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 on Etsy.com:

  1. Go to Your account.
  2. Select Messages.

To view your messages on the Etsy Seller app, tap Messages.

Jump to a section:

How to reply to a message

To reply to a message on Etsy.com or the Etsy Seller app:

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

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. On Etsy.com, go to Shop Manager, then Orders & Shipping. On the Etsy Seller app, tap Orders.
  2. Find the order.
  3. Select the Message button on that order.
  4. Type your message in the textbox.
  5. Select Send or tap the Send icon.

How to attach files to messages

To attach files:

  1. Select the Upload image icon in the text box.
  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 Send.

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

How to use auto-replies and saved replies

When auto replies are enabled, your shop will automatically respond to a buyer’s message with a pre-written response of your choosing. This can be helpful for when you’re away from your shop and can’t reply to messages immediately. 

Using saved replies gives you a library of responses you can use to answer frequently asked questions from buyers without having to retype them, such as replying to questions about shipping times, or asking buyers for a post-purchase review.  

Using auto-replies and saved replies can be useful for saving time when responding to buyers, and can help make your shop’s communication more efficient.

How to use auto-replies

There are two different types of auto-replies you can set for your shop: 

  • Temporary auto-replies: This option is for when you’ll be away from your shop for a set period of time. Auto-replies are sent in response to messages you receive over the duration of time you select, from an hour to a maximum of five days.

    If you need to set an auto-reply for longer than 5 days in a row, consider putting your shop on Vacation Mode.

  • Weekly auto-replies: This option lets you set up an auto-reply schedule that repeats every week. You can select the days and times you’re available through the week to respond to messages, and any messages you’re sent outside of that availability will receive an auto-reply in response.

    In order to set weekly auto-replies, your available hours must be at least 8 hours long on the days you choose, and you need to select at least 4 days a week.

Both temporary and weekly auto replies are only sent in response to the first message a shopper sends you, and count as a reply towards your Star Seller messaging score. 

Auto-replies can only be managed on Etsy.com and not the Etsy Seller app.

  1.  On Etsy.com, go to Shop Manager and then Messages.
  2. Select the Auto-Reply button and choose Temporary auto-reply from the dropdown menu.
  3. Toggle Auto-reply on.
  4. Enter your auto-reply or select Use a saved reply.
  5. Choose how long you’d like to have your auto-reply on. You can have an auto-reply for up to 5 days.
  6. Select Save.

  1. On Etsy.com, go to Shop Manager and then Messages.
  2. Select the Auto-Reply button and choose Weekly auto-reply from the dropdown menu.
  3. Toggle Auto-reply on.
  4. Enter your auto-reply or select Use a saved reply.
  5. Select which days of the week you’re available to answer messages. Auto-replies will be sent on the days you don't select.The days you don’t select will be when buyers who message you will receive your auto reply. 
  6. Set your business hours when you'll manage your messages.
  7. Select Copy to all to set the same availability across all of the days you selected.
  8. Select Save

A new temporary auto-reply will override your scheduled weekly auto-reply. Your weekly auto-reply will send once the temporary auto-reply expires. 

How to Use Saved Replies

When using saved replies, you have the option to use pre-written messages created by Etsy, or make your own replies and categories.

Using a saved reply can also get your buyer a response in a timely manner, which can increase your chances of becoming a Star Seller.

  1. Place your cursor in the message textbox.
  2. On Etsy.com, choose All Saved Replies, or select one of the frequently-used replies. On the Etsy Seller app, tap Saved replies.
  3. Choose a category (like Shipping or Orders).
  4. Choose the reply that you’d like to add to the message.
  5. Fill in any placeholder text (like ‘[link]’ or ‘[time]’) with the necessary information.
  6. Choose Send or tap the Send icon.

  1. On Etsy.com, select a message from your Inbox in Messages
  2. Choose All Saved Replies below the message textbox.
  3. On the Saved Replies page, choose Add new.
  4. Choose Saved Reply.
  5. Type a title for the reply into the Title textbox.
  6. Type the reply into the Message textbox.
  7. Choose a Category from the dropdown menu or Create a new category.
  8. Choose Save.

Both Etsy-made saved replies and saved replies you’ve created can be edited by selecting the pencil icon next to the message, or delete it by selecting the trash can icon.

How to organize your inbox

Use labels to organize your messages and see help requests from buyers. You can also mark messages as spam and move messages to trash. 

Labels: 

Labels you apply to messages are visible from your inbox, as well as beneath the recipient’s information when reading a message.  

To apply a label or create a new one: 

  1. On Etsy.com, go to Messages and select one or more messages.
  2. Select the Label dropdown.
  3. Type the name for your new label into the text box, or select from the list of existing labels you want to apply.
  4. Select Done. 

Remove a label from inside a message by selecting the X next to it under the recipient’s information. You can also permanently delete a label from your list by selecting the trash can icon under Label from the inbox menu. 

Help Requests: 

If a buyer is having an issue with an order, their message may be labeled as a help request. If you receive one, the Help requests section will be visible in Messages.   

To block messages from a member and report it to Etsy, you can mark it a message as spam. Sign in to Etsy.com and go to Messages. Select the message and choose Mark as Spam. 

This prevents any further messages from that member and they will be unable to reply to any existing threads they’re a part of. However, members you’ve blocked can still purchase items from your shop.

How to delete messages

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

To permanently delete a message, go into Trash 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.

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

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

  1. You can wait for them to respond. You’re safe to wait until the order’s ship-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 ship 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 ship the order using the information you currently have. If you have enough information to make and ship their order, you can ship 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. On Etsy.com, go to Shop Manager, then Orders & Shipping. On the Etsy Seller app, tap Orders.
  2. Find the order.
  3. Select the Message button on that order.
  4. Type your message in the textbox.
  5. Select Send or tap the Send icon.

To reply to a Message:

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

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 shipping.

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