Email response rate

[JVargasPhotography]

Etsy claims I did not respond to one of my messages received, thus affecting my response rate.  I responded to the buyer directly (she is a friend) because she ordered the wrong print and did not know how to correct it.  She was panicked, so I researched the steps (being new to Etsy) and contacted her directly to tell her what to do.  Because I did not respond through Etsy messages they think I did not respond.

I had no idea this would affect my seller rating.  It's giving me an 80% response rate (4/5) due to this issue.

Can this be corrected in Etsy?  

To get to the 95% response level, I'll have to wait until I get 15 more messages and respond immediately, which I always do.

Thanks.

[Adorabilities]

Etsy would never know that you replied unless you did so through Etsy. You may be able to put your friend's message into spam to avoid having it count against you, but that doesn't seem right. Keep in mind that each message is only counted for three months, so it will drop off of your score soon.

[NoFrogsAllowed]

You can mark the original message as spam and in a few days your message response rate may be repaired.  Further messages from her on that thread might also go to spam.  

Because I did not respond through Etsy messages they think I did not respond.   Because you did not respond through Etsy, Etsy has no way of knowing that you did respond.  

[PrimFun · Accepted solution]

It's a hard way to learn but the information for star seller is located on the shop manager page.  All new messages must be answered or spammed. 

Wonderful photographs.

You may want to take some time to finish your shop.  About page and shop policies.  These are necessary for seller protection under the Purchase policy.