Messages not saving--affects star seller stats

[CatBazaar]

etsy star seller stats is showing that I did not respond to a message from a buyer within 24 hours when, in fact, I answered immediately. This was on 12/25. I answered immediately and saw my answer was sent on the screen. It has since disappeared! and I got dinged as not replying! This is the second time this has happened to me. I think it is a tech problem on etsy's part. (I reported the previous problem before, and got no reply, though the chat person escalated it and said I would get a reply on email--I never did.  I do think there is a bug in the message system.

desktop, Firefox, windows.

I reported both instances in chat with etsy support and even suggested they contact the buyer to verify message was sent. Of course....

[MaliakeiBags · Accepted solution]

Sometimes Firefox does not work. I had the same problem with another site. You may want to try opening Etsy with another browser, eg. Google Chrome. Hope this helps!

[TomCatBazaar]

thank you. Actually, I have 2 shops and one I keep open on Chrome and the other on Firefox

[CatBazaar]

etsy needs to fix the bug and restore my star seller status

[JDTotesnDolls]

@CatBazaar   Did you check the CSV to see if the reply is listed there or actually missing?  Was it attached to something else?  Or is it another message you missed.

You can contact Etsy about it.  If it is a glitch Etsy may change the stats but usually Etsy does not change the outcome.  It has to be a true technical problem. 

[BagmakerSupply]

@CatBazaar: Have you looked at the applicable CSV file to see exactly which message(s) thinks were not answered on time?

[TomCatBazaar]

yes, I did. and I know I answered them--I saw my answers posted when they were sent. Then they disappeared

[GrumpyBearSigns]

On a regulate basis as I talk with customers often, a message comes thru from a customer and I respond right away. The system doesn’t recognize this so I try to send again. Nothing happens. This will affect my star seller rating. Please get this fixed. Otherwise you’ll have to eliminate this from our ratings. 
not sure what all is happening or what you have changed Etsy but things are screwy. Sales are messed up…if you are messing with the algorithm please change it back.

[BagmakerSupply]

@GrumpyBearSigns: "The system doesn’t recognize this so I try to send again." Are you saying that you cannot reply at all or that your reply goes through but does appear on your Messages page? Are you getting any error message? Are you using an app or a browser?

[ModJose · Accepted solution]

Hello!

Prior to posting in a thread in the Forums, we ask that you please check if you are not bumping an old thread that hasn't seen any activity in a few months (or years, even).

Please note that reviving old threads can cause confusion for members reading, so always check the dates of the most recent replies before posting.

Having said that, we are closing this thread as it is indeed a bit older, and the information contained here may be outdated, however feel free to start your own thread if you still would like to discuss this topic.

Thank you!

__

If you have any questions about how the Community Forums work, please read our Community Policies.