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Etsy Gets Closer to Offering Inbound Phone Support

Etsy customers can now receive help over the phone for all types of issues. Users will still have to submit a request for a call-back while Etsy works to create an inbound system with an 800 telephone number. The company said, “We’re also proud to report that our average turnaround between receiving a call request and making the call back is around 16 minutes.”

Etsy first began offering phone support in the fall of 2013 for questions about its Direct Checkout payments or for questions about suspended accounts.

It added support for billing, refunds and cancellations, general account questions, for buyers that need to be directed to a specific seller, and for buyers and sellers involved in a case. By the spring of 2014, Etsy said its phone support coverage represented about 30% of the topics in Etsy’s Help Center.

It had planned to offer inbound support (where a user could call in directly) by the end of 2014. This week, Etsy said it became clear that there was more work to be done with its current system – “The good news is that expanding the scope of our support gets us all the closer to an inbound line.”

Who Are You Talking To?
Etsy outsources its phone support to a third-party, it explained, “We partner with a support provider in southern Oregon called FCR. When we launched phone support, we knew we needed an established and experienced team to best serve our members. FCR offers us a group of bright, talented, and thoughtful individuals who are passionate about their work.”

The FCR support team is dedicated exclusively to Etsy support. They undergo “rigorous training and ongoing development to stay up-to-date,” and Etsy communicates with them daily. “When you’re talking to a phone supporter, you’re talking to Etsy.”

Reaction from Sellers
Overall, Etsy users were happy to hear they could talk to a human being when they had questions, though some were impatient for Etsy to offer an 800 number for buyers and sellers.

I sure hope an inbound line is soon,” wrote one seller. “I had a customer order an expensive item. Etsy emailed me that the sale did not go through 5 days later and cancelled it. The buyer called me the next day very upset and kept asking me why Etsy has no phone number. It was very awkward. I couldn’t even give her a reason that it was cancelled. I told her we never see payment info and that I could only guess that the credit card was declined.”

“I think since Etsy is now responsible for taking buyers money through direct checkout; they really need an 800 number for buyers,” wrote another.

How to Get Etsy Phone Support
To use the “Request a Phone Call” tool, sign in to your account and go to Etsy’s contact page. Then, choose your issue from the dropdown menu. Click the Request a Phone Call button to get to the request form.

Hours of operation are from 10 am to 10 pm ET, 7 days a week. “We will call you wherever you are in the world, but we can only offer phone support in English at this time,” its support page states. “We are working to provide support in other languages in 2015, so stay tuned!”

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Ina Steiner
Ina Steiner
Ina Steiner is co-founder and Editor of EcommerceBytes and has been reporting on ecommerce since 1999. She's a widely cited authority on marketplace selling and is author of "Turn eBay Data Into Dollars" (McGraw-Hill 2006). Her blog was featured in the book, "Blogging Heroes" (Wiley 2008). She is a member of the Online News Association (Sep 2005 - present) and Investigative Reporters and Editors (Mar 2006 - present). Follow her on Twitter at @ecommercebytes and send news tips to ina@ecommercebytes.com. See disclosure at EcommerceBytes.com/disclosure/.