The problem comes with tracking numbers. Since the carrier is UPS but the tracking number is from USPS, ETSY does not recognize the tracking status when we update orders with tracking status.
What this means, is that we have a bunch of open complaint cases against us by customers who simply wanted to know when their items would arrive. Rather than emailing us, they opened complaints against us not knowing how it worked. When we added tracking to the complaint, we put the USPS tracking and the carrier as UPS. If you click the number it shows delivered for the package, but etsy keeps sending us reminders to work it out and they keep escalating it. UPS is the carrier for our USPS tracking numbers!! It's not a mistake.
After selling so many orders during Christmas, the seemingly unresolved cases kept adding up. Even though we updated tracking right away WE NEVER RECEIVED CREDIT FOR THEM! Now we are suspended until we fix them, but they have already been FIXED! There is NOTHING to fix.
We were on Anderson Cooper Live and have our products pinned by some of the largest Pinterest users online, which means that our products are viral. We worked really hard to build this business to where it is today by building links and networking with bloggers, all to bring more customers to etsy. We don't even market our own website because we love etsy so much. Now, every link we worked so hard to build is DEAD! When you click it, you are taken to an Etsy oops page with the girl knitting.
We have followed all the rules and are only guilty of using UPS innovations to ship USPS mail rather than rely on the inadequate shipping capacity of USPS alone. ETSY is entirely automated, and we have tried for 2 weeks to get in touch with someone to help us fix this. No one has responded and today is the first day our account is suspended. There is no phone number to call or anything.
I am not bragging by any means, but we are a small husband and wife team who has built our business on etsy for 2 years like everyone else. Scrimping and saving every penny, working late hours and trying to make it on a few sales a day until we built our brand up. This Christmas we did over $200k in 2 months and had over 6000 orders since Nov 1. We played the game the right way, and this is the reward we get? It is killing me and I want to cry.
Will someone please contact me? Please help!! We worked too hard to establish all the links and Google product images and placement to lose it to a computer glitch. We can't add tracking to open cases that already have tracking added to them and obviously show they have been delivered. PLEASE etsy, please contact me. This is a temp username that I have as my ability to post in the forum has been suspended also.
Someone please help.