How to Send Messages to Buyers

A Message is sent between two members on Etsy. As an Etsy seller, Messages are the main way you can communicate with your buyers on Etsy.

To view your Messages:

  1. Click the Your Account icon at the top of Etsy.com
  2. Click the Messages icon.

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. Click 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, click Orders & Delivery.
  2. Find the order you want to contact a buyer about.
  3. Click the Message button on that order.
  4. Type your message in the textbox.
  5. Click Send.

How to attach files to Messages

To attach files:

  1. In Messages, click the attach image button.
  2. Select the file or files you want to attach. You can send up to 3 files of these types: .jpg, .gif, .pdf, or .png.
  3. Click 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 the Your Account icon.
  2. Click the Messages icon in the menu.
  3. Click 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 48 hours.
  7. Click 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.

Labels for Messages

You can label your Messages to help keep them organized:

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

Spam, bin, and permanently deleting messages

To report a Message as spam, select it and click Mark as Spam.

To move a Message to the Bin, select it and click 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 click 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 clicking the Messages icon.

Learn more about Messages on Pattern here.

If you need to contact a buyer, you can send them a Message through Etsy.

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, click Orders & Delivery.
  2. Find the order you want to contact a buyer about.
  3. Click the Message button on that order.
  4. Type your message in the textbox.
  5. Click 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. Click 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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