Nachrichten werden nicht gesendet

[TinyHeartsDe]

Hallo zusammen,

seit letzter Woche habe ich das Problem, dass ich keine Nachrichten mehr versenden und auch nicht auf Nachrichten antworten kann. 

Ich erhalte eine Fehlermeldung, dass ich mich an den Support wenden soll, falls der Fehler weiterhin auftritt.

Das Problem ist aufgetreten, nachdem ich Kunden der letzten 5 Käufe angeschrieben habe um ihnen schöne Osterfeiertage zu wünsche und nachgefragt habe ob mit dem Artikel alles gut ist.

habe ich hier unwissentlich gegen eine Richtlinie verstoßen?

Vom Support habe ich vor drei Tagen eine Antwort bekommen, leider jedoch nur eine Standardmail, die mein Problem nicht löst. Der Fehler besteht weiterhin.

Es wäre schön, wenn mir jemand weiterhelfen könnte, bzw. mir einen Tip geben könnte um direkt mit den Support in Verbindung zu treten.

Herzliche Grüße 

Daniel

[audreytherese]

Yes, you violated the TOU's. You are not allowed to send unsolicited messages that are not about a customer's order. This is considered spam. Your good intentions do not matter. 

Most of those customers probably marked your message as spam, and you have had your messages temporarily disabled because of this, most likely for a week. 

[PillowDetails]

@TinyHeartsDe   Yes, that would be considered "spam" and against Etsy policies.  You could start a mailing list sign-up, for customers who wish to be contacted with future sales and shop info, but contacting past Buyers that way likely got your message privileges stopped.  For how long, I'm not sure.

[cadoohartland]

Hallo Daniel,
ich habe zur Zeit das gleiche ärgerliche Problem. Habe den Support kontaktiert, bekomme aber überhaupt keine Antwort.
Was kann ich noch machen? Befürchte schlechte Bewertungen, weil ich Kunden nicht mehr antworten kann...
Viele Grüße
Birgit

[CryzalisDesigns]

@cadoohartland this is an old thread, you are better off starting a new thread so your issue does not get lost or the thread is closed by the moderators for replying to an old thread.

Regarding your message issue, is it an error or do you have a message to say they have been disabled?

If it is an error then you can contact Etsy via the help section in your dashboard.

If you have a message informing you that your messages have been disabled then all you can do is wait. Etsy will return the privileges to you when they choose there is no set time limit for this kind of ban. It could be days, weeks or months.

[cadoohartland]

@CryzalisDesign
Thank you for the answer.
I don´t understand why my message function was disabled, I have not violated anything. I sell digital tutorials/ebooks and of course depend on communicating with my customers. I fear bad reviews of course. Thinking about closing my store here. It doesn't make so much sense when I hear that it can take months to get my messages reactivated.
Kind regards
Birgit

[CryzalisDesigns]

Does it not tell you in your dashboard why they have been disabled?

[cadoohartland]

Unfortunately not That is why I ask here ... 

[CryzalisDesigns]

Seems you do know why they were disabled as I just read your reply in a different thread

This message appears:
"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"

You will just have to wait until Etsy decides to return the privileges to you.

[BagmakerSupply]

@cadoohartland  : Not to discount the fact that your messaging may have been disabled in error, generally it is because the system has detected that your account has been sending unsolicited non-transactional messages. While you are waiting for Etsy to reactivate your messaging you may want to read the "Dos and Don'ts of Communicating With Customers" https://www.etsy.com/seller-handbook/article/26590492608

There does not appear to be a published time for how long messaging is muted and based on posts in this forum it can vary.

Again based on other posts, Etsy does not seem to view support requests based on user violations as a priority.

[cadoohartland]

@BagmakerSupply
Thanks for the detailed explanation!
I can only guess. I have exchanged messages with a German designer friend. Maybe that was the problem.
So I will have to wait patiently ....

[LucyLynnTreasures]

Every time I try to send a message on Etsy, whether a response to an inquiry from a potential customer or an attempt to contact Etsy support, I get a pop-up saying the message could not be sent. Sometimes it says there is no internet connection, although all other apps have internet access with no problem. This has been going on since mid-December. Today Etsy contacted me by email to ask for my email address! Again, my reply could not be sent. What can I do to solve this problem?

[TheVintagePineapple]

@LucyLynnTreasures The inquiries from potential customers are most likely scam attempts.  The reason you cannot respond is because those ''potential customers'' have been identified as scamming spammers and Etsy has already deleted their accounts.  Asking for your email and directing you to ''Etsy Support'' is the start of their scam.  Etsy already has your email address. You wouldn't be talking to actual Support personnel, but to the scammer. 

 Protect Your Account From Scammers - Welcome to the Etsy Community

[Formidee]

Genau das Problem habe ich auch seit 1 Stunde!

ich kann Kundenfragen nicht mehr beantworten!

was soll das?