Vacation Mode

[tichshoppe]

Can some one show us a way - here is detailed account of the situation:

We have been Etsy seller since May 2021. In September  of 2024, Etsy's Trust and Safety team requested documents for verification. We uploaded all the required documents and received an email from Etsy confirming successful verification and approval to continue selling.

Email received from Etsy on October 31, 2024:
“Our team reviewed it and successfully verified your details, so you’re all set to continue selling on Etsy.”

As a result, our shop was reinstated on October 31, 2024, and we have since been receiving and fulfilling orders.

However, despite the successful verification and confirmation emails from Etsy, a yellow banner continued to appear, stating that we needed to confirm our seller information. We contacted Etsy Support multiple times and were informed that our identity had been verified and the issue with the yellow banner had been escalated to a specialized team. Unfortunately, despite repeated follow-ups, we never received updates on the status. 

During these chats, Etsy customer service representatives mentioned that funds would be deposited into our account as per the scheduled deposit dates. They also confirmed that all verifications were complete, and nothing was pending.

Despite these interactions and repeated emails sent to Etsy, the yellow banner was never removed. 

Now, a red banner has appeared on our dashboard stating that we failed to verify our taxpayer information within 60 days of Etsy's first request. This clearly contradicts the fact that we provided all documents, and Etsy verified and told us that we all set to sell on Etsy on October 31 (email attached ) . This appears to be an internal error on Etsy's part and needs to be fixed immediately.

Our shop has now been placed back into vacation mode, and states that all pending orders would be cancelled. However, Etsy not only cancelled any pending orders but also automatically refunded ALL fulfilled orders as well. These orders were placed after Etsy verified and confirmed that we were all set to continue selling. All orders had already been fulfilled and delivered to customers, many of whom have left us 5-star reviews and would like to reorder more items.

This has caused significant confusion among our customers, many of whom are messaging us to ask why their orders were refunded despite receiving their items. Additionally, there was an expected deposit of over $10,000 since our shop was reinstated, but now, with Etsy refunding customers, the account balance stands at $0.00. We have not received any deposit for the last 2 months or so. This has caused immense financial loss, stress, and significant damage to our shop’s reputation.

To clarify: none of the fulfilled orders were pending; these were processed and completed only after Etsy confirmed we were good to sell.

We are a registered, incorporated company with valid IDs that have been verified by Etsy. All necessary documents have been uploaded and approved. 

All  Etsy we are trying to reach and sending automative replies. Can some one advise how to reach some one or resolve this. 

[vintageNCtreasures]

All you can do is contact Etsy through the help pages and then keep replying that one email thread that you still need help.
Don't open multiple help requests.

I'd take a screen shot of that message Etsy sent you that said on Oct 31st you were all set to sell and attach it to the help request.

I've heard this same thing happening to other sellers, Etsy tells them they've been verified and then they're not and Etsy refunds ALL orders even ones that were shipped and delivered.

You mention "we" with valid ID's. There's no "we" on Etsy when it comes to verifying ID's.

There can be ONLY one shop owner/name and the name on the financial info has to match everywhere.
You can't have Janet Smith, Janet A. Smith, Janet Ann Smith, the names must match exactly on everything.

[tichshoppe]

I have been sending emails to Etsy Trust and Safety, but I didn’t hear back for a few days. Then, on Friday evening, a little ray of hope—I finally heard back from them! They said: “The concern has already been escalated to our next level of support for better assistance.” I hope i hear back from them. And yes i have sent screen grab of the e mail we received from etsy confirming verification. 

I’m the shop owner, and the shop is registered in my name. However, since I have incorporated a company, both my husband and I are listed as directors. I’ve also added his name as an additional owner. 

Those already fulfilled orders that were canceled and refunded to customers were worth over $6,000. I don’t know if that money will ever come back : ( 

[PlatypusDream]

Did you have Etsy take down any of your items for not following the Terms of Use?

Sometimes Etsy shutters shops seemingly for one reason, but it is really another.

[tichshoppe]

i was put on vacation mode last week and today one item was taken down -  i don't think these 2 issue are connected. 

[vintageNCtreasures · Accepted solution]

I noticed you have some items that ship from Canada (your location) and other items Ships from: Sanborn, NY.
I don't see any production partners listed on those items that ship from NY.

If you use a production partner to make some of the items then you have to list them and those items should be labeled as "Designed by" you and not "made by you".

[tichshoppe · Accepted solution]

Thanks for pointing that out, i have fixed it and all items are being shipped from Canada. 

[ModAngie · Accepted solution]

Hello! We're sorry to hear you're experiencing issues with your account. We've forwarded your concerns to a specialist team. Thank you! 

Please know we handle support inquiries privately per our Community Policy – we’re closing this thread, so you can get the support you need from us directly.