Message Reply Error

[VintageSolitaires]

Hi,

When I pull up my message reply stats excel file, it shows that I did not reply to a message on August 6th to "Cortni". When I pull up my messages, I did quickly reply to Cortni, but it started a new message thread for some reason. This will knock me out of Star Seller for Oct which will have a huge impact on my sales. How do I get this fixed? 

Thanks,

Kelly

[BagmakerSupply]

@VintageSolitaires: A thread you start should never count toward your Star Seller stats. Is it possible that "Cortni" messaged you twice, once as a Help Request? Help Requests always start a new thread (because it starts the clock ticking on a potential claim) and need to be replied to even if they are a duplicate of another message thread.

You can try marking an unanswered message as SPAM (even after the 24 hour deadline has passed) and if successful your reply percentage will 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.

[VintageSolitaires]

Hi,

Cortni did message me through a help request. She asked for an order to be canceled. I canceled the order and then messaged her that it had been canceled. When I messaged her, it started a new thread and therefore did not get counted against the help request.

Thanks,
Kelly