Etsy Update: Messaging Customers

[SunkissedPartyCo]

ETSY has updated their customer messaging to automatically message them when their order has been placed, shipped, etc. (as if I sent it). Customers are now messaging me "thank you". I have enough messages to go through on a daily basis, I DO NOT need customers to keep messaging me when everything is fine. Just message them on your own behalf, but NOT in our message threads. I have 100+ messages, finally get down to 15 and 30 more pop up that are USELESS. Get rid of this now. This may not be a technical issue but it should be. 

This is absolutely HORRIBLE. Update customers via email, don't send them a message from me. This opens more cans of worms and more work on sellers.

[Adorabilities]

Ugh, I don't want those messages (other than the original order confirmation) coming directly from me.
Are the "thank you" messages from your customers considered first contact, meaning you need to reply to them to keep star seller status?

[SunkissedPartyCo]

No, we've already conversed and I received their customization info I needed to fulfill the order. Therefore we don't need to speak anymore

[Adorabilities]

@SunkissedPartyCo 

That's good that you don't need to reply. Most of us don't have any contact with the buyer before they place the order. Hopefully the order confirmation is the first contact, so any message we receive from them doesn't necessarily need a reply (for star seller purposes.)

[HazelsSewingSupplies]

When did this start?  I haven't had any of my customers sending me "thank you" messages.

Etsy has always sent a notification to buyers when they make a purchase and when it's shipped.

What's different now?

@Adorabilities  I would assume they would be a first message, although if it looks like it is coming from the seller....who knows?

[SunkissedPartyCo]

No, we've already conversed and I received their customization info I needed to fulfill the order. Therefore we don't need to speak anymore.

This is a new feature that just popped up a few days ago. It's a little icon/link within the message thread with a photo and link notifying them their order is confirmed, then they send another once it ships

[NanaLetha]

Must be a test because I sold something yesterday and that did not happen.

[CatsWhiskersCurios]

Etsy has always sent a message to buyers when they order and on dispatch (both of which we have always been able to personalise). So not sure there’s anything new here?

[Adorabilities]

They said in a recent email that those messages were going to be worked in to our current messaging system. I'll try to find the text.

[SunkissedPartyCo]

Etsy has never sent a message on my behalf to a customer. They email customers confirmations and order updates + it's on their account. Not within a private message.

[Adorabilities]

This is something new that they actually talked about somewhere... I just can't find where I saw it.

[SunkissedPartyCo]

@Adorabilities - you're kidding.. 

This opens a whole can of worms with customers / sending it to them within our messages we've already "closed out". 

Now I have even more messages to go through since a lot of customers will respond to it.

[TBQSC]

@SunkissedPartyCo -- On your dashboard, go to setting, info & appearance ... there has always been a "Message To Buyers" textbox that says "We include this message on receipt pages and in the email buyers receive when they purchase from your shop."  Do you have that box filled with anything?  If not, perhaps Etsy is sending your buyers something different on your behalf?  

"Therefore we don't need to speak anymore" ... be sure to watch those messages ... it is possible there may be NEW messages that need a response to, either via manual or auto reply, in order to attain/maintain your Star Seller.

[Adorabilities]

OK, I found it. It's in the "What's new" article in the Seller Handbook.

"Messages post-purchase updates make it easier to keep buyers informed after they’ve purchased, with automated order confirmations, shipment, and delivery notifications built right into Messages. That way, your customers stay in the loop, and you get more time back in your day."

The email was titled "Running your shop just got easier" and was sent out on Sept. 15.

[Adorabilities]

How would that give us more time in our day? Those message are already being sent, and we don't even have to see them. This is less time!

[LythaStudios]

I sell supplies and I have a LOT of repeat buyers.  My Inbox is pretty much useless now with old messages from previous buyers being bumped to the top when they place an order, when their order is delivered, etc.    I can easily see missing real messages with this new "feature" - it is going to hurt customer service, not help it.