Star Seller Chat Support Not Working

[laceycakesnc]

Hello!

I had a listing deactivated for violating Etsy's handmade policy back on December 5th. I used the Star Seller chat feature to ask for help because my item is indeed handmade. I was told my request was going to be sent to the right team and they would contact me as soon as possible. After not hearing back for 12 days, I reopened the chat feature to see if I could get an update. The previous conversation was still showing. I've tried sending messages through the chat feature multiple times since then and they are going unanswered. It's almost like the previous conversation is stuck in limbo.

I have emailed Etsy support about the deactivated listing and the chat feature, but I have not heard anything in 11 days. Does anyone have any advice on a next step? 

Thanks in advance!

-Lacey

[ArtDollsbyJD]

It sounds like the chat person did not close the window to end the discussion.  Don't think there is anything you can do about that.

I have never been able to use chat.  My window is never open and I never used it. 

Resolution about deactivated items seems to be taking a great deal of time.  I've even seen 30 days before an item is released.

[LimeandPine]

I have a very similar issue, and also no response or reply.  I just tried to get back onto the Chat feature and it is also not responsive.   This is very frustrating as I am certain I have not violated any policy, however, it has removed my Star Seller badge and I am not receiving support from Etsy.

[BeaconwoodDettman]

I have exactly the same situation. I used the chat mid-December and it is still showing that previous conversation. When I type something, nobody responds. It's like it's stuck. I used the phone callback feature to follow up on my deactivation and I mentioned the problem with the chat - she said she would pass on. My listing was reactivated but the chat still doesn't work. 

I will use the call back feature to follow up on the chat not working. 

[StykkeStudio]

Hi everybody, I do have a similar issue. The chat is stuck at the point when the bot wants to connect me with an agent. It appeared on Nov.10th the first time after a longer issue with something, I forgot about it after waiting for hours and now I've just made another request for something else and no one is answering. 

[BeaconwoodDettman]

@StykkeStudio Use the callback feature to have an agent call you - they were able to get my chat "unstuck" when I had a problem exactly like yours. 

Submit a request – Etsy Help

[StykkeStudio]

@BeaconwoodDettman I don't have this option. Maybe it's because I'm located in Germany. The phone option through the Etsy help isn't working for me since the window for the number to be typed in is too short for a typical phone number here even tho Germany is on the list. Did the support explain why it was stuck in your case?

[Scentoflifedesign]

hey, i am a new seller based in germany. i am having the same issue. did you find any solution? if yes please share, also would you please share their email address with me.i cannot find it on etsy.

[BagmakerSupply]

@Scentoflifedesign: ... also would you please share their email address ..." There is no published eMail address or phone number for Etsy customer service. Anything you find on the internet will most likely be a scam.

It has been reported in this forum that typing in phrases like "customer service", "help", or "speak to an agent" may restart chat.

[StykkeStudio]

Is there any chance a Support Member will read this thread? I've already reached out for email support but as far as I remember it takes a long time until you to receive an answer. Phone support does not work for me for some reason since the area in which I can add my number is too short. 

[BeaconwoodDettman]

@StykkeStudio Ugh, I didn't realize the call back doesn't work in Germany - support did not explain why it was stuck or what they did to fix it - it was just working for me the next time I tried to use it. 

I've seen some Etsy moderators respond to some threads in the forum but I don't think support reads it, so posting here may not get your issue resolved. 

I'm wondering if any other sellers outside the US know of a different way to get a callback from Etsy?

[StykkeStudio]

I mean the callback option is there but it's not useable because our numbers are longer than the allowed characters you can type in I guess I'll have to wait until I get an email response 🥲

[Scentoflifedesign]

same! Can u please share their email address?