Etsy News Blog

Urgent Phone Support Launching in November

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shahstang

Update: As of November 4, 2013, if your account is suspended or if you have questions about Direct Checkout, you can request a phone call! We’re available by phone 7 days a week from 10 a.m. to 10 p.m. ET and aim to call you back within 10 minutes of your request. Check out our discussion in the Etsy Forums for more information.

The original post below was published October 3, 2013.

As Chad mentioned during Tuesday’s Town Hall meeting, starting in November, Etsy will offer phone support for members who have questions about Direct Checkout or shop suspensions. We know this is a long-standing request from members and we agree that it’s time to make a live human voice available for these urgent and important questions.

We are still working out the final details, but we’re planning to offer phone support as a call-back service 7 days a week, 12 hours a day, in English. Members will find an option to “request a call” on Etsy’s contact page when they select any Direct Checkout question from the drop-down menu (or if their account is suspended). They will then submit their phone number and a brief description of their question. Our goal is to make all calls within 10 minutes of the request, which will give us enough time to look into the member’s request before getting on the phone and avoid extended hold times later.

Please note that this is in addition to our plans for urgent email support. As I described in a Forums post earlier this month, members will still have the ability to mark certain issues as urgent on the contact page, and these emails will still get priority response times. But we recognize that some members contacting Etsy with urgent questions will prefer a phone call to an email.

We’re very excited about launching phone support as another step toward the level of support you deserve. We’ll share more details about the program when we’re closer to launch but, in the meantime, we welcome your thoughts on the kinds of issues you’d like us to handle over the phone. Feel free to discuss in the Forums or reach out directly — we’ll keep your ideas in mind as we think about expanding the program.