Customers can not recieve my messages!

[OliviaJewelleryShop]

Hi,

A few days ago we made a sale. After that, we gave some information to our buyer but there were no answers. A few days after purchase he sent a message and told us about his disappointment with our indifference but we had already sent our Info about the process. 

Today also we have the same issue with another buyer. 

The common point between the two customers is that they are guest buyers.

They think we are irrelevant because our messages did not reach them, and we may face bad comments because of this problem even though we give good service.

Solving this problem can avoid misunderstandings.

Thank you

[TinLizziAntiques · Accepted solution]

Guest buyers don't get messages through Etsy, but the message from you is sent to their email address. Tell your buyers to look for emails from Etsy. I am not sure what important information you are sending AFTER the sale. There is a place on the tracking page to send a message to buyers.

[BagmakerSupply]

@OliviaJewelleryShop: Etsy messages sent to a "guest" are supposed to be eMailed to them by Etsy. Presumably you sent your message from the order, so that thread should be attached to that order. Your can always point the buyer to the order so that they can see that you did contact them.

[RubyDogArt]

I always directly email "guests" because, in my experience, they don't see messages sent via Etsy.

[weekendjewelry1]

Me too - if I get an order from a Guest I send them a convo advising them when their order will ship, etc.  I note in the convo that I am also sending a message directly to their email address (which is on the order confirmation I get).  

Then I send an email with the same basic info, and "your items from Weekendjewelry1 on Etsy" or something like that in the subject line.  In the email I also  mention that I've sent them an Etsy convo, and again apologize for the duplication.  But that way I'm sure (okay pretty sure) that they've had a chance to see my note.  And I have frequently gotten a response - *in my email*.  It's worth trying anyway!