Lost top seller because of questions

[GalleryREEDIGRAF]

Hello,

A buyer ask me to cancel his order. I cancel it and send him a message. But I didn’t do answer to his message and because of this I lost my top seller …but I answer him !….

[CappuccinoLace]

A message in the box on the refund page, it not a reply to a message.

It's separate.

You must answer the message, for example "hi, I'll sort that now for you" and then process a refund.

[BagmakerSupply · Accepted solution]

@GalleryREEDIGRAF: Almost everyone on this forum can sympathize with you but unfortunately Etsy does not make it cleat that cancellation requests in a new thread must be replied to in the actual thread - replies using the cancellation form do not count as a response.

The Star Seller metric is that the FIRST message of a EVERY NEW INCOMING thread must be replied to (or marked as spam) within 24 hours. Etsy is now putting a blue text warning / advisory on those messages they consider to be a "new message" but should semantically be called a "new thread".

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.

[anythinggoeshere]

@GalleryREEDIGRAF That is how it works.