message replies disappearing?

[dlcgems]

I have had 2 replies to customer messages disappear on me in the last week. Both replies were made through the Etsy App on my Android phone.  When I reviewed my messages the next day on my PC, the replies were not there. This is going to absolutely tank my ability to achieve star seller status. I haven't seen anything like this in the 13 years I've been selling on Etsy. What the heck is going on here?

[BootifulLabels]

It is possible Etsy flagged the messages as spam shortly after you replied.  Check the spam folder and see if they are there.  If you responded on time, the messages being removed should not count against you.

[dlcgems]

The original message from the customer are still there in my messages folder. My replies to those messages are not. My replies do not exist!

[MissPussinBoots]

This happened to me once or twice in the past. I had to respond via my PC only and not use the app to get my replies to stick.

In one case, the customer got my reply, and in one case they did not.

I tried getting help from Etsy and they said they could see my reply messages on their end, could not duplicate the error, and it won't affect my star seller status. 

I lost my star seller status for 3 months - because I get few new messages - not enough to offset the 'missed' not-missed replies.

When I complained to Etsy about it, they sent me numerous copies of their Help Section on how to improve my customer service...

Sorry to hear it's still a bug and you are dealing with it. To  my knowledge, there is no 'fix' other than to reply on your PC as it seems to be app related.

[dlcgems]

@MissPussinBoots That's frustrating. I also don't get that many messages every month, so every message counts heavily in the average they use. It's going to take months to get my star seller status back because of this Etsy software bug. 

[BagmakerSupply]

@dlcgems: Unfortunately there are quite a few reports in this forum of replies made using the app 'disappearing'. The consensus is that a seller needs to check their shop for messages and orders at least daily via a browser -even your mobile browser- until these sorts of issues are resolved.

[dlcgems]

@BagmakerSupply  Glad to hear that it is a known issue. Wish Etsy would notify us if there's a problem like this so we're all aware of it. Somehow I doubt they're going to not let these affect our star seller status...Very frustrating. I'm doing my diligence in responding to all the messages that come to my shop from potential customers as quickly as possible, only to get sabotaged by poor application programming. Guess I'll uninstall the app and just use the PC from now on.