ETSY Star Seller - Message replies

[LisaMarieDesignsLtd]

I have lost my star seller badge which I was very surprised about as I am extremely hot on replying to my messages within 24 hours. I downloaded the spreadsheet and after looking at each message, it seems that I did reply within 24 hours via the customer order, but the initial customer message did not link to the order.

The 'new and improved message experience' where all messages are supposed to link to the order has not happened in these instances and I am being penalised for this. I have a spreadsheet I can send in for someone to look at?

[CraftyCornishMaids]

We are only other sellers, this is a sellers forum.

......

you have to reply to each new message THREAD, to the actual message

messages that come through "purchase and reviews" are separated into a separate thread,
this is because it's when the 48 hour clock starts ticking, for them to be able to open a case, so it is very important it is separated out

all new message threads are highlighted in BLUE, you need to reply to them

[LisaMarieDesignsLtd]

But the system says that each message a customer sends will be put on one thread and linked to their order. When I get the message, I click the 'order' button to reply via their order. This reply is then not being linked to their message which is an ETSY glitch.

[CraftyCornishMaids]

clicking on the "order" button, is not replying to a message thread

you need to reply to the message thread, in messages

[BagmakerSupply · Accepted solution]

@LisaMarieDesignsLtd: The "new and improved" system merely attempts to lump all new messages from the same account into a single thread - has nothing to do with attaching them to an order - and there are exceptions.

Help Requests always start a new thread.

If you are creating a custom listing based on a new thread, you still need to reply to the message.

Cancellation requests in a new thread must be replied to in the actual message.