Inaccurate Message Response Rate

[KandMartistryUS]

Hello! I was directed to this forum in regards to my message response rate. I had a customer that accidentally ordered the wrong item and needed it cancelled. She did a help request (in which we did fix the issue), but I messaged her through another thread that we already had established. Because I didn’t “respond” to the help request thread, my response rate took a nose dive. I did respond and fix the issue, but not through that help thread. Is there anything that I can do to fix that? Thanks for any advice/help that you can give . Karen M

[audreytherese · Accepted solution]

All you can do is learn for the future that help requests messages are separate from the regular inbox messages, and they all require a response, a response to one does not carry over to the others. Same with if you added a message to the refund, messages in there do not satisfy the response requirement. 

[ArtDollsbyJD]

All new messages in the message system have to be answered.  That includes the 'help' message.  If you answer on another thread or do a refund and use that message area, they are not related to the new message.  They are not linked.

Etsy will not change anything. 

Just know in the future to answer or spam all new messages in the message system even if give an answer elsewhere.

[ShimmyBoutique]

Yes you can mark it SPAM & it will drop off in a day or 2. Also it has been this month anyway, adding back your Star Seller as well.