Message marked as not replied to within 24 hours- Star Seller Ratings

[PaperPaintPixels]

Hi Etsy, I'm emailing to find out what I can do about an email that was marked as not replied within 24hrs.  A customer sent a message then sent and then sent through the link of one of my listings. I replied to the message well within 24 hrs but the link that was sent through separately by my customer seems to be counting as a new message stream.  I didn't reply to this and it has now counted against me in my Star Seller Ratings. This seems a bit bonkers and glitchy, is there anything I can do? 

[SeasideRoseCreations]

It's how the program works.  

It's not a glitch.

The info is in your shop manager for you to read.

[PaperPaintPixels]

Hi Seaside Rose Creations, Thanks for the reply- It's only strange as in my message inbox there is only one message stream from this customer, who sent two initial messages, one text and the other this listing link referring to her previous message. I replied to the text message within about an hour and didn't think anything of it as I thought it would count as replied. I checked my star seller stats this morning and noticed my messages were down 4% and wondered which message had caused the trouble. I downloaded the csv and clicked on the link to the missed message and up pops just the listing link which isn't in my inbox! I can only access it from this csv file.  Just seems a little glitchy to me, that its not in my inbox as a separate message stream. Any thoughts? , Kind Regards, Carolyn

[hopeandjoystudios]

Unfortunately Etsy won't fix any SS data. Just mark it Spam and it should come off your 3 month total in a couple days if it has not been too long. Not sure if there is a spam cutoff point. Answer every message. 

[PaperPaintPixels]

Thanks so much for the reply, that's a good idea, I'll have a look at it to see if I can mark it as spam- the only way I found this missed message was by downloading the csv file and then clicking the link to view which message I'd missed.  If you look at my message inbox, this listing link is in the same message stream as the message I answered!  It came through literally seconds after the first message and the messages were replied to within half an hour! Thanks again, Carolyn

[DaysofYoreTreasures]

@PaperPaintPixels 

It sounds to me like you did everything right. If the initial message from your buyer, plus their subsequent message that came through "literally seconds after the first message" were combined into the same thread, then your response within 24 hours should meet the star seller criteria.