Error in Etsy determining response rate

[MicroSeedBeads]

I had a seller this month who messaged me twice within a few minutes and I responded to his second message within the same day, so that my response which covered both messages occurred WELL within the 24 hour limit.  But Etsy won't give me credit for a timely response.  So, I have once again lost my Star Seller status for the same thing that happened a few months ago.  Same thing.

Please fix your system to accurately credit sellers for timely responses.  Apparently your algorithm can't recognize that two messages from the same person back to back need only ONE response, not two!

I have proof that I was within the correct time period, from the Etsy spreadsheet.  But since speaking to a person at Etsy is impossible, there's no way to get my score changed.  I tried that the last time this happened.

[ChristmasIsLove]

EVERY. Separate. Message. Requires. A. Reply. Read the Rules on your Star Seller Dashboard. It has been that way since the beginning of the program. It has not changed.

[hopeandjoystudios]

You have to reply to all First messages. Go back and spam that first one. They are supposedly bundling messages, but I don't think tha tis 100% rolled out yet? If you get 2 separate messages from the same buyer, you need to reply to both of them or spam one of them. Personally, I'd just reply "addressed in other message".

[SugarTaffySoap]

Mark as Spam so it adjusts before tomorrow.

[BagmakerSupply]

And keep in mind it is the first message of a thread. For example, Help Requests start a new thread. If a someone sends you a message from each of two different accounts it may be the same buyer to you, but to Etsy it is two separate threads and both must be replied to if they are the initial message. The new blue banner should help identify which messages are the initial ones that MUST be replied to.

[HtoHdesign · Accepted solution]

Hey There!

Starting June 30th, we combine multiple message threads between users into a single message thread for any messages received on or after June 30th. Messages received before June 30th will not be combined. The only exception to the single-thread rule is when a buyer reaches out via the Help With Order flow, at which point a new thread will be created and clearly labeled as such. Learn more about these changes here. 

If the duplicate message was sent before June 30th you need to reply within 24hrs even if it is blank or sent in error.

Thanks!