Customer message goes to Spam and tanks my customer service rating

[LifestreamRelics]

Hi everyone,
I recently noticed a customer message that went to my spam folder, which now seems to have negatively impacted my Message Response Rate. However, I actually messaged the customer proactively and started a conversation before I ever saw the spam message.

So there are two separate message threads with the same buyer—one in spam, and one that I initiated (and responded to within 24 hours).

Could you please review and possibly remove the penalty on my response rate, since I did respond promptly (just in a different thread)?

Thank you so much!

[BootifulLabels]

Unfortunately Etsy will not make changes to the figures at the end of each month.  It is our responsibility as sellers to stay on top of all communications if we want the badge.  I check my spam folder daily (twice most days) to ensure the automated system hasn't mislabelled a genuine message as spam.  As someone who rarely gets the badge (not because I don't give great customer service, but because my shop is small by choice and I rarely make the minimum $value for SS), I can tell you, it makes zero difference to my shop.  

[LifestreamRelics]

Thanks for your response, I think I mislabeled my thread with star seller. I also only have a small shop but doesn't it affect the visibility? I dont know, I always reply super fast (because Im chronically online) so it really bothers me, it went down to 67% -,-

[JJewellerySuppliesUK]

This has been happening for quite a while where messages are sent straight to spam.  I guess it is Etsy's way of trying to filter out the scammers but it is bad news for the seller if it is a genuine message!   However, Star Seller is automated and the bots don't know if it is a separate thread or who it is from, nor the content of the message.  It just sees one that hasn't been answered and you get dinged.  Unfortunately, Etsy doesn't make adjustments to Star Seller.

[LifestreamRelics]

Thanks for your response, I think I mislabeled this thread with star seller. My overall customer service rating went straight down because I didn't see that message. Why a message from a buyer went straight to spam is also really weird to me. I always reply in ~2 hours so it really bothers me.

[CraftyCornishMaids · Accepted solution]

If you leave the one in spam, that was put in spam, it doesn't affect star seller

if you moved it out, mark it as spam today, and it won't be included in tonights calculation

[LifestreamRelics]

Oh noo Yeah that what happened then. Thanks for the information!

[BeJeweledByDEBORAH]

Unanswered messages that originate in your Spam folder do not impact star seller status.