Not receiving a customer's message except through Etsy BUYER app

[ForeverWindingWool]

This is the oddest thing!  I randomly hopped onto my Etsy buyer app on my tablet and found a message from a repeat customer back on Sept. 9th.  I quickly replied to her, thinking it would show up in my regular messages when I went to my desktop.  Later that day, I looked and couldn't find the message.   I looked on my phone using the Seller app, and the message was not there either.   The only place the conversation exists is on my BUYER app.

Why is this message not showing up in my messages?  I'm not getting notifications within that app when I have a message when she replies, either.

Edited to add: I have received messages from other buyers on my desktop messages just fine.  She is the only one that seems to be having this problem.   Oh, and I just went back and realized she is from the Netherlands, and I do not currently take international orders.

[Natalya1905]

What does your Download message history file say? Does it show this particular message?

[ForeverWindingWool]

@Natalya1905 Download message history?  Where do I find that?   When I put in her username, I don't find any evidence of any message from her when I search within messages.

[Natalya1905]

@ForeverWindingWool 

Shop Manager - Customer service stats - Message response rate - Download message history. 

[ForeverWindingWool]

I'm still at 100%; she (and her message) doesn't exist there either.  

[ForeverWindingWool · Accepted solution]

@Natalya1905 There is no year date on the original messages when we first conversed. Her custom order was many years ago, perhaps her order was before I changed my shop name—oh, 10 or more years ago. I wonder if she is a customer from back then and was able to message me through my old shop name, LambsEars?

Actually, that makes sense.  That must be how Etsy connected her to me.  It's the only way I can think of!

[TheImaginaryErmine]

This is happening to me, too. I'm getting messages and notifications from other folks, but not this one customer. I had messaged  her about approval for a customization and she hadn't replied. Luckily, she did some digging and found my website online and emailed me. There is no record  of her  messages in the history either. She said she attempted to message multiple  times.