Can't reply to message

[ZaraliaUk]

I'm unable to reply to a message to a potential costumer.

After i hit sent i get a black page.

Initially the message was in spam and after  i hit not spam, and the message went in inbox. But now i canno't reply as all  i get black page.

Not replying to messages will affect my star stellar so what should i do.?  Other than reporting as spam even is not spam i don't see a way out.

Thank you

[Amaradorn]

What did the message say? (Don't post the exact text - just give us an idea of what they wanted)

It's possible the message was from a scammer and their account has already been closed down by Etsy. You can put the message back in the spam folder.

[dippeldiundscribble · Accepted solution]

If you move a message from spam after 24 hours have passed, this will have a negative impact on your seller star rating. (Even though Etsy says it won’t). As you can reply to messages within the spam folder, you do not need to move them out of the folder.

Not being able to reply to a message is a red flag. Is the account from which you received the message still active? It is possible that Etsy has deactivated the account due to fraudulent activity. What was it about? Did they ask for your email / credit card details? Did they say they wanted to buy several items from your shop and asked you to click on a link? 

Mark the message as spam.

[ZaraliaUk]

Thank you for your reply. The message seems genuwine was just a customer asking about if a product will come gift wrapped. This was my first thought that the account is not active anymore but it is active.

But funny thing happened now after 1hour the message went trough.

I guess it was just a glitch.

Next time i will give it more time.

Thank you

[CraftHutCornwall]

I am experiencing this exact same problem.  I have had a previous message exchange with the customer a few months ago, but the new message went straight to spam. I have moved it to the in box and am waiting and hoping it will eventually (less than 24 hours) let me reply.

My guess would be that from a recent update I read that when a message is marked as spam it also blocks the customer, so it may just take a while to unblock.