With the holiday season driving so many people to buy from Etsy sellers, we want to offer you a helpful reminder on what is and isn’t okay when you’re looking for advice from members of the Etsy community.
“I’m a buyer and I ordered some items a while ago. I think there might be a problem with my order!”
* See this help article for a potential course of action to follow: www.etsy.com/help/article/35
* If you still want advice from a community member and you know a seller whom you trust, try sending them a Conversation to ask for the advice you’re looking for. Here’s how to send a Conversation, in case you’re not sure of how to do it: www.etsy.com/help/article/71
“I’m a seller and someone has opened a case against me/left me negative feedback! I need to talk/ask questions about it!”
* Make sure you’ve reviewed what happens when a case is opened against a shop. You can find this here: www.etsy.com/help/article/364
* Please work with your buyer and Etsy’s Trust and Safety Team in order to resolve this situation. We understand that you’re here to look for help or advice, but your buyer and the Trust and Safety Team are the only folks who you can work with to resolve this situation. You can reach Trust and Safety (make sure you’ve provided the applicable case number) via our Support contact form, here: www.etsy.com/help/contact
“I’m a seller in the middle of a situation that I’m not sure how to resolve! I need advice!”
* You can follow the suggestion to convo a seller you trust, mentioned above.
* If you don’t immediately know of a good contact, you can try reaching out to a member of the community-run Sellers Assisting Sellers team. Keep in mind that they may be in the middle of their own respective busy seasons, both in selling and in fielding requests like this one, so be quick and be friendly! The team is here: www.etsy.com/teams/6159
“I’m a seller in the middle of a situation that I think Etsy has a policy on, but I’m not sure!”
* Try searching our Help section for the subject matter you’re interested in: www.etsy.com/help
* If you can’t find a specific article that answers your question, try reviewing our Dos and Don’ts: www.etsy.com/dosdonts.php
* If you still can’t find an answer, contact our Support Team via our Support contact form. Keep in mind that while we try to respond within 24 hours, during the holidays it may take us longer than normal to get back in touch with you. That form is here: www.etsy.com/help/contact
“I really think I could get the best help from other sellers in the Forums. What do I do?”
* We don’t recommend this, as it’s a violation of Etsy policy to discuss specific transactions or feedback on the public Etsy Forums. However, if you can ask a broad or general question that isn’t connected to any particular transaction, you may be able to get the information you’re looking for while still following our policies.
Instead of “I have a buyer who bought two items from me and hasn’t answered my convos for 12 days,” try “What’s the best way to handle buyers who aren’t responsive to my convos?” The latter question is general, but the former gives enough detail to potentially reveal to the buyer that their transaction is being discussed in public. That’s no good!
We know that the holidays can be a tough time for buyers and sellers alike; buyers hurry to buy and receive the specific gifts that they want, and sellers hurry to get everything made, sold and shipped as quickly as they can manage. This is often the last time you want to encounter some sort of unexpected circumstance on either end of a transaction, and If your situation fits one of the above cases, instead of posting publicly in the Etsy Forums try following the instructions listed for your scenario!