Message Marked as Spam Counting Against Star Seller

[BricksByChay]

I have a message marked as spam counting against my star seller status and response rate. This has caused me to lose my star seller status which I've been told by support cant be restored even though I showed them the message was spam.

[SugarTaffySoap]

@BricksByChay   How did you know it was the spam message? Did you download your Message history and see that?

[HazelsSewingSupplies]

Was it by any chance a "Help Request"?

Always check that CSV file.

[audreytherese]

Help requests do not have the option of being labeled as spam. I believe this is because only actual customers can send you a help request, so since there is a valid order attached to it, they can't be ignored (sent to spam).

[HazelsSewingSupplies]

Good to know.

[audreytherese]

How long ago did you mark it as spam? 

[ArtDollsbyJD]

Marked as spam within the 24 hours or after?  What does the CVS say?

[CrochetByChay]

It wasn’t within 24 hours but usually it still gets removed. I mostly work through the app and you can’t mark messages as spam on there. It was an American charity begging for donations, and I am in the UK. It’s since been updated to show it’s spam but already counted against me for last month.

[audreytherese]

Correct, you can't mark as spam in the seller app (which is ridiculously stupid to not have that option there), but you can mark it as spam in the buyer app if you have that (for next time). 

And yes, unfortunately it can take a few days to update once you do, so has to be done at least a few days before the end of the month in order for it to be calculated correctly. Then SS metrics are only checked once on the first, so if it's not done in time then you have to wait a whole month (but at least you don't have to wait 3).