Message count for Star seller

[CandelaBonita]

Dear Team,

I have an issue the Service Desk can‘t help me with. I communicated with a customer and she bought something in the shop. Due to an error from her side she requested cancellation and another chat opened with an automatic message. I refund the order and told her in the other chat. That seemed to influence the statistics, cause the refund message wasn’t answered and count into the star seller program. It reduces now our rating and and we would like it to be correct cause we were in contact with her and solved everything properly and reacted super fast. So please have a look here. For further questions please contact me.

thanks, Simon 

[PiecesOfMePaperCraft]

This is a seller forum. We aren't Etsy staff and can't fix the issue. You can go back and respond to the cancellation request with a quick message that says the cancellation has been completed. You can also mark it as spam. Marking it as spam might possibly adjust your Star Seller status for October, but we're close to the end of the month so that may not happen.

It's a good idea to remember that ALL initial messages that come into your Etsy inbox require a response or be marked as spam in order to count toward your Star Seller status.

[bradgoodell]

@CandelaBonita  This is the seller forum, you aren't talking to Etsy.  But we can offer advice.

If the buyer starts a NEW message thread, you need to respond to the new thread.  That is stated in the Star Seller rules, and Etsy is quite strict about it.  Contacting Etsy Support does you no good, the help desk cannot adjust it for you, so you will waste your time trying to get it fixed.  Sorry!

[BagmakerSupply · Accepted solution]

@CandelaBonita: As mentioned, even if Etsy Support or the Help Pages sent you here this is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).

It sounds like your buyer also opened a Help Request - Help Requests always start a new thread because they also start the clock ticking on a potential claim. As it says right on your Star Seller page, you need to reply to the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. 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. Etsy is now putting a blue text warning / advisory (blue banner on desktop, and a blue dot on mobile) on those messages they consider to be a "new message" but should semantically be called a "new thread".