Message response rate bug

[RainboWkidz]

Hello,

I responsed all the messages less than 24 hours this month, but a customer of me created a help request regarding shipping information 3 days ago and i resolved her issue by writing her a message instead of answering help request.

Now etsy's system thinks that i did not answered her message within 24 hours and i am missing star seller for a month.

Is there a way to prove it to etsy and get my %100 message response rate? well its kind of a bug, Technically i answered the message within 24 hours and resolved the issue.

Thanks

[RainboWkidz]

I double checked the forums and there are some people had the same issue. A proof of the message response to the etsy staff should solve the problem.

Technically the message has been replied but via normal messaging...

[CraftyCornishMaids]

You have to reply to the help message,

Etsy says you have to reply to each new message thread, and they highlight them in blue.

You didn't answer, in time, to that message thread, so you were dinged

Technically you didn't answer that message thread, and the bots checked it, Etsy won't change it

[RainboWkidz]

It's really sad to lose a star seller badge because of that.... There should be a way to prove it to etsy staff and get the badge again

[CraftyCornishMaids · Accepted solution]

@RainboWkidz 

You didn't do what etsy says to do,

etsy does NOT say respond to each customer

They say respond to each new message thread at least once, within 24 hours, and they highlight then in blue.

The "help request! message thread is very, very important, as it's the one that starts the clock ticking for a case, if you don't respond to that, and they open a case, etsy refunds.

You have to do what etsy says, and respond to each new message thread in 24 hours, that's your proof

[dippeldiundscribble]

@RainboWkidz 

Go to your Star Seller page and scroll down to the Q&A section.

https://www.etsy.com/your/shops/me/star-seller

Questions? We’ve got answers. -> 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.

[RainboWkidz]

Let me explain what happened, A customer created a help request and was asking about shipping updates, i clicked her name and went to orders section checked the shipping status and clicked on Mail icon to write her a message. 

Instead of replying Help request i have sent a direct message and resolved the issue. Unfortunately, lost my star seller badge.

I have contacted and reported it to Etsy team, If there is a help request related with an order, clicking mail icon should reply that thread. For me its a minor user interface bug.

[CraftyCornishMaids]

Etsy says you have to reply to each new message thread, and they highlight them in blue, so you can't miss them

going through the order, and contacting them there, doesn't count for star seller, it never has, it is not replying to a message thread

[RainboWkidz]

Thank you for the replies

[GlassyFields]

you can verify exactly which message Etsy is dinging you for by downloading the litte cvs file that provides details on the messages.

it sounds like you think its a message attached to an order - but it may be some other message.

Mark the message that you've been dinged for as spam. It will spot counting against your message response badge. Might take a few days to update the stats.