Duplicated Customer Question

[TheBestDressedBaby]

On September 14, 2022, a customer sent a message saying she couldn't download her purchase.  I responded immediately and resolved the issue quickly by sending her pattern to her by email.  Two days later, I got a message from Etsy saying I had not responded to her help request.  Seems she sent two messages with the same question.  I say only ONE.  It wasn't until I got the warning from Etsy that I knew about the first one.

It is my understanding that Etsy is combining duplicated messages, but this did not happen in this case.  As a result, my response rate has dropped from 100% to 90%, which means I will not make star seller in October.  My question is, can I mark the duplicated message as spam?  It certainly is not wanted, nor needed.

[Former_Member · Accepted solution]

can I mark the duplicated message as spam? 

Yes.  It may take a day or two for your score to go back up.

[TheBestDressedBaby]

Thank you!  I will do that.

[BagmakerSupply · Accepted solution]

@TheBestDressedBaby: Multiple messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread, but Help Requests always start a new thread.

As mentioned above, at least for the time being, it appears that marking an unanswered message as SPAM (even after the 24 hour deadline has passed) will cause your reply percentage to change in a day or two if the original message was within the current star seller period. But can you mark a Help Request as spam?