Customer emails not reaching my actual email.

[KineticColorFoundry]

For some reason, messages from a customer (one who's order had arrived but was the wrong size, so we're working out a replacement)  are showing in my Etsy in box, but aren't being sent to my email.  Yet messages from a different customer (wants a custom item shipped to a country I don't currently ship to, working out if it would be possible to navigate that) are arriving just fine.  

Nothing in my spam box, just this one customer's messages are just. Not being sent out. At all.    I don't hover over Etsy, refreshing, I trust (possibly foolishly) that Etsy will actually email me all the things it says it will email me.  (Especially since the phone app appears to have just. stopped working. Again.)

Anyone else having this sort of weird issue?  If it were all customer emails, that would be one thing, but just the messages from one customer being not sent....  kinda sketchy, Etsy....

[WitticismsRus]

@KineticColorFoundry 

Just a random thought....is the one that isn't being sent to your email perhaps a Guest? I have had issues with guest checkout buyers and the etsy messaging system on numerous occasions. It's just unreliable in my experience. They often never show up, the forwarding from etsy to email provider doesn't work/ is broken or they sometimes show up as a jumbled mess of code instead of the actual message.

[KineticColorFoundry]

Nope, not a guest.   Good thought, tho.   

This is the first time that I've had this particular issue.  And that it only seems to be for that one customer is just super weird ontop of it all.

[WitticismsRus]

@KineticColorFoundry 

my only other thought is same as @ChristmasIsLove mentions. Check the spam folder. Sometimes they end up there for some unknown reason. 

[ChristmasIsLove]

Did you check your junk/spam folder? There might be something in the address that is causing your email provider to screen it out or even reject it. That's a possibility especially since you haven't had the issue before.

[KineticColorFoundry]

It's not in my spam folder. I did check. (I check that thing about 5x a day just because.) 

The other customer email came in after that one should have, no trouble.  Still nothing from the other, even with a reply in the thread. 

[PrimFun]

Mail servers have issues.  At times they don't work well with Etsy's.  Other times email servers change rules which may either halt or spam the message.

Frankly I only use email as an addition and always visit my shop to handle any messages a few times a day.  I just don't want to rely on email.

[AAANativeArts]

Unless you have specifically given a customer your email address, all correspondence will go to Convos. That is normal. You are discouraged from taking correspondence off Etsy. That voids all your seller protections. Etsy can see Convos if there is a dispute, but they cannot see your emails. Scammers often ask you to correspond by email specifically so Etsy won't know what is going on. That is a red flag when they do that. The only time I use email is if the customer isn't responding to convos and I need an answer to something by a certain date.

You should log in to your Etsy account at least once daily to check for messages and new orders.

[WitticismsRus]

@AAANativeArts 

It sounds like they are corresponding via etsy messages. I think OP is referring to how etsy messages forward to or at least send a notification of a new message (with the message included) to their email as well. It's an option etsy offers. I have mine turned off in this shop but my others shops all have new etsy messages sent/forwarded to my email so the message is in etsy messages as well as my email.

The option is under account information > email. There is an option there to select which notifications you wish to receive via email. The options are

"Email me when someone

• sends me a message
• I send a message
• someone follows me
• my listings are about to expire"

[NoFrogsAllowed]

I'm curious... Am I missing something?  I have never once checked my email for a customer message.  I don't see the point when I have to answer it through Etsy anyway.  Seems like a useless, unnecessary step.

[KineticColorFoundry]

I check my email far more than I reload Etsy's dashboard.  I honestly kinda hate the dashboard entirely and would like to spend as little time on it as possible.     My email is open pretty much all the time, and also pings my phone. Etsy's app rarely works and doesn't give me notifications.  Email is far more reliable and far less frustrating. 

[BagmakerSupply]

@KineticColorFoundry: This forum is full of issues with eMail notifications. Presuming that Etsy sent the eMail, there are lots of things that can go wrong between their eMail server and your eMail client. Sometimes these things affect all of your eMails, sometimes just a single eMail will fall into some internet black hole.

[KineticColorFoundry]

It was both emails from that one customer.  Everything else? Totally fine. Just that one customer's messages. That's the weird part. 

[PillowDetails]

I get only a fraction of emails from Etsy I'm supposed to be getting - including messages, transactions, transfers, my own purchases, etc.

I gave up years ago trying to find out why, and am sure to check my shop a few times a day.  Not reliable.

[boygirlboygirldesign]

I have been having trouble with this same issue for the last 2 or 3 weeks. I have signed up to get email messages when I get a convo. Also should get notifications for my deposits, emails from Etsy, etc. These last two weeks my notifications have been sporadic. Some message come through and some don't. Last week I got my notification that my funds were on their way. This week I did not get the message. Same with convos, transactions etc. I did not receive the email from Etsy about the p[policy changes (like everyone else.)

I spoke with Etsy and they said to change my email. It was probably yahoo's doing. I have been here since 2008 and never had an issue.

[SewWhatElseIsNew]

I'm having this same issue again after having it a few years back, it finally resolved after several months,  only to break again a few years later.  It's extremely frustrating because I track my sales, convos, deposits, etc with my email and to have nothing come through and no help from Etsy is ridiculous.  I can't even change my email address now because when I try to change it they "send" a confirmation email to that address which I never get and therefore never can update my email off Yahoo until the latest issue is resolved.  I'm so tired of the old "have you checked spam, or blocked email" etc.  That is not the issue and Etsy is literally the only company I have this issue with.

[botanicallampshades]

@SewWhatElseIsNew I can't depend on Etsy forwarding messages or sales to my email anymore either. This did not used to be the case in the past. I have to check my phone several times a day. And even the phone doesn't make the usual sounds like cha-ching anymore. 

[boygirlboygirldesign]

@SewWhatElseIsNew 

I am having the exact same scenario as you. I finally gave up on try to solve the issue.

[mommawhazelsquilts]

I wouldn't trust emails.  In this shop, maybe 2 out of 7 or 8 sales warrants an email.  

The rest show up in shop manager so that's what I depend on.

[BagmakerSupply]

@SewWhatElseIsNew: A quick search would show lots and lots of threads in this forum about issues with app and eMail notifications. Assuming that the eMail was sent, too many bad things can happen between Etsy's mail server and your eMail client. The consensus is that a seller needs to check their shop for messages and orders at least daily via a browser until these issues are resolved.