"Oh no! I'm having a problem and I need help but I don't know who to ask?"  As part of our All about Etsy FAQ Series, the Customer Support Team has detailed their role at Etsy and the best ways to communicate with them if you need help.

We are here to help Etsians! The Support Team writes a Featured Column for the Storque called Customer Care, with updates on issues such as billing, reporting transactions, and other support-related issues. We also post tips and how-tos which are meant to help you out before you encounter a problem. As they say, an ounce of prevention...

If you do encounter a problem and you want to get in touch with us, you can expect to hear from one of our team members: adrian1, Lori aka Chillionaire, emilybidwell, ErinHaldrup, or jimchesters.  Our team works on General Support and Billing 7 days a week and Abuse cases Monday through Friday. Expect a response within 24 hours during working hours. If you don't, please email back. Maybe we didn't get it! If you still don't get through, try sending one of us an Etsy Conversation, and we will find out what happened to your email. We eagerly respond to every email, but please be patient. There are a few of us and a lot of you! We believe in quality, one-on-one attention. You will always be emailing with a person when you contact Etsy support.

In order to help you as quickly as possible, send your email to one of the following addresses.

Email Support@Etsy.com for General Help, which covers:
Site navigation and functions, Selling and Buying, Closing and Opening accounts, Bugs, Muted Conversations, Questions about canceled transactions and refunds, Your Listings, Registration and Login, Your Shop, Advice, Question about what can and cannot be sold on Etsy, Forgotten Username, Email or Password trouble, Forums and Chatrooms, Questions about Site Policy, How to leave Feedback, and General Information.

Email Billing@Etsy.com for:
Trouble with credit card, your bill, or your fees.

Email Abuse@Etsy.com for all Disputes and Site Violations, involving:
Transactions, Conversations, Copyright, Trademark, Brand, Feedback, Harassment, Listings that don't belong on Etsy, Fee avoidance, General TOU violation, Behavior or Quality concerns, Sock Puppet accounts, Shilling (falsely inflating feedback), Spam, Scams, Non-Delivery, Inaccurate Listings.

Since most of the Etsy admin have a hand in helping you in one way or another, it can be befuddling as to who is the best point of contact!

For all Disputes and Site Violations involving the Forum and Chatroom, contact community@etsy.com. If you need help getting the hang of Etsy etiquette on the forums, check out the Community Team's Forum Decorum series on the Storque. The Community Team can also help you get acquainted with site policy and getting to know your way around the Etsy website. For more on Community, see their post in this All about Etsy FAQ Series (coming soon).

If you need advice or suggestions on your shop's appearance or the art of selling on Etsy and developing your brand, you might want to reach out to the Etsy Labs admin. For more on the Etsy Labs and how they mentor sellers, see this All about the Labs post.

And lastly, don't be afraid to ask for help!  We think open communication works best for everyone.