Updated November 2022
Contacting Etsy directly is a bit of a challenge, because they tend to change their customer service options a lot.
They recently eliminated their direct customer service phone number, and if you dial the old one it tells you to go to Etsy.com to find more options there.
However, there are ways to get in touch with Etsy support if you need to.
To contact Etsy, go to the help section and scroll down to the section called “Your Etsy Account.” Click on the “Contact Etsy” link there. There are three ways to contact Etsy support, including email, live chat, and a phone callback. Each of the options is available to both buyers and sellers, but not at all times. The options will vary depending on the time of day and what problem you’ve indicated you need help with.
Even if it says that your preferred way of contacting support isn’t available, that might not be true.
There’s a tricky way to increase your chances of actually getting through to a human, as opposed to being told to email and wait a week for an answer.
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How to contact Etsy for customers.
If you’re an Etsy customer who needs help with an order, the first thing you should do is contact the seller. Go to your profile and click on “purchases and reviews,” locate the order, and use the contact seller button to ask a question. If you try to contact Etsy directly, they’ll try to redirect you to the seller, so just contact the shop owner first.
If you can’t find your orders, or you checked out as a guest, you can contact the seller by clicking on the Help Center link, then typing “contact” into the search bar in the help center, or scrolling down to the “Contact Etsy” link in the “Your Etsy Account” section at the bottom of the page.
If you only type in “contact,” the dropdown menu will open up and you can choose to contact a shop or contact Etsy.
Even if you do click on “contact Etsy” in the help center dropdown, they’ll try to get you to contact the seller first.
If you have an Etsy-related question, and not a seller question, click on “contact support” and it will take you to the Etsy support options.
Click on “buying on Etsy” and another menu will come up. You’ll be given options to choose what your problem is, and you’ll be shown the contact options that are available.
If you’re lucky, the full slate of options will be shown, and you’ll be able to choose whichever method you like.
However, the most direct way to get help from Etsy is generally their phone callback request.
People seem to get a call back pretty quickly, but if you choose email you may not get a response for days.
How to contact Etsy for sellers.
If you’re an Etsy seller who needs to contact Etsy support, you should start by going to the Help Center and making your way through the menus there. You might need to try several options before finding a support option that isn’t email, but you should be able to find one if you check a few different links.
Follow the process above to get to the buyer’s menus, and then get ready to start searching for an option that isn’t email.
Clicking on “selling on Etsy” will bring up a menu of choices, and not all of them will bring up every contact option.
Choose the one that’s closest to your problem, then scroll down to the bottom of the page that comes up.
On most of the pages, you’ll be able to click on “I still need help.” That will bring up the options that are available for that problem category.
Here’s the tricky part…The options under each section won’t always be the same, and not all the options will be there every time.
However, if you don’t see the option that you want, you can always try again by going back to the main menu for seller question categories.
I went back to the main menu and chose a different problem, then worked my way through to “I still need help,” and different options came up.
If I needed an immediate answer about something and it wasn’t within the phone callback hours, chat would be available.
Don’t be afraid to poke around if the option that you want isn’t there right away. Even if you need to go into a different problem category to find the right way to contact Etsy, that’s fine.
I would suggest that you NEVER settle for email support. It’s not unusual for people to never get a response back from Etsy email support, so chat and a phone callback are much more reliable.
In addition, if you’re told that they need to escalate the request “to the team” then be ready to contact them again if you don’t hear back in a day or so.
In the times that I’ve had to contact Etsy support, they were usually (not always) helpful, but there were also many times that they told me things that were straight-up wrong. So don’t be afraid to ask questions to clarify answers.
Be persistent and polite and if you’re not getting the help that you need, don’t be afraid to go back and keep asking questions.
For another article about contacting Etsy’s customer support by phone, click here.
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