Buyer communicating on two accounts

[SecretTreasure11]

I had a buyer who after purchasing an item from my shop requested a refund and cancellation stating that they had not read the description properly.

They made the purchase on a guest account and messaged me on that account. However, they also opened another account with Etsy and messaged me a second time to ask for a cancellation from this second account.

I responded immediately and actioned a refund with a message on the account that had made the purchase. I did not respond to the other message as it looked exactly the same in my messages as the other one and I assumed a glitch.

Long story short, Etsy has penalised me in terms of my star seller rating because I didn’t respond to the second message on the second account within 24 hours.

How is this supporting sellers? 

[PillowDetails · Accepted solution]

Just mark the other message as spam.

[SecretTreasure11]

Ok! Will this affect the star seller rating?

Thanks for replying:)

[TheHomespunLoft · Accepted solution]

@SecretTreasure11 

sorry this happened. Try marking that one as SPAM as was said. The rules for star seller are clear.. You must respond to ALL messages within 24 hrs no matter who they are from or if they are duplicates. From a buyer or a seller- it matters not,. Putting a message into SPAM will not hurt your ratio for star seller. Try it now with that other one.. it might take a couple days to take.

[CraftyCornishMaids]

etsy says reply to each new message thread, or mark as spam, they highlight it in BLUE, so you can't miss it

they are not going to read every message to see if a guest has opened an account and has messaged from both, and they are about the same thing - that's our job 

[SecretTreasure11]

Thanks! I guess you live and learn. I have put it in spam and will keep my fingers crossed my star seller rating will correct itself.