Information/spam message GetResponse from Etsy Seller should not affect response rate

[ViridianBlueOcean]

Hello!

I have a question for you on the criteria for a seller response within 24 h on a message. In my case, for the review period June-August 2023, a message from GetResponse send on 30/07 was the reason for getting from 100% message response rate to 67%. It was not send from a buyer, so I didn't think I should something about as it seemed like information or spam to me. I think it shouldn't be counted into the review and affect my rating like that? I am a relatively new seller, btw. As I can understand Etsy doesn't make a distinction on the content of the message, as long as you click on it within 24h, to show that you read it, what about the reply on the case then?How do you reply to spam then?

Where should I adress the matter?

Regards

Madeleine

[NanaLetha]

You should mark as spam.

[CatsWhiskersCurios]

You either have to reply to every first message in a thread or you have to send it to spam - it does not matter who sent the message.  All the information on the star seller criteria are set out on the star seller dashboard in shop manager, so it would be a good idea to read them thoroughly so you understand what counts.  If you mark the message as spam now, your score may go back up in a day or two. 

[TBQSC]

“as long as you click on it within 24h, to show that you read it”

NOPE!  The SSP doesn’t work that way.  You must REPLY (or mark as spam) to ALL messages, or else you forfeit your SS rating.  

[BagmakerSupply · Accepted solution]

@ViridianBlueOcean: "It was not send from a buyer, so I didn't think I should something about" Almost everyone on this forum can sympathize with you but as it says right on your Star Seller page, you need to reply to the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. If it is SPAM then it should be marked as such.

If the unanswered new thread is not a Help Request, at least for the time being, it appears that marking an unanswered message as SPAM (even after the 24 hour deadline has passed) will cause your reply percentage to change in a day or two if the original message was within the current star seller period (but not retroactively). Note that subsequent messages from that account may go directly to the SPAM folder.