Message Response Issues

[CowboySpatulaCompany]

There is an issue with the message response process.

If a customer creates multiple help requests and messages for 1 order they are not lumped into 1 thread.

Instead they are all treated as unique.

And if the Seller or Buyer clicks on the "reply" from email or app pop up it does not necessary reply to the message. It seems to reply to the latest/most recent communication by default. This creates a very confusing environment for not only the seller but the buyer. As the communication gets scattered on multiple message threads.

If the customer is responded to for the same order within 24 hours shouldn't that count? Isn't that the whole point and spirit of the rule?

The "support" advice is to create an "auto-reply". This certainly goes against the whole point of "good customer service". An auto-reply is the exact opposite of good customer service. Surely that is obvious. 

Some logic is clearly missing here. I'm not sure that I will get anywhere with this as it appears the support process is too automated at every level to get to a person with agency to address these matters. My only choice is hoping leaving a 'very dissatisfied' rating gets to the correct people who can actually take time to comprehend the issue and make their service better.

[BagmakerSupply]

@CowboySpatulaCompany: Notwithstanding glitches and some inconsistencies, "regular" Messages are appended to (or create) the default thread. "Help Requests" ALWAYS start a new thread because they also start the clock ticking on opening a potential case against the shop. Multiple "Help Requests" will spawn multiple new threads.

Whatever Etsy does here, someone will think it is wrong. At one point in time, you could start multiple new threads to the same account, very helpful if trying to conduct multiple conversations about different topics. Then in response to all of the Star Seller complaints a default thread was created. Undoubtedly if Help Requests were added to the default thread there would be tons of complaints that a shop could not prevent a case being opened because the Help Request was buried in the default thread and there would not be specific proof that the Help Request in question was actually replied to.

And Etsy has been clear that the FIRST message of a EVERY NEW incoming thread must be replied to (or marked as spam) within 24 hours for Star Seller

[CowboySpatulaCompany]

Thank you for the very thorough and clear reply. I appreciate that.

However, should there not be an appeal process of some sort?

Where it would be easy to check that a buyer created multiple threads all on same topic and it was handled/responded within 24 hours?

It isn't rocket science and an easy/quick thing to check for support.

The current 'analysis' by support and even escalating is to just look at the percentages with no depth. 

I suppose I am reduced to creating an auto-reply. Perhaps I can model it on the auto-reply we get from support. That always makes me feel great and well served when I get those.

[dippeldiundscribble]

@CowboySpatulaCompany 

Etsy has been pretty clear about the requirements and what they expect from sellers.

Go to your Star Seller dashboard (Customer Service Stats) and scroll down to the FAQ section.
https://www.etsy.com/your/shops/me/customer-service-stats

Frequently asked questions -> Messages -> What happens if I’m getting messages from the same user through multiple message threads?

If messages are appearing in separate threads in your inbox, then as it stands today you’ll need to respond to the initial message of each thread. One idea to help mitigate this in the interim is to set up an auto-reply or to create a Saved Reply for multiple messages from the same user that don’t need individual responses.

[dippeldiundscribble]

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@CowboySpatulaCompany 

I suppose I am reduced to creating an auto-reply. Perhaps I can model it on the auto-reply we get from support. That always makes me feel great and well served when I get those.

It seems a bit unprofessional to take your frustration out on your (potential) customers. 

I wrote this in another thread:

„If the automatic response does not lead to a high-quality response, this is the fault of the seller and not the tool.
Do you know that you can create your own text so that the automated message does not appear impersonal? Use it to add info. For example, when you will get back to them.“

More info here:
How to use auto-replies and saved replies

[BagmakerSupply]

@CowboySpatulaCompany: Totally understand your point, but for once I can also understand Etsy's point of view - the manpower requirements for manual reviews could be horrendous and that is probably why the blanket rule about replying to the first Message of all new threads (or marking it as spam) regardless of who sent it or what it contains, and also the declaration that statistics will not be manually adjusted. Unless I misunderstood your original post, there is nothing to appeal.

If there is an actual error in the underlying data then Etsy has been able in some cases to fix it and in that case the statistics will auto-update.

Even before there was Star Seller, when we get the multiple threads about the same issue, we just do a 'See our reply on https://www.etsy.com/messages/[##MESSAGE_ID##]' reply.