Support response time ?

[PetsArtCollection]

Hello,

A few days ago, my messaging was disabled ('Bummer, your messages have been temporarily disabled') for an unknown reason.  So, I can't reply to my customers.  After reading some posts on the subject, I opened a ticket with Etsy Support to understand why it was disabled and if it could be re-enabled. However, I haven't received any response after 2 days. Is this delay in response time normal for Etsy?

Is there any kind of chat support room for getting quick help ?

[UniqueGiftOrnaments]

Etsy will do that if unsolicited messages are sent to prospective customers. You have no sales.

[BagmakerSupply]

@PetsArtCollection: "... my messaging was disabled ... for an unknown reason." Not to discount the fact that your messaging may have been disabled in error, the "Bummer, your messages have been temporarily disabled" advisory generally means the system has detected that your account has been sending unsolicited non-transactional messages. While you are waiting for Etsy to reactivate your messaging you may want to read the "Dos and Don'ts of Communicating With Customers" https://www.etsy.com/seller-handbook/article/26590492608

There does not appear to be a published time for how long messaging is muted and based on posts in this forum it can vary.

Again based on other posts, Etsy does not seem to view support requests based on user violations as a priority.

[PetsArtCollection]

Thx for your reply BagmakerSupply.

Here are my first two messages received:

1st: Was a spam asking for my email.  I tagued it as a spam. I think it's okay to do so as requested by Etsy.

2nd: I replied to what seemed like a genuine customer with 'How may I help you?' and my messaging was disabled!

I don't see any "unsolicited non-transaction" in this simple replies. (??)

Thx for your answer.  I'll take a look on the "Don'ts of Communicating With Customers" document you shared.  Thx again!

[BagmakerSupply]

@PetsArtCollection: If it is truly in error, hopefully one of the Etsy admins who sometimes reads these threads will see your post and will be able to resolve this for you.

"I opened a ticket with Etsy Support ..." Did you receive any reply, even the generic automated one? Every eMail from Etsy support should have a link something like "I Still Need Help". Click on that link (or actually reply stating that you still need help) to keep the report alive or Etsy will assume that it is resolved. You may have to do this innumerable times, but once on each Etsy reply, before anything is done but do not give up.

[PetsArtCollection]

@BagmakerSupply, Yes, I received the generic auto-reply (useless in my case).  So, I replied yesterday I was still need help.  I can see my ticket is still open.  So, I'll wait and won't give up!

Thx for your time @BagmakerSupply, really appreciate!

[PetsArtCollection]

I did not send an unsolicited message. The message appeared when I attempted to respond for the first time to the initial message I received, with something like 'Hello, how may I help you?'.   It was the very first message I received and replied to.  Initially, I thought it might be a technical issue, so I tried again a few times later, but encountered the same result. Consequently, I gave up.

However, It happened again this week with the same kind of response when I asked how I could assist my client. What's wrong?

[TheVintagePineapple]

@PetsArtCollection  What was the message from ''genuine customer'' asking you about? Because they were having trouble completing a purchase?  Asking about an item of yours without actually naming the item?  Or a simple ''hello''?

If so, it could be that Etsy already identified it as a scam/spam/phish account, deleted their account and that could be why you cannot respond.

[PetsArtCollection]

Hello @TheVintagePineapple, The "guenuine customer" just say Hello with a link to one of my product, without any comments or questions.  Come to think of it, this might be a bit fishy...

Meanwhile, I received a response from Etsy support. It turns out that the error in the first instance occurred because the user had been suspended. As for the second issue, the email disappeared from the inbox.

Nevertheless, they assured me that my account was in good standing and I shouldn't have any problems replying to future incoming messages.

Everything seems okay now.

Thank you for responding.

[FabioMcMustache · Accepted solution]

Looks like it was a false flag, and your messaging should be restored now.