I responded to a message quickly (screenshot evidence) yet Etsy is saying I didnt and penalising

[BlossomOnBlooms]

Hi,

A customer purchased and item 8th October.  They within hrs sent a help request, I clicked on it and they were  saying they had the wrong address.  I responded straight away within the help request, saying no problem I'll fix the address.

The next day 9 October I received notification there was a message from the customer through the normal message system.  I'm not sure if it was the delayed help request coming through or an alert from Etsy about response.  Either way, there was no indication there was a message in that message system prior.  I responded quickly and said I had got her original help request and responded but somehow it must not have been visible to her.  I also said all was fine, I had already posted her parcel with the corrected address.  She was happy.

All was well until I noticed my stats had suddenly plummetted.  I always have 100% message response stats.  So I downloaded the spreadsheet to see how on earth this could be as I know I respond to everyone more or less straight away.

The spreadsheet shows 'no' for this order being responded to within 24hrs.  I knew that was wrong so had a look at the order and clicked around the order and sure enough I can find my response message clearly showing that I responded on the 8th October.

There is a glitch, somehow my message to the buyer within the help request not only was not able to be seen by the buyer (without me knowing that), something within Etsy itself is not recognising that I sent that message and is allowing the non-recognition to affect my customer service stats.  

I have attempted multiple times to have this resolved through the chat, but to no avail.  They told me to message on here.  

I really would like this fixed as currently I'm being penalised by the system saying the message I sent doesn't exist, yet it is there in black and white in the screenshot.

I can't find a way to attach screenshots.  I have one that I've gotten from Etsy that shows I clearly responded on 8th October, yet Etsy isn't recognising.

Please let me know how to proceed.

Many thanks, 

Karen.

[CryzalisMasksUK]

There is nothing that can be done for you here in the forum, there are only other sellers here. We try our best to assist other sellers, but we do not work for Etsy and are not their tech team or customer service so not sure why they keep insisting that we can assist with such issues.

All you can try and do is try and send the screenshot to their email via the dashboard and keep replying to the same email until someone actually takes the time to look at it for you,

[BlossomOnBlooms]

You've got to be kidding me!! The person from Etsy in the chat said that this was the official etsy tech help section even though I questioned it repeatedly including why when I have messaged the issue 5 times and during which the conversation with them, they said they were consulting with the tech department.  I thought this was just a user forum but they kept saying no this is where to post to get  a tech problem fixed by the Etsy staff.  I even questioned how they would let me know it was fixed and they said they would email me.  This really sucks.

[CraftyCornishMaids]

so had a look at the order and clicked around the order and sure enough I can find my response message clearly showing

you have to reply to messages, in the message section,

contact through the orders, do not count

go to messages, if you don't see the reply, in the message section, you didn't reply there, you contacted them through the order

[BlossomOnBlooms]

That's not true.  Messaging through the order can make the messages you send through there land in your proper message section, I've just proved it today.  Someone placed a 2nd order and within that 2nd order, they wrote me a message.  It didn't show up in my proper messages section, I checked.  So I responded to their message in the order through the order, and my response is now showing in the proper message section, however not her original message to me with the order.  So, why does this message show up, and not the one that was in the help request?

[BlossomOnBlooms]

Actually, now I've completed the order I was talking about that arrived today where someone made a 2nd order and messaged in the order, I've checked back in the proper messages section and the message I sent is no longer there!  It was definitely there prior to completing the order because I specifically checked.  Now my message I sent her is only showing in the order section.  This is so so glitchy!!  Why do they have a messages section in the order if that doesn't operate.  It just sets sellers up to fail their customer service stats.    Now I don't trust that she has received my response, so I'll have to open a message in the proper message section so I can response to her, even though there is now precisely nothing showing from her there.  It's nuts.

[BlossomOnBlooms]

This message I have received today (not the message related to the original OP problem) is not showing at all in my proper messages section.  It's only in the order, which is where I responded to it.  It's never showed  in my messages section, though my response was showing there prior to completing the order.  That has now disappeared.  How on earth do I respond to it in that section when there is no message to respond to.  

I'm really worried about this because if they say I haven't responded to this one as well there's my star seller status gone.  

This really sucks.