Disappeared Message, but Impacted to Star Seller Score

[NurCoop]

I'm a seller. I have a chronology here. Let me expand:

1. September 29th:

• I got email notifications that said 2 new conversations from different accounts.
• I came across my inbox message, and I found nothing
• I contacted Etsy help support, and they said the account is permanently suspended and convinced me, that the messages won’t impact my messaging score
• I thought it was done

2. October 3rd:

• I checked my response score, and it dropped. After I downloaded the history, two messages that disappeared by Etsy counted as no response
• I contacted Etsy support again, and they said they want to do further escalation to their specialist and will email me - then I wait

3. October 7th

• I created a support request because the Etsy team didn't give me any updates. Including when I reached to the Etsy chat support, there wasn't any response
• The message suddenly appeared in my inbox, but only 1

4. October 11th

• Etsy replied to my support request and only replied something like: Just mark the message as spam if you think it's suspicious - something like that
• I reached out to Etsy chat support again. Report all the same thing, and they also suggested the same thing: mark the message as spam
• I did it for 1 message because the only one I could see was 1 message

5. October 20th - today

• I reached 2 times for Etsy chat support
• First, I asked precisely what message I hadn't found since September 29th. I attached the link and screenshots, as always
• They said the message had been deleted
• I told them that I didn't delete it. They suggest that I set up the auto-reply message. Which is something unfair
• I contacted again to ask if there is any further escalation for this case. Because it's unfair to the seller. I didn't delete the message, but it impacted us
• They said to share the problem here so a technical team can answer the problem
• Let's see how anyone can solve this problem

Thank you

[PrimFun]

You must have used chat?  They send sellers here when they have no answer.

If you used email then take that email and reply back about the service level standards.  Leave out the SS.  Ask them why their removal has impacted your service level standards. 

There isn't anything we can do here as we are just fellow sellers.

[BagmakerSupply]

@NurCoop: As mentioned, Support and the Virtual Assistant appear to be trained to send people to the forum as soon as 'Star Seller' is mentioned as they do not have the authority or ability to manually adjust Star Seller stats. It has been suggested to not reference 'Star Seller' when contacting support so your inquiry is not summarily brushed aside but focus them on the fact that the issue is a missing Message thread.

Based on other posts in this forum, it also appears that some responses (and advice) from support is incorrect because they either do not comprehend what the actual issue is or because they fall into the artificial intelligence (AI) failure where if you cannot find an answer you make one up (called hallucinating in AI).