issues Etsy Messages Not Received by Customers

[TurtleCrossingArts]

Hello, Problem with Etsy messages sent to customers. Issues beginning on Nov. 19th Several days now. Soon as I notice No response from Customer we are Needing information for Their Order.  I sent them email, for response from them to get their order correct & ship soon as can.

Customers email me back have noted they are Not Receiving Etsy messages. One customer said she is seeing Another Customers order on her Etsy Receipt. This is Concerning. (I have communicated this to E. Support.)

On Nov. 19th I tried 4 attempts to get Etsy Help as it gave me the run around to info that did Not concern my problem, & No Etsy Support Chat Tab available any longer. The Contact Tab goes back to Help & run around again... The Next day I tried Several Attempts for Etsy Help same run around; finally the did it help appeared? I clicked onto & responded. 

E. support has responded.

Unfortuntly our customers are still Not Receivng their Etsy messages. According to their emails I have sent for info. regarding their orders.

I can Receive customers Etsy msg's they are Not Receiving our E. msg to them.  I have noticed from some of their emails they have the new app  I do not know if this is part of problem?   

Please Fix Etsy messages so we get orders Correct & Ship soon as can for Happy Customers.  Happy Holidays!!

[DreamGreatDreams]

most customers don’t have their etsy account setup to let them know they have a message waiting so they might not have seen your message if you sent it thru the etsy system unless they happened to be on etsy when you sent it.

after a convo i send a regular email that says “i just sent you a message through the etsy messaging system, when you have a minute can you please log on to your etsy account and read and respond to my message?  i’m ready to ship your order as soon as i hear from you.” (or i can’t ship your order until i hear back from you”, or whatever the situation is).

just fyi - etsy will only consider a message through their system if there’s ever a problem with an order so you still need to send an etsy convo, but this makes sure the customer actually sees it.

i have all of the messages i send most often saved in notepad so i just have to go to their order, click on the drop-down next to their name, click on their email address (which opens email and begins a message to them) and then paste the message i copied from notepad. takes 20 seconds at most.

the exception to this is when a buyer checks out as a guest. then as i understand it, etsy conversations go directly to their email account.

[TurtleCrossingArts]

Our customers are telling me their Etsy messages are Not there. I get their Etsy msg's. they are Not Receiving their Etsy msg's from us. I am having to send emails to customers to get their orders correct information. 

Yes I understand when customers purchase as guest, or they don't have Etsy acct. [ I send E. msg & also email to guest buyer w/information how to get to their Etsy msg. & I note all received correct information on their order.] 

We have been selling online for 10 Years with Etsy. There is a Problem with Etsy msg's to customers when they don't receive it, & they are also seeing another customers order on their receipt.