Problems with Etsy Message system since June

[PsychicLeticiaMedium]

Dear team,

During June you have been updating the messaging system of Etsy website.

The previous two months I managed to be an Etsy star store. 99% messages answered before 24 hours, 4.9 rate on reviews and 100% on delivery.

It's really a hard work to provide an excellent customer service and even more with services of clairvoyant medium.

At the end of June, my rate of messages answered within 24 hours fell from 98% to 94%.

And this happened despite the fact that I always respond to messages within 24 hours.

I could not understand what were going one until I download the excel file with messages that they are supposed as not answered in 24 hours, and Oh MY GOD !! 50 messages that I did respond before 24 hours and your system settled like not answered. Why ? because the system is not setting the date !!! it appears like NULL (empty) and then for sure the time to answer is infinite. 

Your system has randomly set the date of entry of the message to "null". There is no date with which the response time is not calculated and results in the message not being answered within 24 hours.

This has caused me to have 50 messages at the end of June as unanswered within 24 hours, despite the fact that I did and I have the evidence.

This has meant that, despite my efforts, I have lost my star store due to errors in your message system when you started to upgrading the message system in June.

Previously to June all the message had the settle the date correctly.

In June I finish with all my rating fulfilled with my hard work and effort, I'm legit to be Star Seller but because your message buggy system I have lost my Etsy star shop, which is very unfair. 

I just give you examples here to settled the correct date and give me what I won (ETSY STAR SELLER) with my effort and you denied with the problems in your message system which is totally unfair to me.

I request that you fix all the "null" dates of the end of June with the correct date since those messages were answered within 24 hours and restore my star store that I win legally and with all my effort and due to the errors of your updates in the message system in recent weeks have caused me great damage.

Evidences:

[REMOVED]

[REMOVED]  

And I have more than 50 messages from end of June with the problem that it appeared randomly. All of them answered before 24 hours.

Please settled the date correctly and set the star seller for this month that I won with my effort and customer service and I have been denied because your updates and bugs in the message system.

Sincerely

Leticia

THank you !

Sincerely

Leticia

[ChristmasIsLove]

@PsychicLeticiaMedium Your post is addressed to Etsy support, but they are not here in Forums. We are just other sellers, who cannot make adjustments to your Star Seller rating. Contact Etsy via Dashboard, Community & Help, Contact Us, to communicate directly with Etsy.

[PsychicLeticiaMedium]

Etsy Support give me this link to report this here. 

I'm just following Etsy instructions. 

[nguhpjyhih0bo0e5 · Accepted solution]

Hello! We understand your concern. We have a specialized team that carefully reviews and handles said reports, so once you get the confirmation that your message has been sent, there is no further action needed on your end.

Lastly, it's advisable not to provide live links as it can be potentially unsafe in this public space. For that reason, the link provided in your OP has been edited.

Thank you! 

[SugarTaffySoap]

@PsychicLeticiaMedium  You show a ticket number so you'll receive an email from the Etsy Team.  Only one ticket is necessary.   Good luck! 

[PsychicLeticiaMedium]

Thank you,

Yes but the support team from Etsy told me to report here the problem despite the fact they gave me a ticket. So more work to me. 

they told me ticket and because the nature of the problem I should report here also the problem. 

[PetMemorialStoneCo]

I think the whole Etsy system must be having issues, I have been having issues with messenger for over two weeks now, I have been told they are working on it, but here 3 weeks later still having same issues. Hopefully they will get all this fixed soon! Good Luck! Bobby

[PsychicLeticiaMedium]

I'm in the same situation and this issues has denied my star seller. I hope they settle the information correctly. 

[hopeandjoystudios]

Them telling you to report anything in the forums is a brush off as there is no admin "help" or technical presence. I don't think the admin that move /edit threads are the admin/help you need but they might pass it on. If you already have a support ticket posting here does nothing as all the posters here are just other sellers. I don't know WHY they tell sellers with issues to post here but you are not the only one. Although some issues (not yours) can be solved/answered by other sellers. But not technical or financial or account issues. Keep replying to that support ticket. If they give you an answer that doesn't help there may be a "I still need help" option/link/button. Don't start a new ticket or you go back to the rear of the line.

[hopeandjoystudios]

HAs anyone here ever heard of then fixing ..or had them fix a SS data issue? Most get told "We cannot fix SS data" this is a pretty glaring error though so maybe if it happened to more than you it might get adjusted. I had one that had a glitch on the CSV saying no tracking that they never fixed or even responded to me. It had Priority tracking on the order and was delivered. I got crickets. I gave up trying. Hope you get help.

[BagmakerSupply]

Could it be that they tell people to post in forums to cut down on the number of support requests - thinking that if someone else reported it you won't? To my mind it would be much more helpful if they posted that they are are aware of a problem and ask people to add to that thread instead of starting a new thread or contacting support.

[PsychicLeticiaMedium]

What support team told me is that here there are supervisors and this will help with my ticket. 

I really hope they can solve the problem soon and give what I have won with my hard work.