Messages Muted Due to Auto Responder

[3LittlePixiesShoppe]

Is anyone else having this issue? This is the 2nd time this has happened. First time was four months ago and it was tied to auto-responder. I'm assuming it's the same this time as I'm not in violation of any House Rules. We're almost forced into using auto responder in order to keep star seller but then there's some glitch that keeps happening because of it.

[OneEyeCatStudio]

I've never heard of anyone being muted for responses.

For initiating a lot of messages, yes.  But not for responding.

Were there a lot of them?

[3LittlePixiesShoppe]

Nope it's definitely happened before... to me personally 4 months ago. And if you search the forum there were a few of us that got caught in that glitch. I'm making the assumption it's the same thing again (although I could always be wrong) because I haven't violated any house rules and my account is in good standing. We've only had a handful of messages today (not what I would consider a lot) but I guess everyone's idea of a lot is different. 

[3LittlePixiesShoppe]

and once they limit your account messages you lose your star seller badge until they get reinstated (which happened last time too and was fixed after messaging was re-enabled)

[OneEyeCatStudio]

"Nope it's definitely happened before... to me personally 4 months ago. And if you search the forum there were a few of us that got caught in that glitch. "

What did they say before?

Have you contacted Etsy?

[3LittlePixiesShoppe]

There was no communication last time. I opened a ticket, came to the forums, saw a few other sellers complaining of the same thing and a few hours later messages were back on with zero communication from them. I did have to open a second ticket to get my star seller badges reinstated but they took care of that immediately too. 

I've opened a ticket on this as well but since it's close to 9 EST I don't imagine anything will be addressed until at least tomorrow

[3LittlePixiesShoppe]

This was the thread from four months ago:

https://community.etsy.com/t5/Technical-Issues/Help-Muted-for-Autoresponder/m-p/141961691

[OneEyeCatStudio]

How bizarre.

Maybe you should try @ing the forum mod who helped last time.

[LaRenaissanceGirl]

So, am I understanding this right? You got a handful of messages, and your auto-reply sent identical replies to those messages in a short amount of time...so the bot thought you were spamming and muted you? Sheesh...

[3LittlePixiesShoppe]

Yes. We're a relatively busy shop so I use auto responder to help maintain star seller. It lists FAQ's along with our business hours. If someone messages during the day while I'm working I respond immediately but don't like to risk not having it on. I don't know why sometimes it reads it as spam and sometimes it doesn't

[LaRenaissanceGirl]

@3LittlePixiesShoppe 

Damned if you do, damned if you don't. So dumb.

Beautiful shop by the way! Congrats on your many sales!

[LaRenaissanceGirl]

@3LittlePixiesShoppe 

Were you using the "temporary auto reply" (that you have to reset every 5 days, i.e. a vacation out of office type thing), or the "weekly auto reply" where you can set hours?

[3LittlePixiesShoppe]

@LaRenaissanceGirl Thank you!

[3LittlePixiesShoppe]

@LaRenaissanceGirl  I set for five days and the reset when it expires

[LaRenaissanceGirl]

Hmm... maybe try the weekly one. It was made for after hours messages. It might not have the same bot reaction. Then again, it might, who knows. But, worth a try when you get unmuted. 

[GlassyFields]

I think the theory that your auto responses are picked up as spam makes sense.

And I think Etsy tweaks their code and that's what happened 4 months ago. More tweaks fixed it. More tweaks broke it again.

I encourage you to report this to Etsy.

But the workaround I can think of, which I know has some annoying aspects to it, is to vary your message every day or mid-day. e.g., put the FAQs in a different order, or change the greeting. 

[3LittlePixiesShoppe · Accepted solution]

Just following up to say Etsy corrected this for me. It’s a glitch caused by an over zealous bot.