Having problems sending messages to customer on their order

[JHPEngraving]

I received a 2nd order from a customer. The first order was weeks ago. I sent the customer a message but it is NOT showing up on the new order. After searching a bit, I found that the new messages are going on her OLD order(fulfilled and closed).

Why is this happening as it is NOT happening on my other orders? I do not know if the customer is receiving the new messages on her new order and I do not know if this will affect my response rate(Star Seller) since it is not showing up on the new order.

[Suniq]

That's a new problem with repeat customers, the messages go to the old message.

[ChillwolfArt]

@Suniq   @JHPEngraving   Yes; and whether it's a glitch or working as intended, it sounds like a mess.

[LuciBelleCrystals]

This is also happening to my recent order. Hopefully this will not affect the Star Seller rating by not replying..?? I sent a message 3 times before I realised it had gone to the first order..!! 

[JHPEngraving]

I have also noticed that when the previous customer replies to a new order message, the message orange dot that is usually visible on the dashboard near the word order, doesn't show up anymore. I guess it goes to the old order too. Not sure how I would know the customer replied to one of my messages.

[BagmakerSupply]

I wonder who at Etsy decided that all this extra work and angst was better than just reminding sellers that they have to reply to all new messages including multiple messages from the same customer. Would not a popup on the messages page when a convo was unanswered after 24 hours have done it? Maybe this is an "improvement' for sellers with minimal repeat customers, but for us this is turning into a logistics nightmare.

[MaisieMooDesign]

Is this change here to to stay?  I have customers with upwards of 20 transactions, with messages pertaining to each order... now they are all lumped together with the first order!!!?  This is not how emails or messages work?  I am not sure how I am going even begin thinking about how to work around this new 'improvement'?  Please tell me it is just a test.