Gift Messages Missing

[SincerelyMeGift]

Hello, we have recently come across an issue where gift messages have been falling off of orders after customers have placed them. It's more than just a simple customer error as we have had 50+ orders at this point (probably more that have gone unnoticed) with buyers confirming that they submitted a message and it was not received on our end. 

I reported the issue to Etsy and they attributed it to an outdated version of the Etsy app, but the volume of orders affected by it does not seem to support that. 

We're very concerned the customer experience is suffering for who count on this feature when they place orders with us.

Is anyone else experiencing this issue? We'd like to be able to escalate the issue to the Etsy support team with more shops that have been affected and get things back to normal! 

[ChillwolfArt]

Giving you a Bump to see if others are experiencing the same.

ETA:  In your Shop Dashboard, did you try the Chat option?  Just in case you haven't, it's a little icon located at the bottom Right when you are in your Dashboard.  I really hope someone can help you.

[SincerelyMeGift]

Thank you! Yes I chatted with an agent about the issue and they think it's limited to an outdated app being used by these customers but it's SO many so I feel like it's more than that. 

[MischiefWarren]

Exactly the same issue happening at my end. It used to be one or two but I've had dozens lately. Customers say they definitely entered the text but its not coming through to me. I've flagged it in "bugs" too so hopefully someone from Etsy will pick it up. Fingers crossed!

[theferriswheels]

We are having the same problem.  I know of many in which the customer contacted us.  There are probably many more I don't know about.  This is a new issue in the last few days.

[SincerelyMeGift]

Hello again! See below in the last post, it looks like Etsy is finally looking into this! Thanks for your help getting them to take notice.

[WaypostPaper]

We are having the same issue - I've used the chat feature to report it a few times now. About 70% of our orders are gifts and the gift message is incorporated into the product in a meaningful way, so I've had several upset buyers reach out about their message being omitted. 

[SincerelyMeGift]

Exact same thing for us! The gift message is something we print as a matching piece of the gift so I can relate! 

Thank you for reporting the issue as well. Hopefully we will get Etsy to notice this soon as it's definitely affecting the customer experience!

[FireWoodCreations]

We are also having the same experience.  Many of our items are sent as gifts.  Very bad customer experience!

[HappyMooseGardenArt]

This is happening in my shop as well, and the customers aren't happy when a note they included isn't being sent (working with one customer on this right now).  I sell pet memorials, so basically I get gift notes for almost every order.  Hope this is fixed soon.

[FramedbyJulieJ]

This issue happened to me today too. Sometimes buyers just mark the item as a gift, but looking at their user name and delivery name, you can usually see that the've just clicked the "it's a gift" box as they intend to gift it, they aren't actually sending to the recipient... but today I had an order that had "it's a gift", but the user name and delivery name was completely different, so I reached out to ask if they wanted me to add a message and the buyer was certain she had done so when ordering. It's frustrating as it reflects badly on my shop and I'm paranoid now for other orders i may have missed. Customers don't always respond quickly to messages either... hoping it will be fixed soon. 

[SincerelyMeGift]

So far no luck from Etsy Julie. They have told me it's only an issue with outdated versions of the app. Very frustrating but I am still trying to escalate with the rep I was talking to and haven't heard back from him yet. 

Thank you for reporting it too! I'll keep you all posted if I find out anything else.

[SincerelyMeGift]

Hi Julie — See my last post below, it looks like Etsy is finally looking into this! Thanks for your help getting them to take notice.

[SincerelyMeGift]

Thank you all for reporting these. I am in communication with Etsy help again on this and your posts help a lot to know that this is truly a widespread issue. If anyone else is having issues with this, please post below. 

We are hoping to gain enough attention in this forum that Etsy will be able to see it's a problem that needs to be addressed.

Thank you!

[FramedbyJulieJ]

SincerelyMeGift - have you had any joy with this issue? It happened to me again this morning. I contacted Etsy via email and got back a reply giving me a step buy step way of how buyers can add a gift message... arrhhh, yes I know how they are supposed to be able to do it! but it's not working for them!

[WaggyPawChimes]

I am having the same problem.  Very frustrating. 

[SincerelyMeGift]

So far no luck from Etsy. They have told me it's only an issue with outdated versions of the app. Very frustrating but I am still trying to escalate with the rep I was talking to and haven't heard back from him yet. 

Thank you for reporting it too! I'll keep you all posted if I find out anything else!

[FramedbyJulieJ]

Thank you. I reiterated it again to the person I was in contact with at Etsy, let's hope they can see and fix the issue soon. 

[GetWhiskedAway]

I’m also having the same issue.

I just had a message from an unhappy customer as her friend had no idea who sent her a box of cookies as the gift message had not been included.  
The customer confirmed she typed the message on the order but I can’t see it.

I have several more orders that are marked as gifts but with no message so having to contact each buyer in the hope they reply!

not really sure what to do as it is looking bad on me.

I will also try and report to Etsy.

[SincerelyMeGift]

Thank you for reporting! The more of us that report the issue the better off our chances are of them noticing. I will keep you all updated when I hear anything back from Etsy as I have escalated my case with them. 

[SincerelyMeGift]

Hi Whisked Away -- See below, it looks like Etsy is finally looking into this! Thanks for your help getting them to take notice.

[TreasuresBabyBundles]

I have been having the same problem, too.  Since most all of my buyers are selecting something as a gift, this is a huge issue.  If I don't see that the customer included a message, I always reach out to them to ask if they would like one included.  And all of the ones who respond are saying they included one at checkout.  I would imagine the only way it could have anything to do with an outdated app is if that is occurring on the buyer's end, as I don't even use the Etsy app.  I think I will make a note on my listings to hopefully alert buyers to the issue.

[SincerelyMeGift]

Thank you so much! Have you also reported to Etsy? I feel like the more shops that report, the better off we may be at getting the attention we need to have the problem solved. 

Thank you again! 

[completelywiredjewel]

I'm also having the issue with a few orders that I know about.  One customer even mentioned it in their review so now it appears that my shop is negligent (even though I showed him that a gift note did not appear, it wasn't removed).  If this is an app issue, then they shouldn't even be able to LEAVE a gift note if it won't come through on the order.  

[SincerelyMeGift]

Totally agree! Have you also reported the issue to Etsy as well? I'm hoping if we all report the issue, they make notice! 

I've escalated my issue with Etsy and hoping to hear back from tech support today. Fingers crossed!