Message glitch

[TheHopAndPop]

I am currently experiencing a problem - similar to some other problems mentioned in here and incorrectly marked as resolved by the Etsy team - with messages. When I reply to an initial message, the blue banner encouraging me to respond within 24 hours does not disappear. It does not disappear even after further exchange of messages.

I am obviously concerned this will impact my Star Seller status, but to send the potential customer further messages at this point is unnesecary and would be very annoying for them.

I contacted Etsy Chat about this and was told:

[This content has been removed by Moderation. We ask that you please review Section 1, Item 2 of our Community Policies before posting in the Forums.]

It is totally unacceptable for "experiments" to be "conducted" on live seller accounts. I would like someone from Etsy to clarify what is going on.

[FabioMcMustache · Accepted solution]

Hello!

We ask that members please refrain from sharing any sort of personal/sensitive information (yours or other people's - this includes, and is not limited to: Names, Addresses, Phone Numbers, Email Addresses, Tracking Numbers, Private Messages, etc.). This also includes any verbatim communication between you and Etsy Support, as per Section 1, Item 2 of our Community Policies.

Please note that this is a safety measure for you and everyone else potentially involved in the matter, which is why this is such an important aspect of our Community Policies.

Thank you!

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Note: For visibility purposes, this reply has been marked as a “Solution”.

[TheHopAndPop]

Etsy are making it really hard and frustrating to use their platform. No personal information was revealed, just censorship of information I was given.

[SilverandEarth]

I had this same thing happen today. A potential customer sent me an email five hours ago and I replied immediately. But it is still showing that blue message about replying within 24 hours.

When is this glitch going to be fixed? And is it going to count against my star seller status if it doesn't get resolved correctly?

@FabioMcMustache 

[STAYMI]

yes. it  counts against your star seller status . I have now 92% even if  i reply always very fast. I had 99% before

[CraftyCornishMaids]

I have the blue message badge for a fews days after replying

I even had them at the last calculation

but the star seller calculation calculated them properly

double check you csv

[BagmakerSupply]

@TheHopAndPop: If you were told this was an "experiment" one has to wonder if chat  support is taking a page out of the artificial intelligence playbook and just making up (hallucinating) answers if they cannot locate an actual one.

@SilverandEarth: Based on the numerous threads about this, the new message banner not going away appears to be only a user interface glitch is not affecting any stats such as Star Seller. There have, however, been reports about other Messaging issues that are impacting a shop negatively.

Best to check the applicable CSV file on your Star Seller page regularly. Keep in mind that usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied and that Star Seller stats (and the CSV file) seem to be updated only once per day so there may be an additional day's delay.

[SilverandEarth]

@BagmakerSupply  Thanks for your help and response. Yes, I do check the Star Seller stats daily ....  so hopefully this is just a user interface glitch and it won't count against me. 

[MixedUpVintageShop]

I'm experiencing this message response glitch for the 2nd time in a week. I'm reading here that Etsy says it is "FIXED". Where do I report that this is happening to my shop? Thanks! I have zero trust when I reading that Etsy says this glitch won't affect my star seller. 

[HeresYourSignCompany]

Right there with you.  I just chatted with "support" and got the run around.  They were going to forward my comments.  I'm so done.  Until Etsy starts to acknowledge there are issues with their systems and support begins to actually have some answers, I'm working on my shopify store.  I've been here since 2014... have over 27K sales.... and NEVER get the answer I need.  If someone from Etsy who has one brain cell reads this, please acknowledge there is an issue and get this fixed.  I have NEVER been below a 99% response rate in 24 hours and now I'm at 93%... and support says it's because I didn't response within 24 hours.  I can pull every single screen shot needed to prove this to be an invalid statement.  

[CraftyCornishMaids]

the message to say you have to reply there,

but it has not affected my star seller, I am still at 100%

[HeresYourSignCompany]

Right there with you.  I just chatted with "support" and got the run around.  They were going to forward my comments.  I'm so done.  Until Etsy starts to acknowledge there are issues with their systems and support begins to actually have some answers, I'm working on my shopify store.  I've been here since 2014... have over 27K sales.... and NEVER get the answer I need.  If someone from Etsy who has one brain cell reads this, please acknowledge there is an issue and get this fixed.  I have NEVER been below a 99% response rate in 24 hours and now I'm at 93%... and support says it's because I didn't response within 24 hours.  I can pull every single screen shot needed to prove this to be an invalid statement.  

[BossLadysWeaves]

Yes I'm having this same problem! I've tried contacting Etsy about this glitch for over a month now. And yes I respond to all my messages within minutes of receiving them no matter day or night. Yet my star status is steady falling! Im at 92% now..

[BornVintageUS]

I have a 68% message response. I answer every question within a couple hours. I have had a couple of offers on items that I have accepted but didn’t respond with a message. Could that be why I got a low rating? Even though I accepted the offers? 

[BagmakerSupply]

@BornVintageUS: "Could that be why I got a low rating?" Have you checked the applicable CSV file available on your Star Seller page to confirm which Messages Etsy thinks were not answered within 24 hours? When you look at the file remember that that the dates / times are in UTC (not your time zone), only the first message of a new incoming thread is included (all that counts for Star Seller), and usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not.

[BornVintageUS]

That’s exactly what happened. I didn’t see the message but I only saw the offer for the item and I accepted the offer. I assumed that was my response to his message.