Help: Muted for Autoresponder?

[SplendidMoment]

I have no idea why my Etsy Messages are muted.

I am not sending out multiple messages in a short period of time, my auto responder also isn't responding that quickly because customer messages were spread out today. Is this a bug?

I am not a new seller, and have done a lot of sales with no issues, working with customers only when they have questions.

If anyone here can escalate this issue internally, please help. 

[Amaradorn]

No idea but I have seen other threads mentioning being muted and they are adamant they were not spamming. Perhaps it's a bug. Try bumping on Monday but it's unlikely you will get it escalated - sadly there are shops here that have been hacked and they are not getting timely support either.

[PearlyPaperDesign]

Same thing for me - I've contacted Etsy 3 times in the last 12+ hours and getting no help. They suspended messages so I can't answer any customers (auto-response has been turned off) and removed the Star Seller badge. I've already had to refund a purchase as I couldn't answer the customer.

[3LittlePixiesShoppe]

Actually I see my start seller is gone too and I have had it since it’s inception. It’s strange all three of us were muted and the similarity seems to be auto responder which is their own suggestion. We are also three very busy/successful shops so it’s not like we don’t know the rules. 

[AnnaleasFinest]

@PearlyPaperDesign 

are you not able to send them an email...?

Buyers emails are being forwarded to us. Click the little arrow beside their user name!

[audreytherese]

@PearlyPaperDesign You have the direct email address of any customer that has made a purchase in your orders. 

[3LittlePixiesShoppe]

Did you ever get an answer to this? I’ve been able to message all day. Went to respond to a customer around 5 and got the pop up messages suspended. We do have an auto responder on due to star seller but we maybe get a handful of messages a day. Nothing that would seem like spam to the system. I also don’t reach out to anyone unsolicited for promotions etc. so I don’t see another reason in the FAQs they link that would have me muted? And my shop is still online and getting sales….

[PearlyPaperDesign]

Hi,

No answers! I've been in contact with support so many times that I've lost count. None of my tickets are showing under "My help requests" either and I'm not receiving any emails after a ticket has been created. My Star Seller badge was also removed. I've been told that this has been escalated since Saturday. My shop is still online and getting sales also. I've started answering customers directly to their emails.

[3LittlePixiesShoppe]

It's so strange because you'd think there'd be SOME communication from them (although I guess after ten years I should know better)

[PearlyPaperDesign]

@AnnaleasFinest

I'm responding to customers directly to their email - though a few don't have updated emails. Even if I respond via email, they're still set as not responded in Etsy messages, almost 2 days now and I have a few help requests that should be answered within a certain time frame.

[3LittlePixiesShoppe]

It definitely causes a big problem for busy shops and I don't like how it's done with no communication and then I'm left trying to hunt down what's wrong for days/weeks

[3LittlePixiesShoppe]

Also did you turn off your autoresponse or did they? Mine is still on but I'm afraid to make any changes to it for fear I can't restart it

[RDDigitalPrintStudio]

We're you able to fix the issue?

[PearlyPaperDesign]

The no communication is a huge issue, very frustrating! I have auto-response on the weekends but I turned it off on Saturday when I noticed it wasn't working. Maybe that's the issue - somehow some shops using auto-response have gotten flagged. Is your auto-response still working?

[3LittlePixiesShoppe]

Yes mine is still on. I set it for the max five days on Friday which I always do. I have mine set up as like an FAQ and state our hours answers to frequently asked questions and that questions not covered will be responded to in 48 hours. Are you able to enable yours if you wanted to or no?

[3LittlePixiesShoppe]

@RDDigitalPrintStudio  no I haven't heard anything and based on past experience don't expect to for days if at all. Are you having the same issue? 

[RDDigitalPrintStudio]

Yes since Saturday, I hope it gets resolved soon as it involves messaging. I had my autoresponder on first then after 6 hours I am suppose to answer a customer but I got the bummer message. then I just turned off the autoresponder thinking it is the culprit. 

[PearlyPaperDesign]

@3LittlePixiesShoppe

I haven't tried enabling the auto-reply again, as it wasn't working. It does sound like that was the cause of the issue though 

[3LittlePixiesShoppe]

The original OP still shows her star seller badges. @SplendidMoment  have you happened to have heard back on this at all?

[PearlyPaperDesign]

@audreytherese

I know and I'm emailing them - some bounce and I've only received a response from one, so not sure if they're reading them. I have about 5 Help Requests, so I'm just hoping none of them open a case. This effects the Star Seller and response rate though

[FabioMcMustache · Accepted solution]

Hello!

We appreciate everyone's feedback, and since OP's issue has already been addressed by our support team, I'll go ahead and close this thread to prevent it from going off-topic.

As for @PearlyPaperDesign, your messages have also been successfully reinstated. 

Thank you!