Verifying Account with Etsy Support

[SmallReputaytion]

Hi everyone, does anyone have experience with verifying your account with Etsy Support before they can assist you with one of your customer's order?! I received their reply saying I need to verify some account details as part of Etsy's new security measures before they can assist me further- which is fine. However, I replied back with what they requested and they said some info I provided was incorrect (I double checked what I provided was correct unless I misunderstood what they are asking for). What I found a bit odd was that there seems to be some grammar mistakes in their reply, like the word "digit" is missing from "last 4 digit", and some of their reply seems a bit vague. Does anyone have any insight into this?

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Is this security measure/account verification normal protocol with Etsy? Appreciate any insight/help, thank you!!

[ChillwolfArt]

Giving you a Bump.  Where did you receive this Message from "Etsy"?  Email, Etsy Messages?  (if email, what is the sender's address?) Did you already Verify with Plaid? Also you said it stated, "Etsy's new security measures".  I don't feel comfortable with this.

 @bradgoodell  What say you?

[ThePurplePuppy]

@ChillwolfArt 

Personally I think it is the scammers and they have changed what they ask for slightly due to people being on to the "need your email".

The stilted language and questions asked are sort of the tip off for me. And why would they need to verify the seller's account with the seller for the buyer to buy? I have never heard of Etsy doing this. I would be "highly' suspicious.

[ChillwolfArt]

@ThePurplePuppy  I'm thinking the same as you.  The only reason I hesitate is due to the Announcement by Admin ampersay, re: the Inform Act. But I don't think this particular email is legit.

[ThePurplePuppy]

This sounds like a twist on the "need your email" scam that is being asled of a ton of sellers--especially new sellers.

If this was asked for in an email and you clicked on any links or replied I would start RIGHT NOW protecting yourself.  Cancel any CC's if you gave any info. contact your bank if you gave any info and ask them what to do.

Change your password here on Etsy. (Run malware first to make sure your device is clean-or use a different device, if possible)

I don't know what else to advise you to do but someone will be along to advise more.

Etsy support does not "Assist" buyers by asking seller's for this info--Etsy already HAS that information.

[SmallReputaytion]

Thank you so much both for your reply and advice!! I sent the help request through Etsy and then received an e-mail reply from "support@etsy.zendesk.com" from 2 individuals so far - Cid & Anj. I double checked the e-mail address is the same as the previous time I successfully sought help from Etsy Support. My banking information has been verified and I use 2 factor authentication every time I login to Etsy (not sure if this relates). I just really wish Etsy can assist me with my customer's order that they put on "review" that I need to dispatch tomorrow!! I'm worried this is really a scam now but I did not provide any of my full banking or credit card information, just the last four digits!

[ChillwolfArt]

@SmallReputaytion  I'm bothered by the fact that I don't know why they would need this information from you. That email address seems legit (the names could be or may not be factual).  But I'm still thinking it feels like a scam.  I don't want to misinform you.

[ChillwolfArt]

@SmallReputaytion  I saw what you posted below, to Seller BagmakerSupply.  This is exactly one of the reasons why Etsy needs a 24/7 Support Line.

[ParchmentPosies]

@SmallReputaytion It sounds like your customer's credit card might have been rejected. Don't ship it until everything goes through free and clear.

I don't think the wording is unusual. "Last 4" is common terminology for the last four digits of something in the US. A lot of people here say "give me the last 4 of your social" meaning the last 4 numbers of the social security number. I doubt this is a scam but be cautious what info you provide. 

[ChillwolfArt]

@ParchmentPosies  If the order was Processing, wouldn't the OP receive a Notice stating that? (Although there is that Thread re: ghost orders).

[ParchmentPosies]

@ChillwolfArt Looks like admin has commented so all clear, but I posted my response after she posted about the customers order being "under review". I was thinking the same as you until I saw that. 

[BagmakerSupply]

@SmallReputaytion: You might want to look at https://community.etsy.com/t5/Technical-Issues/Possible-scam/m-p/142801639#M787417

[SmallReputaytion]

Thank you so much for this article!! If this is really a scam, should I just patiently wait for a legitimate Etsy Support individual to give me assistance on my customer's order that has been "under review" (and therefore can't print shipping label for) for no reason provided?! I really wish there is a support phone line for Etsy where I can speak to an individual to solve issues instead of blindly waiting (I sent the help request almost 24 hours ago)...

[ChristmasIsLove]

@SmallReputaytion Etsy will not tell you why an order is still processing, for buyer privacy reasons.

https://help.etsy.com/hc/en-us/articles/115015440727-Why-Is-an-Order-or-Payment-in-My-Shop-Still-Pro...

I suppose there is a chance they may be able to help clear the payment. But there's also a good possibility they can't, if there is an issue with the payment.

If you have a buyer pressing you to ship, that could be a red flag that something is not right. While you cannot cancel an order that's processing, the buyer could purchase again, and you could tell them you will refund the first order if it does finish processing.

ETA: I just looked at your shop, to see if it would help me understand why someone would press you to ship something. You may not have done yourself any good by contacting Etsy. Both of the Taylor Swift items you have listed in your shop are illegal to sell, because they infringe on her intellectual property rights. You really need to reconsider what you sell here. Her company is aggressive in removing items. If they remove yours, you will at least get strikes against your shop. Taylor Swift's representatives can not only remove your items, they can sue you for everything you make by selling them.

[SmallReputaytion]

@ChristmasIsLove  Thank you for your heads up!! The items in my shop are all hand drawn by me as a fan as inspired by the artist, I don't mean to be infringe her intellectual property rights or copy any of her official merchandise But yes I will be mindful and reconsider, thank you for your concern!!

[ampersay · Accepted solution]

Just popping into this thread, @SmallReputaytion ! 

Can confirm that the ticket you've got going right now with Anj is a legitimate support interaction. It's not uncommon for our Support agents to ask questions like that to assure that we're talking to the actual account owner before sharing any additional information. 

Thanks! 

[SmallReputaytion]

Thank you so much @ampersay for your reply and confirmation!!

[ChristmasIsLove]

(self deleted)

[BagmakerSupply]

@SmallReputaytion: "hand drawn by me as a fan as inspired by the artist" We are getting off track of the original purpose of this thread, but as a general rule, fan art is illegal to sell on Etsy or anywhere else if the seller doesn't have the proper legal permission from the copyright and trademark holders. If you have not yet done so you might want to take a look at https://www.etsy.com/seller-handbook/article/39402098770

[ATRITONI]

They want to reverify credit card details and also writte how much money we have on our account or cc??? This is very strange!

[OmasFabricStash]

It would be strange if it was actually from Etsy, not strange from a scammer. Etsy has all the information they need, email address and credit card details. 
Would you, speaking in general not just you, give out this information to a stranger who called you and asked for it? 

[FancyTogs]

@ATRITONI 

You are dealing with a SCAM.

Etsy do not need your credit card details or the amount of money in your account.

Read these:

https://community.etsy.com/t5/Announcements/bd-p/announcements?ref=gnav

https://community.etsy.com/t5/Announcements/New-From-Etsy-section-in-Messages/m-p/143722497#M1899

https://community.etsy.com/t5/Managing-Your-Shop/How-to-Spot-a-Scam-No-a-Buyer-Doesn-t-Need-Your-Ema...

Lawrence (Clare's other half)