Issue with Star Seller - Message Response Error

[NapaValleyBitters]

I'm confused. Why, as a Seller, would I be punished for purchasing a product within the Etsy community, offering a 5-star review for another Seller, and responding 48 hours after their 'thank you for the the 5-Star review message"? My response to them has nothing to do with my store, or my customers/potential customers. This must be an oversight/glitch in the data tracking. Please review immediately. Thanks

[NanaLetha]

Not a glitch. Read the criteria for messages responses. You either reply or mark as spam.

[audreytherese]

How would Etsy know the difference? If you're using the same account for buying as you are for selling, then it's all one message center, and all count. 

It's also been covered thousands of times. Please review the SSB program rules immediately. Thanks

[NorthEastStitching · Accepted solution]

It’s not an oversight/glitch.

If you read the star seller rules in clearly states 

What messages count towards the message response rate?

Your message response rate is based on just the first message in a conversation, not ongoing conversations. This means you just need to respond to the first message within 24 hours. This applies to messages both from buyer and seller accounts. Messages from Etsy staff do not count toward your response rate, and neither do messages that you mark as spam.

[NapaValleyBitters]

Thanks! I appreciate the response. That certainly explains my issue.

Nonetheless, the policy is not logical to me. In my opinion, Sellers are getting punished for a metric that does not show their ability or willingness to provide excellent and expedient customer service to their customers/potential customers with the Etsy-sphere .

[MOMandNoPOPStore]

Apparently,  the one criteria that causes problems with sellers.....  is the Message Response.  It keeps a lot of qualified people from the Star Seller Badge.  Etsy has heard everything and seems they just cannot get it to work right.   You can be cut short of the badge from 1 or 2 messaging errors.   Emailing or calling Etsy has not been something they can handle.   Do your best for the following months.   

[CraftyCornishMaids]

It's not difficult,

it is working correctly

respond to each new message thread. full stop.

they are highlighted in BLUE so you can't miss them, and they say you have to reply to them.

etsy will even link messages together from the same seller, as long as they are not from "purchase and reviews" as that is the message that starts the 48 hours before a case can be opened.... and it has to be responded to.

[NapaValleyBitters]

Many thanks! I appreciate the insight.