How to Send Messages to Buyers

As an Etsy seller, the Messages feature is the main way you can communicate with your buyers on Etsy.

To view your messages:

  1. On Etsy.com, go to Your account.
  2. Select the Messages icon.
Jump to a section:

 

How to reply to a message

To reply to a message:

  1. From Messages, click a message thread with a buyer.
  2. Type your response in the text box.
  3. Select Send.

When you reply to a message, you can use saved replies and attach files.

How to send a message to a buyer

If you need to contact a buyer about an order, you can send a message to them:

  1. In Shop Manager, go to Orders & Delivery.
  2. Find the order you want to contact a buyer about.
  3. Select the Message button on that order.
  4. Type your message in the textbox.
  5. Select Send.

How to attach files to Messages

To attach files:

  1. In Messages, select  the attach image button.
  2. Choose the file or files you want to attach. You can send up to 3 files of these types: .jpg, .gif, .pdf, or .png.
  3. Select Open.

The files can be up to 10,000 x 10,000 pixels or 100MB.

How to set an auto-reply for Messages

You can set up a temporary auto-reply for your messages. If you’re leaving your shop for a couple days, or will be slow to respond, you can use auto-replies to let shoppers know.

To set up an auto-reply:

  1. On Etsy.com, click Your account.
  2. Select the Messages icon in the menu.
  3. Select Auto-Reply.
  4. Toggle Auto-reply on.
  5. Enter your auto-reply.
  6. Choose how long you’d like to have your auto-reply on. You can have an auto-reply for up to 5 days.
  7. Select Save.

If a shopper messages you while your auto-reply is on, they’ll receive the message you set. If a shopper sends multiple messages, they’ll only get the auto-reply once.

If you need to set an auto-reply for longer than 5 days, consider putting your shop on Holiday Mode

Labels for Messages

You can label your messages to help keep them organised:

  1. From Messages, select one or more messages.
  2. Select Label.
  3. Choose a label from the list to apply it to your selected message(s).

To create a new label:

  1. From Messages, select one or more messages.
  2. Select Label.
  3. Type the name for your new label into the text box.
  4. Select Done.

Help request messages

A message may be labelled as a help request based on the buyer’s selected reasoning for reaching out to you. 

To view your help requests:

  1. Navigate to your Messages.
  2. Select Help requests.

This section is only visible if you have a help request from a buyer.

Spam, recycling bin, and permanently deleting messages

To report a message as spam, select it and choose Mark as Spam.

To move a message to the Recycling bin, select it and choose Recycling bin. The message will be moved to the Recycling bin, but will not be permanently deleted.

To permanently delete a message, go into Recycling bin and select it. Then select Delete.

What is the response time shown on my listing pages?

On listing pages, Etsy shoppers can see how quickly sellers usually respond to messages. This response time gives shoppers an idea of when they can expect to hear back from you.

How is my response time calculated?

Your average response rate is calculated by measuring the average time from when you receive a message to when you respond to that message. If you receive a spam message, or a message that doesn’t need a reply, and don’t respond, we don’t include it in your response time.

How do messages from my Pattern site work?

If you have a Pattern by Etsy site, visitors to your website can submit a message via a contact form.

You can view and manage your messages by selecting the Messages icon.

Learn more about Messages on Pattern.


Here are the answers to some common questions about contacting buyers:

If the buyer isn’t responding to a necessary question, like clarifying the personalisation they want or their delivery address, you have a few options:

  1. You can wait for them to respond. You’re safe to wait until the order’s dispatch-by date. If they don’t respond before then, you may want to cancel the order.
  2. You can cancel the order. If you can’t dispatch their order without their response, and you’ve waited an appropriate amount of time for them to answer, you can cancel the order.
  3. You can dispatch the order using the information you currently have. If you have enough information to make and dispatch their order, you can dispatch it as-is.

Make sure that all your communication with the buyer is within Etsy’s Messages system in case the buyer files a case against your shop.

If you need to contact a buyer about an order, you can send a Message to them:

  1. In Shop Manager, go to Orders & Delivery.
  2. Find the order you want to contact a buyer about.
  3. Select the Message button on that order.
  4. Type your message in the textbox.
  5. Select Send.

To reply to a Message:

  1. From Messages, click a message thread with a buyer.
  2. Type your response in the text box.
  3. Select Send.

When you reply to a message, you can use saved replies and attach files.

Etsy doesn't collect the buyer’s phone number. If you need the buyer’s phone number, contact the buyer over Messages. Let them know that you need their phone number to complete their delivery information for dispatch.

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