Support Redirected - Customer service standards suspension warning banner

[JewelryFX]

Hello,

Email support re-directed me to post in the support forums - "It sounds like there might be an automated issue affecting your account."

After facing some really insane loss, sickness, and, and, and - we received a warning about customer service standards in November because of case rate, that by December 1, we needed to be meeting the standards. We were! I was so happy and proud to be back on track again and caught up after everything I'd already been through with my family!

December 3rd, I received a banner on the shop that it was suspended because we didn't meet standards, but didn't appear to be. I reached out to support at the time, and they confirmed to me through chat, that we were meeting all of the standards, and they didn't understand why I had received the message about a suspension because I was now meeting the expectations. I was instructed to wait for the email and contact support again. A few hours later the shop was suspended, but no email - and I was referred to submitting an appeal so they could investigate.

After 20 days of no information, and email support reminding me that they can take up for 14 days, it was just asking me to file an appeal again, acting as if I hadn't ever submitted one. I reached out to support again and they replied that the suspension was lifted as a courtesy. But we were meeting the standards, all of them when this happened.

Today, the same thing has happened. I have a banner on the top of my dashboard with the same message, but the shop appears to be fine, and we've received a few sales today. I spoke with support over chat at 3am PST this morning, and he emphatically tried to convince me that my account was not, and should not, be suspended. That we are meeting all of the standards - Ticket #18682470 He essentially told me to ignore it. I can't afford to have the shop suspend and wait another 14-20 days for help.

[VINTAGEbytheMAGPIE]

Hi sorry to say but this isn't the support forum. This is the sellers form , it is where Etsy support sends you when they want to get you off the phone. 

Your shop seems open, do you have a further query that sellers in the forum can help you with ? 

[JewelryFX]

I'm not sure what you're saying. This is posted in Technical Issues - the direct link where email support sent me.

Welcome to the Etsy Community > Etsy Forums > Technical Issues

I haven't talked to anyone over a phone - you can't submit contact requests right now... and no one seems to know why. 

[ArtDollsbyJD]

@JewelryFX   Etsy is not in the forums except for moderators who sometimes do help.  We are only fellow sellers.

Chat directs people here because it is part of their script.  They have limited capabilities.

THis is something you should email Etsy and supply with your phone number if you want them to call you. 

You are receiving poor reviews which is prompting Etsy to revisit your shop.  It appears you are not yet meeting their standards.

[vintageNCtreasures]

Support is outsourced and rarely do they know the ins/outs of Etsy and is why they sent you here because they don't know the answer.

The only way Etsy might reply is one of the mods, will close this thread and say your info will be sent to a specialist that will be in touch with you.

[VINTAGEbytheMAGPIE]

im just saying this isnt support you are contacting its the sellers forum .

[dayspringcollectible]

Maybe so, but admin tends to keep a closer eye on the Technical Issues portion of the Forum, as evidenced by the many times a Forum Mod has posted comments here, which is probably why support itself sent her here.

[VINTAGEbytheMAGPIE]

sorry I cant edit my above note ,

fellow sellers do Etsy still look at issues posted to the Technical issues section here ?

[OneEyeCatStudio]

"...  do Etsy still look at issues posted to the Technical issues section here ?"

Mostly when they respond anywhere in the forum they say that they are forwarding concerns to some team and then they shut down the thread.

[CatsWhiskersCurios]

The only thing you can do is to keep replying to the same email saying you still need help until a proper support person deals with it. If you’ve been dealing with chat, they know very little and have no power to do anything. They frequently send sellers here knowing full well there is nothing we can do. We are just other sellers, and the occasional mod, who may try and escalate it for you.

[LittleStarsKeepsakes]

I am having the EXACT same issue, big banner telling me in in forced holiday mode, meeting standards, currently on with chat, shop still active.