Issue with Star Seller Rating in Messages Tanking after Buyer sent multiple requests for help

[StitchesnSprinkles]

I had a buyer send me multiple requests for help with an order. I responded immediately to the first one I got and did not see the other one until I read the email with it thinking it was another buyer help request until I noticed it was sent around the same time. This was about 24 hours after it had been sent. I checked my star seller stats today to find that it negatively affected my scores and cost me star seller status for next month. The buyer was not listening to my responses and kept urging me to give them a refund or resend the item personally even though the order was delivered and I had called and confirmed with USPS that it was delivered correctly as well. Is there any way to fix my star seller score as I did respond to the first request in a timely manner and I find it ill-fitting that a buyer can spam help requests and end up tanking your stats if you don't respond to all of them?

[NanaLetha]

Try going back and mark as spam.

[StitchesnSprinkles]

I did so today as I forgot that was a thing but I'm not sure if it will register it in time or at all by the Star Seller roll out for next month T-T

[TonsOfPaper · Accepted solution]

Hello there,
 

Upon checking in here, it appears that the buyer sent you messages via normal messaging and via Help with Order request. Please know that messages from the same buyer will now be consolidated into fewer threads. However, when a buyer reaches out via the Help With Order request, a new thread will be created. These types of message threads need to be responded to in 24 hours to count positively toward your Star Seller score. New threads will now have notification badges showing if a message is a buyer’s first time contacting you, or a new help with an order request. 
 

For more information about this, you may check out the Message Response rate section in this Help Article.
 

Thank you very much!

[UniqueGiftOrnaments]

Nope. You can try to contact Etsy, but I think staff has more important emails regarding problems with Plaid.

[StitchesnSprinkles]

I did try and they sent me here, unfortunately. Hopefully, they resolve the Plaid issue soon as well because I would be very angry if they withheld my funds because of tech issues still