Help Request Message Not Showing

[SimplyInvitingLLC]

A customer messaged me through Help Request as they cannot see their shipping confirmation/details in their Purchases. When I went to reply to the message, the screen was empty, the original message was gone and all I have is a plain text box to reply to. I can only see their message in my email & phone notifications and my inbox preview. Just giving a heads up in case anyone else is experiencing this, hopefully a temp glitch or they are making web changes again. I replied to it as my temp reply wasn't set up, so I hope it doesn't affect my SS, we'll see.

[ArtDollsbyJD]

You may want to let Etsy know in case this is a glitch.

I had no problem with two recent Help messages which showed correctly.  I do not use phone or tablet,  I use a PC.

[SimplyInvitingLLC]

I'm primarily on my PC too and tried the whole browser switch, etc... so it's definitely on their end. I just got off chat, they're sending it to the technical people as they couldn't figure it out quickly.

[audreytherese]

Is the customer's account still active, if you check it through the order? While it may be a glitch, it could be that if Etsy found fraudulent activity they closed the account, as that's the only time I've seen messages disappear. 

[SimplyInvitingLLC]

No, the account is still active, we had another thread going when she placed her order, that's still there. It's most likely a glitch.