I have had this problem for a LONG while now and losing my patience with it as I have NO ONE at Etsy that will fix this problem and I've been told by customer service they can do nothing, they've "escalated" it NUMEROUS TIMES and nothing or no one contacts me about it. The ONLY thing I've received was a recent email stating Etsy can do NOTHING about their stats which I find unacceptable as IF Etsy is going to RATE we Seller's, their stats should be ACCURATE and if NOT, they should be able to FIX IT!!!!!!! Otherwise, WHY HAVE IT?!!!! We are a 5 Star Seller with great reviews, good service/shipping and our stats mostly reflect that accurately, but even sometimes those are off. However, our messaging stats are ALWAYS OFF!!! I work on Etsy all day long and I respond to our customers if not immediately, within an hour or so... Yet we get stats for messaging that is INCORRECT. I download their excel spreadsheet to see what customers they are referring to and EVERYONE of them is INACCURATE... it's either orders that have been cancelled/refunded or people we've responded to quickly that isn't being tracked properly! In addition, I've contacted them for MONTHS about the fact that our Auto-Reply does NOT WORK!!! Although I do all of our response quickly, manually, I'd like to be able to use this when I'm going to be away from the business for a while... like when an order comes in at 1am in the morning and I might want a "back up" in case I cannot reply until later the next day. Overall, we are happy with Etsy, however one thing we have noticed... they gave GREAT customer service via phone prior to COVID, but after that period and recently, the customer service is absolutely disjointed and you email them but get no answers and I especially find this unacceptable when being told by customer service they will "escalate the problem", but NOTHING gets done -either we receive NO response or the responses we do receive are of absolutely NO resolution! I also find it extremely disturbing that we Sellers are PAYING for their service, but aren't receiving the service and FIXES we request and the fact that it is one of the ONLY companies I know of where you cannot contact a "CORPORATE OFFICE" or get messages to them about our concerns! NOT GOOD. Whoever is running this company NEEDS TO KNOW THIS. Nice that they are saving money by handling things this way, but it's NOT GOOD BUSINESS!!!
