If you think my Star Seller score was calculated incorrectly

[BoldPrintStudio]

I currently have a message showing as not responded to within 24 hours. However, the message is from a customer who had already messagesd me multiple times in the last 48 hours. I thought the rule is you only need to respond to the first message within 24 hours?

How can this be fixed?

[LoopsandLatteCo]

Is it all in the same thread? 

If the customer starts a new message, each one has to be responded to within the 24 hour period, or marked as spam. If it's all in one thread, then I'm not sure why it would count against you. You'd have to reach out to support to have them fix it, if that's the issue 

[CraftyCornishMaids · Accepted solution]

you have to respond to each new message THREAD, they are highlighted in blue, so you don't miss them.

the "help request" messages are separated out, into a different thread, as they are super important to reply to, as they start the clock to be able to open a case

[cutebutton]

They may have sent you a help request which starts a new message.  Or they could have potentially messaged you when they were not logged into their account so it wouldn't be linked.  What I would do is mark the message that is standalone as spam and then continue to respond in the original message thread. 

[CraftyCornishMaids]

never mark a help request message as spam,

you really really have to reply to them

not replying to messages is key kicker for reserves, and I bet my bottom dollar, marking help requests, that come from the order, as spam, and not replying to them, is right up there on etsys reserve bot kick list

[BoldPrintStudio]

I've just checked and yes they had started a new message thread, but I had not noticed this within the app as the message content was just on-going and related to the other previous messages. 

How do you reach out for Etsy to review this? I keep going in circles with their Help Section.

[CraftyCornishMaids]

they won't review it, you didn't reply to the new thread, so you were dinged.

Etsy sends you here, because they won't review it.

[BoldPrintStudio]

Thank you CraftyCornishMaids, I suspected that'll be the case. Rather disappointing of Etsy.