Incorrect scoring on message response rates

[YorkVintageTreasures]

I recently had a case where a customer bought two items a few days apart. Sadly both arrived damaged. The customer messaged me and I issued refunds immediately and answered all of her queries within a few hours, despite the time difference between the UK and the US. When the second items arrived damaged, she initially let me know by a second message string, but then continued the discussion about both items on the first string. I responded to every query she made, but the second chat string became redundant because she was conversing on the first. As a result my 100% perfect score has been trashed and my Star Seller rating lost.

I am told that Etsy will not correct the error in scoring, even though they can see that I dealt with all of the customer's queries with a few hours, never mind 24 hours. I was given a 5* review, despite the damage to the goods, so the customer certainly had no issues with my service at all! How do get this corrected?

[CraftyCornishMaids]

you only have to reply to each message thread once, and you have to do it through the messages thread

If you did not reply to the second message thread, you will be dinged.

It is correct scoring, you have to reply to each thread at least once, it's the rules.

[JJewellerySuppliesUK]

Star Seller is automated so if you didn't respond to the second thread then the bots just see an unanswered one and you get dinged.

How to Become a Star Seller – Etsy

[BagmakerSupply]

@YorkVintageTreasures: "... Etsy will not correct the error in scoring ..." Unfortunately by Etsy's rules, there is nothing to correct as they say that you need to reply to (or mark as spam) the first message of EVERY new incoming thread within 24 hours - especially if the new thread is a Help Request.

[dippeldiundscribble]

@YorkVintageTreasures 

Go to your Star Seller dashboard and scroll down to the Q&A section.

https://www.etsy.com/your/shops/me/star-seller

Questions? We’ve got answers. -> Messages -> What happens if I’m getting messages from the same user through multiple message threads?

If messages are appearing in separate threads in your inbox, then as it stands today you’ll need to respond to the initial message of each thread. One idea to help mitigate this in the interim is to set up an auto-reply or to create a Saved Reply for multiple messages from the same user that don’t need individual responses.