Suspended - please help

[kittyamnezia]

So this evening, whilst in the middle of settling my newborn twins down to bed - I discovered Etsy had suspended my account. Done by an admin in an open case.
Long story short - customer unhappy with my shipping service to return their item. Didn’t want to use my courier - they sourced their own courier, booked it in for collection (no date given yet, as they are always unavailable) but told me they would let me know when they had arranged with the courier to have our item collected and returned to me. This was Friday night, I responded.
Shortly after an admin asked for details on how I would refund the customer for their shipping costs. At this point I had gone home, now Sunday night (we’re closed at the weekend) and the admin has suspended me for not responding to the case.
Chances of getting my account back???
Severity - newborn twins, 600k turnover, 5 employees and currently buying a house as we were evicted last month.
Worst timing ever :( :(
Customer service said i need to wait.
I’ve refunded the lady and she still has the item and £700 of my money too. No open cases. 4.5 star rating on the shop. 3000+ sales. 300+ reviews.

I’m literally losing my mind. I’ve set up a Shopify, hoping that I can pull some sales in but..... I’m crying my eyes out.
Not a stealth account, all legitimate. I’m terrified.

[yangleizxm]

so after this you will know: not put all egs in one basket. don't stop open stealth accounts.

[agent006140]

If it is so that you did not respond on a Sunday,call them ,it does not seem fair to suspend you for not responding to shipping refund?
Have you received the item back?
is there other reason involved?

[kittyamnezia]

Originally Posted by agent006140

If it is so that you did not respond on a Sunday,call them ,it does not seem fair to suspend you for not responding to shipping refund?
Have you received the item back?
is there other reason involved?

I’ve called three times and they say I have to wait for an email. But this was 2 days ago. Nothing else involved at all. The admin suspended me on the case when it was open. Wrote “As the seller is yet to resolve the case, I have suspended their account”. This was Sunday night and the last update was Friday night from the buyer uploading tracking information of their product and saying they are just organising with the courier when it will come back to us.
I couldn’t do anything :(

[ISeeYou]

its possible to reopen it. needs some time and effort thoug

[lukas1001]

I would not worry too much about this. I had this once as well. They reactivated my shop when I resolved the case. Anyway I think you will be alright

[kittyamnezia]

Originally Posted by lukas1001

I would not worry too much about this. I had this once as well. They reactivated my shop when I resolved the case. Anyway I think you will be alright

Do you know how long it took? I’ve been sitting waiting for an email for over 48 hours now

[drBoB]

Originally Posted by kittyamnezia

Do you know how long it took? I’ve been sitting waiting for an email for over 48 hours now

any update?

[agent006140]

Etsy customer service is not that great,you just have to be patient.