Just an FYI that as of yesterday, messages from new customers, including responses to messages from sellers in active conversations, are getting sent to Spam.
So glad that you posted about this problem, I went to my spam folder and found three messages that had come in during the last week and since I would not have thought to check my spam folder I never would have found them had this problem not been mentioned here in the forum. I will definitely be checking my messages in spam from now on!!
I reported the same issue to Etsy yesterday. The message appeared 12 days after it was sent in my spam and when it appeared, I immediately responded to it and received an "great work on quick response" type message from Etsy. It came from a new buyer who had bought the same day as the subsequent message which was not attached to the conversation thread. Etsy confirmed to me yesterday they are receiving multiple concerns re messages going into spam and that they would report my case and someone would email me. I've not relied on this and have sent them an email today with all evidence and now have to wait. I've had 100% response rate for the entirety of my store, but due to this one error on their part, I'm down to 83%
Just waiting for the Etsy moderator to put out a reassuring message on one of the three similar threads that they do know about this issue and have fixed it…….
This is a major problem, and is making us potentially lose sales. It is so important to respond to inquiries quickly. If a potential buyer does not get a response they will go buy their item somewhere else... As of March 31 this is still a problem. Just checked my spam folder and found a message thread with a customer who was inquiring about international shipping from TEN DAYS AGO.
That's intentional. I think the idea is to bring users back to either the app or the browser to read the message there, because only there can they check whether the message is legitimate or not.
There have been too many successful scams where some victims were convinced they were scammed by Etsy because "the email came from Etsy".
They meant the notification email, which is indeed legitimate. But they didn't realize that the main message wasn't legitimate.
WOW. Okay, I had checked my spam a few times when I heard this was happening, but nothing was in there that should not have been. Until I checked this morning! It was a time sensitive request from 3 days ago, so there is nothing I can do now. Frustrating, to say the least.
It happened to me too and I only spotted it in spam because I had an email for a message from a different customer so I was in the message section. I don’t usually check that section every day because I do actually get email notifications for messages in the inbox, unlike lots of other Etsy messages.
It sounds like I’m going to have to check every day which is a pain as you can’t see the spam folder on the seller app, so it means logging in to 2 shops through the web. Just what I want to be doing with my weekend.
Yet another failure from Etsy in regard to their communication with sellers and their software quality, or I should say lack of. First - Notify your sellers that certain messages will be automatically sent to Spam as a new initiative, before implementing it. Second - Get it right. Make sure to fully plan, fully document and fully test the changes before throwing them over the fence at us. Genuine messages from genuine buyers should not be going to spam.
And while they consider offering a heads-up about dropping the ball with messaging, maybe they can add a notice to buyers that it isn't the sellers who are failing when it comes to this? I just responded to the spammed message to apologize for the glitch, but now I am concerned it will affect my reply stats.
Etsy will NOT HELP with this issue! Had one marked as spam, 6-days ago, and went from 100% to 75%. Contacted Etsy and got the typical run-around and NO SOLUTION! The "Helpless" Center has no muscles!
I just checked my spam folder, and there were two (I didn't send them there). However, they are actually spam so it looks like Etsy got this right. Maybe the AI bot just needs more on the job training - it's getting some right and some wrong.
Keep checking, I had several non-spam messages I was overdue to answer because they were in the spam folder and I had not known they were there. I had some actual spam in there too, but I would rather have spam than risk my seller rating and not answering customers!
I had wondered why I didn't receive messages this weekend as it was out of the norm to not receive even one. Well, this morning they were ALL in spam. Etsy clearly added something that is sending messages to spam now so clearly they need to get it together. I came on the forum to make sure it wasn't just me so I was glad to see this post!
