Message response time

[CuteCrochetBySarahB]

Hi, I have spoken to the standard Etsy team regarding the fact that a lady messaged me once on the app and once through the Etsy browser and I answered straight away but only one of the messages as I didn’t see both. Both messages are identical and from the same person yet I have been penalised as not answering one of the messages…   I have answered the message… I can’t see why it needed answering twice

I wonder if you can help further with this as unless I get lots more messages in a month this will drop my percentage below 95%

Kind regards

Sarah. 

[NanaLetha]

If there were 2 messages, you need to either reply to both or mark one as spam.

[ArtDollsbyJD]

She may have sent two messages?  What does the time date stamp say?  Are they within seconds of each other which would mean there were two.  If the same time stamp then one message.

If it was one message report it to Etsy.  

[vintageNCtreasures]

Star seller requires you have to answer ALL new messages.

If you got 2 exact messages from the same buyer, then you needed to reply to both of them.
Etsy has no way of knowing it was the same message or even from the same buyer.
The program only sees a new message and if replied to or not within 24 hours.

You could have replied on the 2nd message with "see other message".

If Etsy sent you to the forums this is not a way to contact Etsy since the forums are just other sellers.
Etsy won't help since this is how the program has worked for 3 years.

More info on the help pages:
How to Become a Star Seller – Etsy Help

[BagmakerSupply · Accepted solution]

@CuteCrochetBySarahB: "I can’t see why it needed answering twice" Sadly the answer is because Etsy says so - especially if one of them was a Help Request (which always starts a new thread). For Star Seller you need 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.

[CatsBeadKitsandMore]

Set up auto reply. That way nothing gets missed.

[HandmadebyHeidiJayde]

Hiya, yes that happens to me sometimes, the best thing to do is always reply if in a different thread. Just copy and paste what you wrote on the p;der message.

[MerakiPlanners]

I had a perfect 100% score for my messages, I decided to listen to my therapist and take a day off from the shop to calm my anxiety from the low views, visits, orders, and no money coming in... of course, a message came in and I did not reply within 24 hours. Do you know what my score dropped to? 90%... over 1 message... I lost my 100% score that I had for months and months over 1 message. My average rating right now reads 5.0 for reviews and I have a 100% for shipping on time, yet when you look at my shop I only have the good reviews badge not the shipping on time, Why? I don't know, but I can see it on my end yet it is not being displayed in the shop. I have taken a screenshot of it. Will I be reaching out to Etsy over this? Why? What for? I'm so tired of all this mess that it has become. One message will not make me feel like I'm a bad seller, the customer is loyal, I answered her question, and the matter was taken care of. I lost my perfect reply score, it's ok. Will I try to do better? Answer faster? I will answer when I get traffic, visits, and orders as fast as bills come in. As of now, I will not stress about the Star Seller program any further. If it means that my shop will continue to get lost in search, fewer and fewer orders, less and less money coming in, all right then. As of right now, it tells me that no matter how much I try I will end up missing a badge or two or all, and for what I see the ranking or scoring of it all is not wrong just for me, but for others as well. Read customer reviews, and be happy within yourself that you are a good seller, if Etsy fails to see that you are a good seller over badges you do or do not have or miss then it is no wonder why so many good and already established sellers have left over the last years. 

[CraftyCornishMaids]

You have to reply to each new message thread in 24 hours, or mark as spam.

That's it,

if you are leaving your shop for a day or two, put on autoreply, it takes about 30 seconds

....

not the shipping on time, Why? I don't know, 

if you download the ships on time with tracking csv, from the "last review period" you will see which one/s etsy thinks was not shipped on time, or with valid tracking - they use aftership, so the shipping service selected, with the tracking number has to match with what is available on aftership

[MerakiPlanners]

I have downloaded the CSV. It reads Shipped on time - YES all the way down. Yet, as I mentioned before even though it states that I shipped on time and I SEE a 100% score on my dashboard I still did not get the badge for shipping on time. Either the 100% score is wrong even after reviewing my CSV file or the star seller is garbage for not updating properly. As far as not setting up an auto-reply, I did not think I had to since the shop had been dead, with no likes no favorites little to no movement, but since Etsy loves those weird random days in which it turns shops on and off well I guess it just so happens that the day I decided to take for myself was the day that Etsy decided to turn my shop on. 

[CraftyCornishMaids]

did you download the csv for the LAST review period,
the one shown when you go to stats says current,
you have to change to LAST

and there are 3 columns to check

had processing time - yes

tracking label date - needs a date in time

shipped on time - yes

... all 3 columns need to be completed correctly