Message response calculation was incorrect

[KenzieJordyn722]

Per message history It shows I did not respond to a message when in fact I did respond.  

How do I get this fixed?  I lost my start seller for January due to this.  

[ExtremeCreation]

Try marking that particular message as spam and it should no longer count. However, you may now have to wait for the badge next month as its already the 1st.

[VintageRescueSquad]

They have repeatedly said they won't manually "fix" star seller stats. Try what ExtremeCreation said.

[TonsOfPaper · Accepted solution]

Hello @KenzieJordyn722,

We've double-check the message that you're referring to, and it appears that the buyer has sent you messages on a multiple message thread. But only one message thread received a response. Please know that messages from the same buyer will now be consolidated into fewer threads. However, when a buyer reaches out via the Help With Order request, a new thread will be created which needs a response separately. These types of message threads need to be responded to in 24 hours to be counted positively toward your Star Seller score. New threads will now have notification badges showing if a message is a buyer’s first time contacting you, or a new help with an order request. 

For more information about this, you may check out the Message Response rate section in this Help Article.

Thank you very much!