@3DMarketStudio: No argument that some things should be more integrated, but unfortunately the Etsy rules are clear : you need to reply to the FIRST message of EVERY NEW INCOMING THREAD within 24 hours for Star Seller. 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.
"This should be addressed ASAP." Having designed systems like this in the past, the problem is how to know which message thread a cancellation should be linked to - particularly if the customer has opened a Help Request, which by the way starts the clock ticking on a potential claim. We often have multiple threads with the same customer and I can easily see the automation guessing wrong.
