Has anyone else not received all help requests? I was not notified of two recently!

[InfiniTokens]

In the past few weeks I have had two Help Requests from customers that I never received notification for, and they were never unread in my inbox (I never saw them until the customers opened a case). I have received notifications for all other orders and all other help requests, but not those two). I constantly check my email and check my Etsy inbox and filter for unread messages. I never got them. 

Since I did not know about the requests I could not answer, and both customers (rightly) asked for a refund which Etsy gave them. But the customers are very unhappy with me, AND I was forced to refund for an issue I was never given an opportunity to solve.

I normally receive email notifications about communications and help requests, but with these two orders, I did not receive anything and I never got the message in my Etsy inbox. 

This is extremely upsetting because the customers are very unhappy, one of them left a one-star review telling people not to bother with my products because I never answered their request. This can't happen again! And I need Etsy to fix this and let the customers know it was not my fault, so that the customers do not think that is how I run my business and warn people away from me.

Has anyone else had this happen? 

[BagmakerSupply]

@InfiniTokens: Unfortunately this forum is full of reports of missing eMail notifications. Presuming that the eMail was sent, many bad things can happen after the eMail has left Etsy's eMail server. Your eMail provider or Internet Service Provider or even a relaying server could be blocking the eMail in error and it never even makes it to your eMail client much less your SPAM or junk folder.

If you are not receiving any Etsy eMails, you may want to check that your eMail address is still confirmed. You can do that it your Account Settings.

Again presuming that the eMail was sent and depending on where in the process the eMail was blocked and who your eMail provider is, sometimes whitelisting the sending domain can help.

As an aside, are you aware that 'Shop-Specific Gift Certificates are not permitted on Etsy.' https://www.etsy.com/legal/gift-cards/#shop-cards

[InfiniTokens]

I do receive Etsy emails, and I even receive notifications of help requests. But for three (I forgot there was one more) of my orders I only received the "You got an order" and "X has opened a case." I never received a notification that the customer had sent a help request. I have received help requests for other orders.

It was only a few orders at random, not all, which makes me worry that it will happen at random again. 

[CraftyCornishMaids]

@InfiniTokens 

Email is a third party link between you and etsy

things can go wrong at any time

your  e-mail provider can decide to block any e-mail at any time, for any reason,

and it can just not get through for any number of technical reasons,

Expect it to happen again

always log in at least once a day, directly to etsy

do not rely on your e-mail provider

[InfiniTokens]

The problem was on two fronts, and has only happened the last few weeks (but three times). 

1. I have received all other notifications for those orders except the help requests, and all of the help requests for other orders.

2. It was not in my Etsy inbox or unread messages. I check those daily and do NOT rely only on email. I am upset because I received neither notifications, both email and on Etsy.

And now I have very upset customers warning people away from ordering from me, even though I always check all notifications, both email and on Etsy itself (I rely more on Etsy itself, the email is just bonus).