Etsy App Message Response Issue

[AbeilleInteriorsShop]

Hi,

We responded to a client's message to us about one of our listings via the Etsy App. Today we noticed that our performance on responding to messages dropped from 100% (never below 100% since Star seller was introduced) to 92%. It is because the message response we gave via the App did not send or register. We have had other messages not go before also, how do we get the bug fixed and also our Star Seller rating re-instated for message responses?

Kerry-Ann

[JJewellerySuppliesUK]

Unfortunately Etsy won't make any adjustments to scores.  The criteria is very strict and automated so there are no exceptions we just have to work within it.

[AbeilleInteriorsShop]

Even though it is their fault?

[CraftyCornishMaids]

you need to click the reply button within the e-mail, not just reply to the e-mail

I would do it on a browser in future

[DTFTeaShirtShoppe]

We have had this same issue. You can look in messages and see that we replied immediatly via the app however on our response report it shows that we didn't respond at all. So frustrating because it dropped us from 100% to 94%

[ArtDollsbyJD]

It may be due to the changes Etsy has made to messages.  Was this a customer message or scam message?  If scam and Etsy has removed the account, you need to use a browser to place the message in spam.

If you noticed the message did not go through then use the browser to make another attempt.

Do you have your messages come to your email?  I use that as back up only. 

If enough sellers notice this then Etsy may work on fixing.

The app has always been buggy for sellers and that is one reason I never use it, 

[WitticismsRus]

Have you downloaded the messages csv to see which message it's saying didn't get a reply? If not then be sure to check that as it may be another message its counting. If you already checked then ignore this.

[TBQSC]

Have you checked the CSV file for your SS messaging to see exactly which messages messed up your percentage?  It may not be the message you think it is.  ALL messages must be responded to or sent to spam ... no matter if it is from another seller, buyer, or scammer.