Message Response Timer Not Working in the App

[CreeksideCraftwork]

I had a full conversation with a first-time buyer today while I was out and about, and throughout the whole thing the banner at the top of the screen that tells me to respond quickly never went away (although the green "good job" message did pop in briefly after my initial reply). Then, when I got home to my laptop, the same "message from a new customer" banner was at the top of the screen above the same message thread. It happens that I needed to send her a follow-up message, and when I did, I got the green "good job" popup, and now my messaging screen looks normal.

Is there some reason why message responses are not being timed & recorded properly in the Android app?

[BagmakerSupply]

@CreeksideCraftwork: Unfortunately there have been a number of reports of Message replies made via the app to not 'stick'. The consensus is that a seller needs to check their shop for Messages and orders at least daily via a browser (even their mobile browser) until these issues are resolved.

[CreeksideCraftwork]

Well, that's poopy. Who has time for that? 

[TheCraftyLittleBug]

The browser isn't working either because I had a message from someone today, I replied, and Etsy is acting as if I didn't reply.

I don't even know if the potential buyer even got my message.

[EvasFeathers]

Had the same, what do you mean via a browser?  I just did it on my home computer,  no app involved. I answered multiple messages and all worked properly except one that has a payment pending payment on her purchase.  I saw the 24 hour warning did not go so I added a second response but it still won't go.  Super irritating as this could kill my star seller rating if it keeps up.

[CreeksideCraftwork]

Oh, no. The message is back, even on my laptop. Am I about to lose my Star Seller badge (again)? 

[HerbGardenBodyCare]

I am having the same issue on my PC, laptop and phone. It started yesterday for me. I now have several late messages showing even though I responded within 30 minutes. I get the good job, think it is ok then the new message thing appears again.

[EvasFeathers]

Yep, same here, laptop won't fix it.  The prob is on a buyer with a payment pending sale, maybe see if it's the same for others. All the cleared payment customer convos worked normally.  

[ExtremeCreation · Accepted solution]

This is an issue that has been happening yesterday. On another thread it was supposedly reported to the team to try and resolve the issue. Hopefully, it will be resolved soon.

[StoryDuck]

How do I report this issue? I can't find a way to email etsy support about this.

[CreeksideCraftwork]

@ExtremeCreation  I just saw that. Thank you!

@HerbGardenBodyCareMaybe we should weigh in over there too.

[haileyallendesigns]

I'm still having issues today. I responded to two customers on mobile and it acted like I didn't respond. Then again on PC and received the "good job" message. The "first message from potential buyer" went away. Then, both customers have replied with "thank you" or more info that I requested and the "first message from potential buyer" is back.

[StoryDuck]

The same thing is happening to me. This happened a few weeks ago too. My star seller response rate went down from 100% to 97%.

[piknwildflowers]

I’m having the same issue. Frustrating!

[SharkysWaters]

I'm getting the same message today after replying to a customer yesterday, and I responded from a PC not the app. I hope they get this fixed soon. 

ETA: I just went and contacted the customer again letting them know I did respond yesterday and was copying and pasting the reply in case they didn't get it. Thankfully only had one question yesterday as I don't like customers potentially not getting replies or having to get an unnecessary additional one. I got the message "good work" and now it's showing the other message again like I never answered it. 

[UptownYvette]

It's been happening for more than a day, and it's happening with laptops too.

[mulberrymuse]

It is happening on all devices including desktop, I reported it and was told it wouldn't affect my star seller status.

However I am not convinced and took screen shots of every response. The bot response told me it was an "experiment" !!!

[BBCeramic]

I feel like it has been happening to me for weeks! Just happen yesterday and today again…I have screenshots, but don’t know how to send to technical team. Has Etsy replied to this yet?

[CreeksideCraftwork]

@BBCeramic  They haven't replied to this thread, but they acknowledged their awareness of the problem in another thread, and promised to get it fixed.

[JustCreateCraft]

Same issue been happening for around a week.  Is this going to affect out star seller status for replies within 24 hours?  Any resolution to this yet? Thanks!!

[CreeksideCraftwork]

@JustCreateCraft  I don't think it's going to affect Star Seller. Mine still says 100%. If the bots were keeping score, I think it would show by now.

[MixedUpVintageShop]

I see that this message thread is a few weeks old but this is happening to me and it doesn't matter which device I'm using. iPhone, lap top or computer. I'm seeing that Etsy is aware of this but I definitely do not want to lose my Star Seller over their message glitch. Is there a place to report this? 

[tildeathstudios]

Still happening to me too, intermittently. I reported this in March 2024 ('Message Response Glitch' here in Technical Issues). The thread was closed by mods as it was supposedly an 'older & resolved issue'. Clearly it isn't.

I tried speaking to Etsy chat last week as my stats were dropping due to this & after an hour of waiting, 'Paige' told me there was one message that fell outside the 24hr response time (correct) & that this was what had caused my stats to drop to 95%.  This simply isn't true. I send HUNDREDS of replies to new messages over the 3 month review period. If ONE late response caused a 5% drop, that would mean I only send 20. The maths isn't adding up.

She refused to acknowlege the glitch, ignored my offer of screenshot proof of the blue banner in ongoing conversations & refused to escalate the problem or transfer me to someone who cared, despite my asking. I've just now emailed Support asking for basic data (ie how many convos occurred & how many fell outside the 24 hr mark). Hopefully I can make them see that it IS a fault in their system when I'm not at risk of being cut off (as has happened twice in previous chats). 

We've been shouting about this for months. Why is nothing being done? 

I honestly don't care that much about star seller any more, it's the implications of falling below their basic Customer Service Standards & losing visibility (ergo, sales) & possibly my shop due to (one of many) faults in THEIR system, not in MY customer service & the salt in the wound being completely ignored, twice now, despite trying my best to explain the problem & get help.

Sorry for everyone else going through this & PLEASE do something about this, Etsy

[tildeathstudios]

Apologies for replyng directly to you by the way, I wasn't able to post a new reply * strokes imaginary beard.

I'd say start a new thread of your own here in Tech Issues & email or speak to Etsy support if it's still an issue for you. Surely enough sellers flagging it up will result in something being done? ....

[BagmakerSupply]

@tildeathstudios: "I send HUNDREDS of replies to new messages over the 3 month review period." So are you saying that each of those hundreds of replies was to the first Message of a new incoming thread and that only 20 out of several hundred new threads are reflected in your CSV file?