Answered message shows up in the rating as unanswered

[LovelyBeachArt]

Please advise me why does answered message to a client doesn't show up as answered. In fact it hasn't been answered at all. It efected my Star seller rating. Thank you

[CraftyCornishMaids]

we can't see your data here, we are only other sellers.

Are you sure it wasn't a separate thread - you have to answer each new thread, not just each customer

[DesertChains]

Dd you answer the message in the same message thread? If not, then it doesn’t count.

[ARTandDecorations]

Yes that happened to me, but as it turned out the customer wrote me a second time from a new one so while i thought it was the same it wasn't.

[BagmakerSupply]

@LovelyBeachArt   :  You did not specify, but did you answer the message using an Etsy app? Reports in this forum would indicate that there are issues with the apps and the consensus seems to be to manage messages and orders via a browser not the app.

[TonsOfPaper · Accepted solution]

Hello @LovelyBeachArt,

After checking in here, it appears that the message that was unanswered was sent via Help Request but it was answered via normal message. Messages from the same buyer will now be consolidated into fewer threads. However, when a buyer reaches out via the Help With Order request, a new thread will be created. These types of message threads need to be responded to in 24 hours to be counted positively toward your Star Seller score. New threads will now have notification badges showing if a message is a buyer’s first time contacting you, or a new help with an order request. 

For more information about this, you may check out the Message Response rate section in this Help Article.

Thank you very much!