Hi everyone,
A customer accidentally placed an order and submitted a help request asking me to cancel it. I canceled the order and responded to the help request within 10 minutes.
After waiting 24 hours for this help request to be reflected in my Message Rate, I noticed it was neither calculated nor included in the message history .csv file downloaded from Etsy.
I contacted Etsy support via chat, and after receiving several boilerplate responses aimed at avoiding the issue and the representative refusing to investigate further, he eventually acknowledged:
"It sounds like you’re experiencing an issue that our engineering team is looking into. I’ve added all the details from this ticket to their investigation so they have more information to work with."
When I asked for a ticket number to follow up on the issue later, the representative ignored my request. After pressing further, they simply stopped responding altogether and ignored me.
Has anyone else experienced this issue?
