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. On, click Shop Manager.
  2. Click Messages.

How to reply to a Message

To reply to a Message:

  1. From Messages, click a message 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 & Shipping.
  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 Choose.

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, click Shop Manager.
  2. Click Messages.
  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.

Folders for Messages

You will always have these Messages folders:

  • Inbox: Received Messages
  • Sent: Messages you send or reply to 
  • All: Where all your Messages - except for spam and recycling bin - can be found 
  • Spam: Messages marked as spam 
  • Recycling bin: Deleted Messages

Create folders

You can create your own folders to organise and keep track of your messages.

To create a folder, click on the checkbox next to a message you want to put in the new folder. You can also open that Message. Select Move and enter the name of a new folder in the dropdown menu.

Move the Message to an existing folder by selecting the box next to the Message. Select Move from the toolbar and then enter your desired folder name.

To remove a Message from a folder, click on the folder and select the Message on the left. Select Remove from Folder

Deleting a folder

Click the recycling bin icon that appears when you hover over the folder name. The folder will be deleted, but any remaining messages in that folder can be found in the All folder in the sidebar.

Spam, trash, and permanently deleting messages

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

To move a Message to the Trash, select it and click Move to trash. The Message will be moved to your Trash folder, but will not be permanently deleted.

To permanently delete a Message, go into the Trash folder 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 going to You > Messages.

Learn more about Messages on Pattern here.

Was this article helpful?

Still have questions?

Contact support