Customer sent two messages…

[EBdrawls]

Hi, I’ve been a star seller for six months but just lost my rating. I think I know why: A customer asked me about a listing and I responded to her immediately. However I realized now that she sent the actual listing, which came through as a separate message. I didn’t realize it was a “message” and so I just responded to her actual text. She was very nice and has since bought the product from me, but it appears I lost my star seller rating over this. I’ve since responded to the listing message, but it’s probably too late. Is there anything that can be done?  My ratings average 5 stars and I’ve shipped every order on time. Thank you. 

[NanaLetha]

Try going back and mark as spam. 

[BagmakerSupply]

There are innumerable threads on this forum about answering messages. Etsy was always very clear that the initial message of a thread HAD to be replied to regardless of the message content. If you have not read it yet, take a look at https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling

[cutebutton]

I thought that part changed recently.  I think they are linking all messages together from the same person so not sure why the message the OP mentioned wouldn't be linked.

Maybe the message was sent prior to them changing it?

[BagmakerSupply]

@cutebutton: Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread, but I am sure that glitches happen. And Help Requests always start a new thread.

[TonsOfPaper · Accepted solution]

Hello there,

Since all incoming message threads count towards your Response rate, we'd recommend replying to duplicate message threads with a response along the lines of "I'm responding to all questions in the original message thread." This will help to keep correspondence in a single thread. Just be sure to respond to each thread within 24 hours so that they count positively towards your score.

Sellers are re-evaluated on the 1st of every month, so even though you did not obtain the Star Seller badge, your shop will have opportunities in the coming months. We understand that multiple or duplicate message threads can be challenging to manage. To help with this, we've introduced a new-and-improved Messages experience that will start to combine messages from the same buyer into a single thread. You can learn more about that and some other exciting changes here.

Thank you very much!

[EBdrawls]

Hi, just checking in on this since it’s been three months, I’ve responded to every message that I’ve been sent, and am at 100% and 5.0 on the other two ratings but I am still not a star seller.  I would attach a screenshot of my dashboard showing it but doesn’t look like that’s an option.  Can you please review?  I would say that while you do review things on a monthly basis, the period in question is a three-month period and you have to mathematically get above the threshold across that whole period, not just per month.  So when I rarely get messages (I had 7 for that period) it would have required 13 more people messaging me before I could have hit the 95% mark, something I have no control over.  Anyway, I appreciate the intent to push sellers to make quick contact and honor their customers, but there are some gray areas to consider as well.  

[ScottishWoodDesign]

I have just had a very similar situation, a customer messaged me and for some reason there was a glitch that meant I did not recieve the innitial message, they noticed this and sent a second message within 7 minutes, I responded 20 minutes later. The customer specifically said in the message "I dont think my first message sent" I can provide screen shots. I was marked as not replying within 24 hours when I replied within 20 minutes. Any app related glitches or splitting of customer emails are not my fault nor my responsibility. At the end of the day, the customers question was answered within 20 minutes, my record is impecable - has now dropped to 95% so I dont lose my score but I am still concerned that Etsy just defaults to "Thats how our system works so get on with it" - Well, I dont think thats how things should work, firstly I have noticed a messaging issue on many occasions where the message doesnt send (dissapears) yet later reappears, and have had 5 instances of customers messaging twice becuase their first message vanishes, I also have the same issue sending, it tends to occur when you email through the sale notification instead of directly via their profile. Usually I spot these, but I do not always spot them, this is clearly a technical glitch and messages from same customer should count as the same, but on 26/11/22 they were classed as seperate, 

[FabioMcMustache]

Hello!

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