Messages muted for no reason

[JuicyPopDesignsCo]

I am so insanely frustrated. My messages have been muted and it has nothing to do with spamming. I have a BRAND NEW shop and I've only ever sent one message and it was for something that I purchased. I've never spammed anyone and now I have people messaging me with inquiries about products and I'm not able to reply to them!  I've reached out to Etsy about 4 times now and it's been THREE full days with NO RESPONSE.

How in the world do I get a hold of someone who can help me turn messaging back on?! I've even tried to message through facebook and someone finally messaged me and said "someone will be in touch".  Crickets.

I'm losing so many prospective clients by not being able to communicate with them! Can anyone help me?!

[ChillwolfArt]

I'm sorry this happened to you.  And it's odd that you would be muted after only one Message (re: something you purchased).  
Do you want me to send you a test message?

Etsy is the only one who can help, sorry about that.  When you've contacted them, if their email is copy/paste generic and doesn't address your problem, respond directly back to that email, "I still need help".  *(Don't start a new email, as that will only push you back farther).  *And I really wish this blurb was on every Etsy Message.

Let me know if you want me to send a test message.

[JuicyPopDesignsCo]

If you can send a test that would be great. I had some ask a question about a pretty big order (that I really wanted to fulfill) and when I tried to reply to her it gives me a message that says " your messaged have been muted". SO I still get the message but I can't reply.

[ChillwolfArt]

@JuicyPopDesignsCo   Just sent you a Message.

[JuicyPopDesignsCo]

I got your message but it doesn't let me reply I wish I could share a screenshot but the message says: "Bummer, your messages have been temporarily disabled. Please contact support to have them reactivated. Also, see the FAQ and Community Guidelines for more info about Messages."

[audreytherese]

Sorry this is off topic, but please just make sure you have all your ducks in a row before you do commit to a large order. Your shop is brand new and that is the biggest target for scammers, they know new shops will be eager to get their first big order so are more likely to overlook red flags, or not know what red flags to watch out for. 

[ChillwolfArt]

@JuicyPopDesignsCo  Oh man, definitely not right.  It's OK about the screenshot, I believe you.  Hope Etsy reinstates your Messages.  Do you have the Chat Option in your Shop?

[JuicyPopDesignsCo]

I don't think I have a chat option - I've looked everywhere for it. It just always takes me back to the "Buyer or Deller" page. No where with an option to work with anyone.

[ChillwolfArt]

@JuicyPopDesignsCo 

OK.  I know you wrote someone on Facebook and they didn't get back to you.  Did you send an Email through your Shop Dashboard > Community and Help > Contact Us?

If you did, that is where should you receive a generic unhelpful response, you should respond with, "I still need help".  But if you have not sent an email via the above avenue, try that.  When the drop down menu comes up, select the option which best describes your problem.

Really hope you get this resolved.

[bohemians]

"Bummer"?!! 

Can't Etsy at least use business-like language for their actions that affect a shop's ability to do business.

I loathe the whole 'oopsie' approach. 

Maybe their 'customer service' agents would be a little less backed up if they offered (in their message) some sort of explanation that the seller can use.

[JJewellerySuppliesUK]

I think there were some threads about this the other day so it might be a glitch.

[JuicyPopDesignsCo]

Did anyone say if they got it fixed?

[JJewellerySuppliesUK]

@JuicyPopDesignsCo   Here is the thread I remember and I think it was resolved by turning auto-response off.

Solved: Messaging Muted - Welcome to the Etsy Community

Don't keep sending messages to Etsy as each new one puts you back to square one.  Just wait for an answer and respond to that email if it is not fixed.  Keep the same email going back and forth or Etsy will close it and you will have to start again. 

[JuicyPopDesignsCo]

My auto reply is already turned off

[dippeldiundscribble]

Here’s a similar thread: https://community.etsy.com/t5/Technical-Issues/Bummer-your-messages-have-been-temporarily-disabled-P...

[JuicyPopDesignsCo]

So I finally clicked around and found a chat link - not much help there that's for sure. She said "The best option that I have for your account is the escalation for the review of the current status of the messages." So I guess I just have to be at the mercy of Etsy and wait to be contacted. Meanwhile losing tons of money and clients. Bad taste in my mouth now.

[ChillwolfArt]

@JuicyPopDesignsCo  Oh boy.  Did you previously send an email via Dashboard > Community & Help > Contact Us?

ETA:  If you haven't, it may not hurt to try at this point.

[JuicyPopDesignsCo]

I sent an email three days ago and added to that each day since (not starting a new one). And no response at all.

[ChillwolfArt]

@JuicyPopDesignsCo  Shoot, I don't know what else to suggest, sorry.  I could see if you were spamming, but it doesn't sound like you were.

[AAANativeArts]

Can  you reply to your customers via email instead of chat? Click the arrow after their name and it should show their email address. I don't normally recommend taking correspondence outside of Convos because then there is no record of what has been said, but you might want to try that rather than lose an order due to no reply.

[JuicyPopDesignsCo]

I tried that but you don't get to have their email info until they become an actual buyer. The inquiries I get from potential customers I can't email because they haven't purchased yet. So frustrating.

[NoFrogsAllowed]

@JuicyPopDesignsCo 

When you contact Etsy and you get to the buyer or seller choice, choose buyer.  They are more likely to pay attention to a buyer and the message you were able to send was as a buyer.

[JuicyPopDesignsCo]

I've noticed that. That's how I found the chat link Although chat didn't help because it "has to go to a higher level team". So I guess I wait.

[JuicyPopDesignsCo · Accepted solution]

UPDATE: I received an email yesterday explaining that it was an accident on their end and they finally just turned my messaging back on (7 days later). I'm happy that it's fixed but man did I lose some business over the last week.