can't contact etsy through chat or phone

[KnotOriginal]

earlier today i posted this thread:

https://community.etsy.com/t5/Technical-Issues/buyer-being-charged-really-low-wrong-shipping-fee/m-p...

about a bug where etsy chose priority shipping for my customer when it wasn't needed and only charged them $1.31 for shipping. i was able to report it through the live chat on my dashboard. since then i've had 3 more orders, all with the same issue, that i had to cancel and refund because i can't possibly ship for $1.31. the latest problem is now no one is answering the live chat and i tried to get a call back from the etsy help page but keep receiving a "hm, something went wrong. try again"  message. is anyone else experiencing trouble with getting help from etsy or this repeated shipping bug?

[cindylouwho2]

Sometimes you have to wait a while for Chat, and sometimes it is actually frozen in your last conversation with them, and you need to open an email ticket to get it fixed. 

[KnotOriginal]

@cindylouwho2 my last chat from today ended early this afternoon. the helper asked if they could close out the chat to escalate the problem. i've tried again at 4:30 and 5:30. it does seem frozen but i'm also not getting a response when i try to get help through the main help page rather than through the chat on my dashboard. 

[cindylouwho2]

@KnotOriginal " but i'm also not getting a response when i try to get help through the main help page rather than through the chat on my dashboard" That also happens when it is frozen. Not sure if they didn't close it out correctly or if there is a bug, but it has happened to a lot of us. 

[DamaniGifts]

Try opening a different browser to get the chat to work again. The chat is frozen in Chrome for me, but it works when I open in it in Edge. Not that chat support is any help anyway. Their only response is "we'll follow up via email" they don't actually resolve any issues. 

[KnotOriginal]

@cindylouwho2 with the way today has gone with me needing to cancel and refund every order because of the $1.31 shipping bug i wouldn't be surprised if it's another bug. where can i open an email ticket?

[cindylouwho2]

@KnotOriginal you have to go through the contact us prompts until you find one that allows email, since there is no specific Support sub-category for Chat. 

[KnotOriginal]

@cindylouwho2 thanks for your help!

[KnotOriginal]

@DamaniGifts thanks for the suggestion but that was the first thing i tried before coming to post here. i'm still frozen on all browsers, same with not being able to get a call back. i did receive a follow up email yesterday to let me know they'll look into it.

[BookShopApocalypse]

Same.  I got a chat agent initially who told me to just ship all the orders and come back with the label IDs for a credit due to a glitch in Etsy's system where they were charging all buyers $1.31 for Priority Shipping.  

It's been 2 days now and I have never once gotten so much as a response from their chat support.  Their phone support shows as active, but once you put your number in it says Error in red font. 

I'm beginning to think this is now intentional in which case, Etsy needs to be held accountable.  We should all just  boycott one day and put our shops on vacation until they decide to support their sellers that supply the income for their entire business model.  I have my own .com store, I don't even need Etsy. It's more of a legacy thing.