Issue with message response time

[LululilyPrintables]

I have been looking at my message response times and majority of them are fine. However on downloading the message stats it shows two messages on 6/23 from the same person to my store, the first message is dated 6/23 at 9.12 - I replied at 9/17.

The second message on 6/23 was a duplicate of the first message above - I did not reply again as I had already addressed this enquiry and the message was duplicated - I got dinged for this and my response rate went down from 100% to 83%!!

Should this be happening when I had already been in contact with the customer about the same enquiry.

[NanaLetha]

Read the star seller criteria about the need to reply to ALL messages.

[GieseDeseiGns]

All first messages, duplicates or not are still to be answered, you can mark the dupes as Spam now before the end of the month. The Bots don't know they are dupes or who they are from. This is supposed to change in July, that all messages from same person will be tog.  but I wouldn't hold my breath.

[thePaperFramer · Accepted solution]

That's the way it works. You have to respond to each and every one, or mark it as spam. Look through the threads and you see zillions of posts about exactly this same issue.

[TheGirlzFunShop]

I just found two messages from the same customer from yesterday and never got a notification on them. Messages are coming late and duplicated.  

[CatsBeadKitsandMore]

@LululilyPrintables  , Put the unanswered message in spam, it might not be too late. Maybe it will update in a few days and everything will be fixed. From now on any messages you aren't going to answer mark as spam. Otherwise answer every single new message you get even if it's a duplicate and already answered, That's how star seller works.

[TheGirlzFunShop]

Thank you! This is frustrating though

[LululilyPrintables]

Thank you all, I just did not realize that since usually I answer all of my messages in a timely manner.  Both messages came in so close together I did not realize the other one was there since we ended up with a thread of 7 messages. I have marked the duplicate as spam.

[SugarTaffySoap]

If you reply to every message or mark as spam you won't have to think about the messages going forward. 

[ModernMismatch]

This exact same thing happened to me. It is so silly. Gotta fix this!