Urgent: My Etsy Shop 'Sage and Magic' Was Suspended Without Warning – No Response to Appeals/Inquiry

[TheAstralCollective]

1. Dear Etsy Support Team,

I hope you’re doing well. I’m reaching out because my Etsy shop, Sage and Magic, was unexpectedly suspended without any prior warning or communication. This has been incredibly difficult for me, as I have poured so much love and effort into my shop, and I am struggling to understand what went wrong or how to fix it. I was a Star Seller with zero issues, 5 star reviews and almost 4000 sales.

I have already submitted three appeals in hopes of having my account reinstated. However, each time the appeal period passes, nothing is resolved. Instead, my appeal status simply resets, forcing me to start the process over again without any explanation. It has been frustrating and disheartening to keep trying without receiving any real answers.

I have also reached out to the Help Center multiple times, hoping for guidance, but while I’ve noticed updates on my inquiries, I have yet to receive any actual responses. I still have no idea why my account was suspended or what steps I need to take to make things right.

I recently saw that Community Manager @thatregina was able to assist another seller with this same issue, and I’m hoping that my situation can receive the same level of support. This shop means the world to me—not just as a business, but as a way to connect with customers who appreciate my work. The lack of communication has made this experience incredibly stressful, and I just want to find a way forward.

Any help would be greatly appreciated.

I know Etsy values its sellers, and I remain hopeful that this can be resolved fairly and quickly. Thank you so much for taking the time to read this and for any support you can provide.

Best,
MeShawn Churko
Sage and Magic
sageandmagic.etsy.com

[DesertChains]

Were you making any metaphysical or medical claims?

[TheAstralCollective]

Thanks for bringing this up. No, I removed all claims because I advertise/post on Facebook. Initially when I first opened my shop years ago, I got a notification for that and the Etsy Trust & Safety person said to make sure to put “is said to” or “believed to” etc so it isn’t considered a medical claim. That was early on, I’ve removed most if not all of those claims because Facebook notified me everytime they flag a listing that had that so I just started removing those as I got those flags from Facebook.

[MrsDsHandKnits]

OP, you state:"I am struggling to understand what went wrong or how to fix it."

If your current shop is any indication of the types of items you were listing/selling in the other shop, of which there are Etsy policy violations as per "healing" claims, then I'd have to agree that Etsy was justified in the suspension..

" Quartz is known for its healing properties, while dendrites symbolize growth and expansion. This unique combination makes it a powerful tool for manifestation and personal growth. Bring positive energy into your space with this stunning piece."

[PlatypusDream]

@TheAstralCollective 

"Etsy Trust & Safety person said to make sure to put “is said to” or “believed to” etc so it isn’t considered a medical claim."

What they told you is wrong. Those are still METAPHYSICAL claims. Quite often the call center people have no idea what is actually legal or not, and listings will continue getting flagged because they are STILL against the Terms of Use.

[TheAstralCollective]

Thanks for that! I removed the email - and yes that’s what I was told, I guess I assumed they knew what it was I was asking when I called. Regardless, my shop did have crystals and handmade pendulums etc. Regardless, I have had no communication or response in contacting them, and my appeals have gone unanswered. Even if this was the case, I shoul certainly will and would have fixed any violations  that I would have been made aware of.

[TheVintagePineapple]

Was Sage and Magic making metaphysical or medical claims similar to the ones you make in the listings in the shop you're posting from?  

Were you selling the same crystals, jewelry, tarot, etc. that you are selling in both shops?

The items sold in your Shopify site make those kinds of claims, so were SageandMagic's listings exact or similar to the descriptions on that site?  Phrases such as ''Perfect for bringing some calming energy to any room'' and ''holds the potential to bring balance and harmony to your energy.'' that are in the descriptions on your active shop are prohibited and could get those listings deactivated.

You might want to edit your OP and remove your email address.   If Etsy needs to contact you, they already have that address.

eta - The suggestion you received from Trust & Safety would still get your listings removed.  Phrases such as ''believed to'' followed by med/meta claims are still implying claims.  That's like someone selling handmade Mickey Mouse shirts stating their design was ''inspired by Disney''.  Those phrases won't save your listings from being deactivated.

Medical Claims - Our House Rules | Etsy

[TheAstralCollective]

Hi there.

So I was explaining above that initially when I first opened my shop years ago, I got a notification for that and the Etsy Integrity/Trust & Safety person said to make sure to put “is said to” or “believed to” etc so it isn’t considered a medical claim. Which is what my listings do state if you they have anything regarding that, most don’t however.

[TheAstralCollective]

@TheVintagePineapple thanks for the suggestion of the email removal btw!

[PlatypusDream]

"Ocean Jasper is known for its ability to encourage relaxation and bring a sense of peace and tranquility. The Skull is also believed to promote creativity, imagination, and self-expression."

Metaphysical claim that is not allowed by Etsy.

https://www.etsy.com/legal/policy/services/242665313101

Was your other shop selling the same things and making the same banned claims?

Did you open this shop because the other was banned?

Once a shop has been banned, the seller is not allowed to open another store on Etsy.

[TheAstralCollective]

I’m not permanently banned. And please read above. Thanks.

[TheAstralCollective]

Also the link above is for services. I didn’t sell those. And I am not claiming anything medical. Creativity, Imagination and Self- Expression aren’t considered medical claims when I read policy.

[TheVintagePineapple]

@TheAstralCollective 

Your SageandMagic shop has the ''currently not selling'' banner and clicking your seller profile brings up the ''does not exist'' page.  

PlatypusDream asked if you opened AstralCollective because the other shop was closed by Etsy.   It appears you did open Astral just recently.  You should be aware that once Etsy closes one shop for violations, any new account you open may also be suspended sooner or later.  Probably sooner since you're still making prohibited claims in your new shop.

The link above contains this statement under metaphysical services: 

''Items with a metaphysical outcome (e.g. attracting wealth, love, gambling luck, more business, employment opportunities, or assistance with legal or relationship situations)''

Items such as crystals that mention 'outcomes' in the descriptions are prohibited.  The crystals are ok to sell, you just cannot make any claims.

[TheAstralCollective]

Hi there, my point is - I am not aware of why my shop was closed. It was just closed. If I would have known, I certainly would have fixed the issue. Any attempts at me contacting Etsy has either gotten me wrong information, or no response. I was aware that if I was permanently suspended (I.e. not able to appeal) then I could not open another shop. 

[TheAstralCollective]

Hi there, my point is - I am not aware of why my shop was closed. It was just closed. If I would have known, I certainly would have fixed the issue. Any attempts at me contacting Etsy has either gotten me wrong information, or no response. I was aware that if I was permanently suspended (I.e. not able to appeal) then I could not open another shop. 

[Duckwells]

You have a few issues to fix in your new shop, promising energy or reselling items isn’t allowed, you might want to take down the non handmade pendulums.  Etsy is clearly actively enforcing their policies, 

[PlatypusDream]

@TheAstralCollective 

Etsy has no legal obligation to tell you why your shop was closed. Everything is laid out in their Terms of Use.

In fact, it is not in their best interest to tell a banned seller what the reason was, because unscrupulous sellers will use that as a playbook to reopen and avoid bad words / banned claims and continue selling the same banned products.

For example, used underwear, CBD oils, illegal drugs, intellectual property infringing listings, etc.

What Etsy says:

https://help.etsy.com/hc/en-us/articles/115015672628-How-to-Reinstate-Your-Suspended-Account

https://help.etsy.com/hc/en-us/articles/6298920789271-How-to-File-an-Appeal-for-a-Permanently-Suspen...

[TheAstralCollective]

@Duckwells Thank you for an honest and uplifting answer! I'll take a look and fix what I can with that! I appreciate you! 

[TheAstralCollective]

@PlatypusDream ok I understand that. I just didn't get why in the appeal they asked what the violation was and how  was going to fix it. However I have submitted 3 appeals and they just reset with no resolution at all. All of my emails and chats go unanswered. I'm hoping they should still be obligated to respond in this case. 

And used underwear?!! You've GOT to be kidding me!

[PlatypusDream]

@TheAstralCollective 

"And used underwear?!! You've GOT to be kidding me!"

You do NOT want to see what I've seen sold here over the years.

Used underwear (with a drop down menu of how many days used and what sort of fluids you want to "customize" the items with") are not the worst of it.

[TheAstralCollective]

@PlatypusDream My goodness! well thats just nasty LOL and the fact that thats not even the tip of the iceberg gives me the ick! haha

So, once I edit my listings on Sage & Magic (and Astral tbh) in the backend and ensure I'm not violating any terms by having another shop up (I DO own two companies I didn't just make up a name to reopen a shop) -- How do I ensure my appeal is looked at?! How do I ensure I have a fighting chance at reopening? 

As far as being banned, my understanding is that I cannot open another shop if my appeal has been denied and my shop has been permanently closed. However I still have the ability to edit and fix my listings, as well as appeal (they just go no where) so maybe I will fix my listings up and then repost for help seeing my appeal? That's my best bet I am assuming?

[TheAstralCollective]

@PlatypusDream My goodness! well thats just nasty LOL and the fact that thats not even the tip of the iceberg gives me the ick! haha

So, once I edit my listings on Sage & Magic (and Astral tbh) in the backend and ensure I'm not violating any terms by having another shop up (I DO own two companies I didn't just make up a name to reopen a shop) -- I didn't even think of the metaphysical stuff - I only focused on removing medical claims. So now I definitely know what to fix here.

Once I fix it, How do I ensure my appeal is looked at?! How do I ensure I have a fighting chance at having my shop reopened? Right now everything is going into a black hole.

As far as being banned, my understanding is that I cannot open another shop if my appeal has been denied and my shop has been permanently closed. Since I can still file an appeal, I am aware that means it is temporarily suspended, not permanent.

However I still have the ability to edit and fix my listings, as well as appeal (they just go no where) so I will fix my listings up and then repost for help seeing my appeal? That's my best bet I am assuming?

[PlatypusDream · Accepted solution]

@TheAstralCollective 

Comb your listings and shop and sanitize anything that could possibly break the metaphysical or medical claims rules.

And try again.

Etsy might reopen you, or just deny you again. Sometimes it seems completely random.

Good luck.

[TheAstralCollective]

@PlatypusDream On it! Thank you SO very much! 

[TheAstralCollective]

If any one can shed some light or has experience onto whether or not a permanent suspension or a temporary suspension matters to be able to open another shop then, I would love some information on that as well. Now that I see the medical claim issues in my listing, I can edit them accordingly so that they are not in violation. That is, hopefully, what this appeal process is for. Had I known anything sooner, I would have fixed the issue - I'll also have to pass this information onto my assistant as well so every one is in the know! Thanks for the information everyone!