Etsy Messaging August 7 2022

[CASTOUTNOW]

Greetings, Im all caught up on my replies and still getting notifications on a question I have already answered. This also happened  a few months ago I got dinged on questions I already answered I have never waited 24 hrs to reply to a buyer now I’m at 78% due to a glitch in the messaging system has anyone been dealing with this issue?

Thanks 

[riverofbeautydesigns]

You can download your message stats and see exactly where the problem is. It may not be what you think. If you failed to mark a spam message as spam, if you didn't reply to a message from a seller, that could be the problem. 

[CASTOUTNOW]

Thank you you I appreciate your reply 

[BootifulLabels · Accepted solution]

Have you received any duplicate messages from buyers and if so did you respond to every one of them?  You must reply to ALL messages within 24 hrs, and that means EVERY message, whether it is from a buyer or another seller, whether it is a duplicate of a message you already responded to, or whether it is a spam message.  For duplicates, I recommend making a snippet that says "Already answered in your previous message" and it only takes 3 clicks to send the snippet in response to the unnecessary duplicates.  If it is a thank you message from another seller about a purchase you made, make a snippet that says, "Thanks" and use that, and if it is an unsolicited marketing message mark it as spam.  Do all of these things within 24 hrs and the message won't count against you.

[CASTOUTNOW]

Thank you they were duplicatemessages

[CarpetCollectionAU]

@CASTOUTNOW Two possibilities. Sometimes responding from the APP is problematic. I always use my Laptop PC to reply to messages

 If you have to use a phone, make sure to log in to your Shop via a Browser

Secondly, messages are now combining into one Thread. I have found that I often have to go back to older threads to actually see a message the same person has recently sent today.

The CSV report on the SSP Page will give you the information you need about Messages you have not responded to.

It used to be possible to mark messages as "Spam" after the original 24 hours and they would be removed from the metric calculation. I have read recent reports of Etsy removing / limiting the ability to "Mark as Spam" retrospectively, but have not any evidence to confirm this is true. Perhaps someone who has marked a Message as "Spam" after 48/72 hours recently could advise if these were removed from the Metric calculation this Month?

[CASTOUTNOW]

Thank you you I appreciate your reply