Message response rate

[ThreeFriendsFibers]

I somehow ended up with two threads with a customer about the same issue, and because I only communicated with her through one of the threads, my star seller rating went down. This doesn't seem fair. 

[NanaLetha · Accepted solution]

You must reply to all or mark as spam.

[BagmakerSupply]

@ThreeFriendsFibers: Whether or not is is fair, one thing that Etsy has been very clear about is that a shop needs to reply to (or mark as SPAM) 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.

[ThreeFriendsFibers]

I guess I didn't realize that. Thank you for the response. Take care. 

[LightbringerDesigns]

I agree, this is ridiculous - like if a customer accidentally starts a new conversation just to answer my question to them, no reply needed, I still need to reply to that?

[BagmakerSupply]

@LightbringerDesigns: Ridiculous perhaps, but if the customer starts a new thread, then yes, you need to reply to the first Message of that thread too.

Generally speaking, if a buyer does start a new thread it is almost always a Help Request which also starts the clock ticking on a potential case being opened.

[TreeTreasuresCanada]

I understand that Etsy started the Star Seller as incentive for sellers to provide excellent customer service.  In addition to the above, I encountered another rather ridiculous scenario.  This particular seller (not me) has the Speedy Replies designation.  I was interested in purchasing an item but had a question.  The seller immediately responded and indicated they would have a look and get back to me.  That was five days ago.   The seller responded quickly to the first message so they have the Speedy Replies badge.

[BagmakerSupply]

@TreeTreasuresCanada: Agreed that there are 'flaws' in the design and implementation of the Star Seller program. Have never understood how using 'auto reply' demonstrates a shop's good customer service either.