previous convos from a returning buyer have disappeared

[LePourquoiDuComment]

hello, I have a buyer who had ordered in Oct 2020, and ordered again this august. When I look at her 2020 order, to see if she had already given me her phone number for the customs form, all I can see are the august messages from this month on both orders. We might loose important informations if the newest messages delete the older ones. 

[CraftyCornishMaids]

I think you need to scroll up, they are all linked together now

[LePourquoiDuComment]

hello @CraftyCornishMaids , thanks for your reply, I wish this would work, but when I click on "see the whole conversation" the previous messages have been deleted. I canno't find any message from 2020 at all, even though scrolling up. 

[CraftyCornishMaids · Accepted solution]

That's not good,

not sure how that has happened, you could check "spam" or "trash" just in case

otherwise it look like etsy has tied itself in knots again

[LePourquoiDuComment]

there's nothing in my spam or trash. 

I was hoping someone from Etsy could tell me if it's a bug or expected.

May be they link "younger old" messages only ? Maybe 2020 is too old. 

But thanks and have a lovely day ! 

[BagmakerSupply · Accepted solution]

@LePourquoiDuComment:  While Etsy is appending "new" messages to an existing thread they did not combine all old threads. The message you are looking for may be in one of those additional threads from that buyer.

[PillowDetails]

I am not seeing where people are having an issue.  I look in "messages" - any new unanswered message is in bold, at the top, the most recent one still shows on the date it came in, and scrolling up shows all the convos back years.

If I click on a recent order, in completed Orders, there's a line to see previous messages, again, going back several years.  

Why am I not seeing a problem - I believe others are, but what's different?  Is it a test?  Different browsers?

[PillowDetails · Accepted solution]

@LePourquoiDuComment  Can you try searching your messages for the Buyer's name to see if any separate messages come up?

[LePourquoiDuComment]

@PillowDetails you are right, I had only looked into orders (I don"t have a line going back several years for this customer) but I have found all our old convos in "messages" looking with her name. Thanks !