Please, PLEASE roll back the "Update to Messages" change

[MistyWoodCreations]

The recent changes to your messaging system have to be some of the worst "improvements" I've ever seen to an IT system. Please roll them back globally or at the very least give sellers the ability to disable them on their own account.

Firstly, as you've already noted as a "known bug", if you start a conversation with a buyer outside of an order, any messages you add to the order disappear and show up in the original message thread. I've fallen foul to this twice now and sent repeated messages to a customer because they weren't showing up. Communication is very important to me and this just makes me look stupid and unprofessional.

Secondly I've just discovered that the new messaging feature is actually counter-productive to the entire reason it was brought in originally. In your threads about the update, you state that it is so that sellers can keep a better track of their messages with a customer and help them maintain their star seller rating for responding to customers. The reality is that with this new method, it is impossible for sellers to see which messages are from a new thread as they are just piled onto the end of an existing conversation.

I have just fallen foul of this one too because I'm marked as having not responded to a customer for over 24 hours because her message was appended to a communication thread that I already had with her which was already well over 100 messages long. This customer has placed 4 orders with my shop and we have had long and detailed conversations regarding all of those orders, and now to be marked as "unresponsive" to her over a message that I had no way of knowing was from a new thread is just downright insulting.

Please get rid of this change to the message system, you are hurting your seller's public image and causing unnecessary frustration.

[BagmakerSupply]

@MistyWoodCreations   We completely agree with you - you might also want to take a look at https://community.etsy.com/t5/Technical-Issues/Issue-With-Multiple-quot-New-quot-Messages-In-An-Old-...

[TonsOfPaper · Accepted solution]

Hi @MistyW4oodCreations,

After carefully checking in here, it appears that your buyer used a different account to send you the message. Since it is a different account, it can't be combined with the existing thread and a new message thread was created, which wasn't responded to within 24 hours.

For you to know if the message is on a new thread. If you visit the Message page in your Etsy Account, each line corresponds to a message thread. New message threads tend to have short message lines, you can scroll up a bit to see if you've already responded to them. Only the initial message is taken into consideration for the Message response rate score, not ongoing conversations.

Please note that we're noting all of your feedbacks and will be sharing it with the team. We take comments from the community to heart, and we make many changes to the site based on what we hear.

Thank you very much!