Close

Forgot your password?

Forgot your username or email?

Reopen your account?

Bugs

Bugs

Sign in to participate in this discussion.

Customers Not Receiving My Convo Responses

Bridgette avatar
Bridgette from PetalBlushLove 5:03 pm Jan 26, 2013 EST
I've had this issue before with an order and a claim was placed against me. I was wondering why I wasn't getting any orders after several people had convo'd me asking questions. I respond, then I would hear nothing back. I usually would hook at least 1 or 2 orders after a few convos from several different people.

It dawned on me that this might be happening again after one buyer sent me a convo just a few minutes ago asking if I received her 2 separate messages about my items. I did respond the next day and never heard back from her.

I probably lost several sales because of this. Please help!

15 Responses

janinebrasher avatar
janinebrasher 5:23 pm Jan 26, 2013 EST
Probably a dumb question, but are you responding to the convo on Etsy, or are you responding to the convo notification you receive in your off-Etsy e-mail?
Bridgette avatar
Bridgette from PetalBlushLove 5:27 pm Jan 26, 2013 EST
No such thing as a dumb question =)

I'm responding through the convos on Etsy and my Etsy app.
Bridgette avatar
Bridgette from PetalBlushLove 7:37 pm Jan 26, 2013 EST
Hello? Admin? Anybody??
Matt Quirk avatar Admin
Matt Quirk from mattdaquirk 11:38 am Jan 27, 2013 EST
Hi Bridgette,

It's extremely unusual for a convo to disappear. However, we keep the convo system healthy by checking out every report. Would you mind sending me a convo with some examples? Tell me the usernames of your customers, the general topics, and the date the convo was sent. I'll dig into the data and check for issues. Thanks!
Melinda avatar
Melinda from creativetilt 11:42 am Jan 29, 2013 EST
Hi, I seem to be having this issue too. I'm pretty new to actively selling. I had a sale in December that I sent my buyer several messages via convo and she didn't seem to be getting any of them because she asked a question I had already answered. I never got a response when I asked her if she was getting my messages, no feedback from her, nothing. Then yesterday I had a question from someone that has the potential for multiple sales, but it seems like the same thing is happening. No response even when I ask her to let me know she is getting my response because of my fear of this issue. That convo was yesterday 1/28 between me creativetilt and Jennifer Shultz. The other convo was was 12/10/12-12/17/12 with wenwallace. I would appreciate help with this.
Melinda avatar
Melinda from creativetilt 5:58 pm Jan 29, 2013 EST
Still no help here or through a help request. I tried communicating with potential customer through the contact on her own page and explained the situation and still no response. Looks like maybe I can't communicate at all.
Melinda avatar
Melinda from creativetilt 2:32 pm Jan 30, 2013 EST
Still no help. Anyone on here know how long it usually takes when you send a request for help as well as posting on here too? I haven't heard anything back either way.
Matt Quirk avatar Admin
Matt Quirk from mattdaquirk 4:30 pm Jan 30, 2013 EST
Hi Melinda,

I checked out both of those situations for you, and each side of the conversation has the same number of convos. That means everything that was sent was received. Beyond that, it's hard to say. It may be the member hasn't returned lately. It may be they are replying to the convo notification email (which goes nowhere).

So, I can't make communication with customers any less challenging, but I can at least assure you that the system is working, and I hope that helps a little. Let us know if we can do anything else for you. Thanks!
Melinda avatar
Melinda from creativetilt 10:24 am Jan 31, 2013 EST
ok, thanks for looking into it for me.

Unfollow username?

Are you sure you want to stop following this person?

Report a post

Thank you for taking time to help Etsy! Please note that you will not receive a personal response about this report. We will review this post privately...

Why are you reporting this post?

Any additional comments?

Edit Post

Edit your post below. After editing, the post will be marked as edited and the date & time of the last edit displayed.

Edit Reply

Edit your post below. After editing, the post will be marked as edited and the date & time of the last edit displayed.

Close

What is this?

Admin may choose to highlight awesome community posts that are friendly, answer questions, and offer informative links.

What does it do?

Highlighted posts are placed at the top of each page in a thread for greater visibility.