Message thread with customer not posting under her order

[FearKnotVintage]

A customer messaged me thru Etsy about marking her purchase as a gift. I responded less than an hour later that I had done that for her.

When I go to her order it does not show her message to me or my response to her. I don't want it to appear as a message that I did not answer.

Has anyone else experienced this?  Thank you

[botanicallampshades]

Yes, I also had this happen. Very confusing and I had to search for her message as it did not appear with her order, nor was it "nested" with a previous message she had sent me. I thought maybe she had 2 accounts?

[FearKnotVintage]

No other accounts for this buyer

I responded to her message but in message section it shows that I have not responded.

[BagmakerSupply]

@FearKnotVintage: You need to check the "Messages" page to see what messages have been sent to you. Depending on how the buyer contacted you the message may or may not get attached to an order, but if you access the sub menu next to the buyers name there should be a link to all messages with that account (a buyer may have more than one account and those messages will not be combined).

[FearKnotVintage]

The buyers initial message appears in the message section only and my response to her does not show as having responded to her

I don't want this to go against me as not having responded

I marked it as spam

Then I sent her a message in the order section

[CraftyCornishMaids]

@FearKnotVintage 

comments sent on the order section are completely separate, and don't go through the messaging system,

be VERY careful about marking actual messages as spam,
because if they contact you again, you won't see there message and reply, and if you don't, and they open a case, they wil be refunded in full from you, as you HAVE to answer those messages for seller protection.

[ColorfulCastAndCrew]

 I've read that if you mark a message as spam then all future messages from that account will automatically go to your spam folder. If that's true then you'll need to check your spam folder for any responses from this buyer. Maybe someone else will chime in with more information but just wanted to share in case that's how it works.

[JMOldeVintage]

If the buyer contacted you after they made the purchase, quite possibly that message came through as a Help Request. These are kept separate from the usual chain of messages - probably because a buyer is required to send one prior to being able to open a case on Etsy.

You do need to reply to this message and not just send a reply to the buyer in the previous chain (if there is one going)

I can't remember if Etsy eventually attaches Help Requests to the 'normal' chain of messages or not.

Also, some have posted about having issues when viewing messages, response on a computer/browser & using the Etsy app. Things apparently may not display the same.