Message reply bug

[TealCatCreative]

I received a message from a customer.  I replied to customer within 2 hours.  When I went to look at my messages this morning, it threw my reply into a different thread and now states that I did not reply withing the 12 hour window.

Could be possible bug with the upcoming thread merging changes.

[NanaLetha]

Could be

[ArtDollsbyJD]

Could be?  If you are concerned over the star seller, check the CSV to see what it says.  

You can contact Etsy if it is an error especially if it attached to the wrong message.  

[HtoHdesign · Accepted solution]

Hey There!

The new change on the messages that will combine the message of a member to a single thread takes effect July 1st. The only exception to the single-thread rule is when a buyer reaches out via the Help With Order flow, at which point a new thread will be created and clearly labeled as such. You can learn more about this and some other exciting changes here.

Multiple thread messages before July 1st should have a reply within 24 hours.

To get a closer breakdown of your messages that were counted as late, you can download a CSV by going to your Shop Manager dashboard > Star Seller dashboard page > selecting the Message response rate tile > selecting the Export link next to Message breakdown.

Thanks!