Glitch in Etsy messaging system

[MosquitoMakers]

I received an order with a message attached from buyer.  They wanted to know if I sold part of my item separately.  I responded to the customer, but never heard back.  It was time to ship, so I just included the freebies she wanted.

Today, upon checking my Star Seller Stats, I noticed a drop in message response percentage.  I downloaded the CSV file to determine which message I missed.  It was the order in question.  I jumped onto Etsy Help and spoke to a representative.  She asked for screenshots which I provided.  The agent said the message came from the customer.  Confused, I'm like what?   Upon double checking, it DOES appear that my written message to the customer came from the customer.  

I can tell by the guest logo and customer name, but it's actually MY message.  Apparently tech support is supposed to get back to me.  Anyone else run into such a scenario?

[BagmakerSupply]

@MosquitoMakers: "I received an order with a message attached from buyer." Did you receive an actual message or are you referring to the 'Note From Buyer' section on the order?

[MosquitoMakers]

It was in the “Note from buyer”. 

[Adorabilities]

Those in-order messages (notes to seller) should not count for Star Seller. If you responded to a note to seller, it will start a new thread, from your end. But that also would not count against you for Star Seller. 

[MosquitoMakers]

It started a new thread in messages, however my message appeared to be written from that buyer, not me.

[BagmakerSupply]

@MosquitoMakers: Is it possible that the buyer send you both a "Note To Seller" and an Etsy message? Use the link in the CSV file to look at the actual message thread and verify who initiated it.

[MosquitoMakers]

I checked the CSV file and it shows one message from the buyer.  Says “”no” in reply column.

[BagmakerSupply]

@MosquitoMakers: Have you looked at the actual message thread using the link in the CSV file?

[MosquitoMakers]

Yes, I followed the link and it took me to the messages.  The first message was written by me, but appears to be written by customer.  The second message is also me following up.  Yesterday my photo appeared next to the second message.  Today my photo doesn't appear.  Maybe they are working on the problem.

[PinkCoyoteJewelry]

Interesting, but did you speak to an Etsy rep via telephone? Curious.

[MosquitoMakers]

I spoke with somebody on Etsy chat support.  The phone option wasn’t available but I’ll try that if I don’t hear from tech support.

[MysticalShadowWolf]

This also just happened to me. I sent a message to a shop I purchased from and it showed up in my email as a request for help from me to me. I can't get on Etsy chat at the moment. 

[TonsOfPaper · Accepted solution]

Hello there,

Kindly know that our engineering team is currently investigating an issue where the message sent by the sellers are shown as buyer guest message. At this time, we do not have a timeline for when this issue will be resolved but please know that we prioritize issues based on the impact to our members.

Thank you very much!

[MosquitoMakers]

I've been working on this since June 2, and now at 94% message response rate.  I will not get the Star Seller Badge because of the glitch.  Etsy apologizes but no estimate on when it will be fixed.  Can someone please message my shop directly?  I'd appreciate it.

[ChillwolfArt]

@MosquitoMakers   I'll Message you.

[MosquitoMakers]

Still at 94%.  Was told by agent today I needed one more message response on time.  Nothing has changed or updated.  I'm frustrated beyond words as I work hard for the Star Seller Badge by responding quickly to messages.

[BagmakerSupply]

@MosquitoMakers:  A new incoming thread is not counted until after the 24 hour reply window has passed, regardless of when you actually replied.