Disappared Messages

[CozyArtisanBoutique]

Yesterday, a customer contacted me and asked a couple of questions about one of my listings. I tried to reply to him using the Seller app on my Android device. There was a temporary internet connection issue when I pushed the send button. The connection was reestablished in 10 seconds, and the message was sent. Last night, when I checked my messages, neither the customer’s message nor my reply was there. I contacted Etsy support, but there was no satisfactory explanation other than the user might have closed his account. I need to contact the customer because the messages were about a large order.

Besides, at the end of the chat (to provide you with prompt assistance and to ensure the security of your account), the customer support agent asked me

• The last four digits of the active bank account number associated with my payment account
• The last four digits of an active billing card on
• The last four digits of your taxpayer/VAT ID

Is this this normal? I would not expect such questions from a customer service agent because my bank keeps warning me their employees do not ask such questions.

[ArtDollsbyJD · Accepted solution]

Did you check the browser version?  The app can be funky and interruptions can mean missed messages which is not Etsy's fault.

If the message disappeared entirely then it might be the person was messaging many sellers which is a signal to Etsy that it is a spammer.  The message is then removed by Etsy.

As to the questions you were asked.  That is now normal.  They want assurance that you are the owner of the shop.

[CozyArtisanBoutique]

Yes, I also checked on several browsers with a clean history, still no change. May be Etsy removed the messages as you mentioned. 

[artbyjocelyn]

I bet it was a scammer and Etsy deleted the account.