Suspended Account – Support Responded to a Different Ticket

[ISHAKESTORE]

Hi everyone, I need help with my suspended Etsy account.

My account has been suspended, and I contacted Etsy Support through the Help Center.
I submitted a request under ticket number #20355601, but I received a response by email referring to ticket #20328354, which is not mine.

I’m confused because I only receive messages via email, and I don’t know if Etsy is reviewing the correct case.
Has anyone had a similar issue? What should I do in this situation?

Any advice or help would be greatly appreciated. Thank you!

[NanaLetha]

What did the response say?

[GlassyFields]

that's interesting ...

try responding to the message with 'I still need help with my help request #20355601. You have responded to a help request that I did not submit.

and if you can, try chat.

any idea why your account was suspended? Did Etsy provide any clues? Do you owe them money?

[ISHAKESTORE]

I’m a new seller on Etsy and my account was suspended for the following reason: “violations of rules, unpaid invoices, or failure to comply with regulations”. However, I haven’t done anything wrong and I don’t have any payment issues.

After the suspension, Etsy asked me to fill out a form with my name, location, and the purpose of my shop. I submitted it right away.

The next day, I received another email asking again for the same information (name, location, and browser used). I replied again.

Since then, this keeps repeating: every day I get another email with a different ticket number, asking the exact same questions. I keep responding but nothing changes.

Has anyone experienced this before? Is this normal? What can I do to speed up the process and recover my account?

[PrimFun]

@ISHAKESTORE   Your shop is open.  It is not suspended.

Add your location and shop policies. 

[GlassyFields]

I'm going to guess that since you're new, you don't have sales. But it is possible that you owe Etsy money for listing fees and/or advertising. Make sure you've got enough money in the credit card or bank account to pay Etsy any balance due at the end of the month.

There are a lot of rules. It's easy to unknowingly break one, especially if you are new.

Read the seller's handbook, especially can be sold on Etsy.

And make sure all your listings are correct, e.g. if Designed by You, then you must have a production partner. Inconsistencies in the way things are listed have tripped a lot of sellers up.

Make sure you are not infringing in any way. 'Fan art', which is illegal to profit from, has tripped a lot of sellers up. The best course is to only sell wholly original items, without images or reference to known people, institutions or things.

What were you selling?

[NanaLetha]

@ISHAKESTORE  Your shop is not suspended. It's active with listings.

[TBQSC]

@ISHAKESTORE  -- "violations of rules, unpaid invoices, or failure to comply with regulations”

It is quite possible your shop will soon have many more violations ... your clipart listing has many IP infringing images, and many of your listings can be found being sold on multiple other websites (exact same photos), which violates Etsy’s creativity standards.  Getting another Etsy violation could prompt a permanent shop closure!  

Etsy items can ONLY be *handmade by you * craft supplies * vintage (20+ years old) ... reselling another’s handmade items is against Etsy Terms of Use!  If these item images are actually yours (not commercially mass produced by others as evidence suggests), then you will need to file DMCA with each & every selling website and submit that info to Etsy.

As for the different ticket #'s ... since Etsy sent you several emails asking for your information and you said you filled out several of those, then each will have a different ticket # attached to them, so it is quite possible you do in fact have multiple tickets still unresolved.  Do not keep opening a new ticket ... instead, respond to the original ticket "I still need help" ... opening new tickets just puts you back at the bottom of the list!  It is also quite possible you are getting scam messages ... new shops are prime targets for scammers.

Best wishes!