Conversations being marked as spam

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I'm having an issue with Etsy spam detection. I just realized today I have about a dozen real customer messages marked as spam by Etsy. The biggest problem is that this is happening mid conversation with customers. I've lost several custom order customers mid conversation because their messages are being marked spam. I'm not doing it accidentally myself. I have to login through my phone web browser to unmark them as spam

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thatregina
Community Manager
Community Manager

Re: Conversations being marked as spam

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Thank you for your reports, folks. Could you please write in to the Help Centre with details of the affected message threads? For example, the message URL (in the format etsy . com / messages / 0123456789, minus the spaces), or a previous order number, or the other member's profile URL. This information will assist our team in investigating. Thank you!

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ChillwolfArt
Conversation Maker

Re: Conversations being marked as spam

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Etsy has been (and is continuing to be) bombarded with scammers. I wonder if they are finding those accounts and deleting them. There was a new Seller who (I believe today), posted about being hit non-stop. So I wonder if a lot of this is what you're experiencing.

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Jenniespaintings
Inspiration Seeker

Re: Conversations being marked as spam

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Me too. Daily scanners and spammers here. Thinking about quitting with Etsy if they don’t find a resolution 

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swatchoclock
Conversation Maker

Re: Conversations being marked as spam

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This is very annoying indeed and it happens every so often but other than checking your spam daily there is nothing to do about it. Let's hope this is done in the name of improvement.

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Re: Conversations being marked as spam

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am currently being bombarded with 'click this link' and 'reply withHello' spam. Am reporting every one but nothing seems to be done about them

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Re: Conversations being marked as spam

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It does the same thing to me, even when I'm messaging registered Etsy users who have been selling on Etsy for years and have their own stores. Suddenly, when I want to reply, I don't even know he replied to me, I have to pull the message out of spam several times so we can continue the conversation. So this is a technical error on Etsy.

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Re: Conversations being marked as spam

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This happened to me several times a few months ago. Mid-conversation, no messages for a few days (I check spam daily), then suddenly several appeared in spam 2 and 3 days after they were sent! 

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Frapperie
Conversation Maker

Re: Conversations being marked as spam

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Happening to me too and also mid-conversation with serious buyers.  Can't figure out why these messages are appearing as spam.  If I hadn't come to the forums  yesterday to see this was happening, I wouldn't have checked my spam folder and would have missed out on a huge order. 
It happened again today.  Will be checking my spam folder religiously from now on.

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Re: Conversations being marked as spam

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This also just recently happened to me as well. Mid-conversation, and I only fortunately noticed that there was something in my spam folder. It is a legit customer who ended up placing a custom order. Etsy has not got this right yet, and so all we can do is keep checking the spam folder daily or several times per day until Etsy (hopefully) improves this. 

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Re: Conversations being marked as spam

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This happened to me too and when I got back to my 2 receivers it was too late unfortunately

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Re: Conversations being marked as spam

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we've been noticing this too and also not linking conversations to the order of the customer. Since our shop is more than 1 person through this we missed for example what I discussed with a customer (color change for personalisation or letting us know that a name is spelled incorrect for example). My husband than happens to complete that order and didn't see a thing of the conversation since it is is not linked to the order on PC, but it is on my app when we checked...We started double noting in the private notes offcourse now, but it took us some time to find this out and damage was done offcourse... I also stumbled upon an adress change and a custom request in the spam that only saw to late...

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Frapperie
Conversation Maker

Re: Conversations being marked as spam

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 @ModKenneth 
BUT we're reporting a different issue.
Some perfectly normal messages are being AUTOMATICALLY put in our spam folder by Etsy's spam filter and this is happening mid-conversation with active buyers.

I think we all understand that this will happen.  The filter will sometimes mark good messages as spam.  Sellers need to check their spam folder for these errors and of course be prudent when proceeding.

Not sure it's helpful though to mark a problem solved when the "help" isn't in the least bit applicable to the issue?

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thatregina
Community Manager
Community Manager

Re: Conversations being marked as spam

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Thank you for your reports, folks. Could you please write in to the Help Centre with details of the affected message threads? For example, the message URL (in the format etsy . com / messages / 0123456789, minus the spaces), or a previous order number, or the other member's profile URL. This information will assist our team in investigating. Thank you!

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Re: Conversations being marked as spam

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Thank you. I have written in.

(For anyone looking for how to get the email option for this issue, I found a way by going to the Help Center>Scams and suspicious messages>I still need help>Email us.  Then you have to reply to the auto message and hope it will eventually be seen by someone. Maybe there is a better way, but I don't know what it is.)

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HotBeams
Inspiration Seeker

Re: Conversations being marked as spam

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Why not just allow the spam folder to be seen on mobile at least? That way we as sellers would still see the spam message notification at least and we could then decide ourselves if it is fact spam or not. I have over 2300 sales on Etsy and not once have I had a legit spam message. They are all 100% of the time true customers trying to message me, however etsy puts them in my spam folder and I dont see it for half a day or so.

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Re: Conversations being marked as spam

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Can we opt out of the auto-spam folder? I think I can tell for myself what is spam.

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BluKatDesign
Conversation Maker

Re: Conversations being marked as spam

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Yes this happened to me also!

 

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MissPussinBoots
Conversation Maker

Re: Conversations being marked as spam

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I just found a message in spam from November 27th (facepalm)... I look at my spam folder daily and it wasn't there until today

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Re: Conversations being marked as spam

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same!

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Sassydoggs
Conversation Maker

Re: Conversations being marked as spam

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I rarely get messages so I rely on being notified by Etsy when I do receive a message.  I was sent a message a couple of weeks ago that was a question about a listing, and was asking about if the price was negotiable.  This question had been sitting in the spam folder with no notification from Etsy to alert me . Because it was about a higher priced item in my shop, I decided to follow through, and the potential buyer did buy the item.  It was the only higher priced item that I sold this year, and I almost missed the opportunity to sell it to an interested collector because I most likely would have not seen the message if someone in the forums had not warned other forum readers about checking our messages because of them going straight to spam.  I have been trying to remember to check messages daily since then, and have discovered other messages that are evidently being sent to spam.  The messages are legitimate questions.  In the case of my potential buyer, his acceptance of my counter offer was also in spam, so I almost missed it.

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RueDeLouvain
Conversation Maker

Re: Conversations being marked as spam

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Four days ago I received a message with a question from a totally legitimate potential customer. I replied, she replied back...I needed to reply back once again but could not until a day later, when I would have gathered the needed information. When I wanted to message her again with this information, the whole thread was moved to spam! Very strange.

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Re: Conversations being marked as spam

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I have missed numerous sales due to this. Some were new inquiries and some were in the middle of our conversations. It is infuriating!

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Re: Conversations being marked as spam

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Still happening today, even worse than before, many lost clients because of this issue. The best solution is to enable the spam folder in the mobile app. Not all buyers open etsy in a web browser.

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