Messages not being merged

[TheDystrykt]

I did not receive my badge this month. I love the program, however I do stay on top of my business. I’ve got photos of the 3 out of 4 messages that were duplicates that I responded to and took care of within the 24 hr period. Of the 4, there was 1 that was my fault. But of the others, they were absolutely duplicates and the buyer started a new message. I look forward to hearing back from you!

[audreytherese]

Did any of them happen to be help requests? Help requests are separate and do not ever merge with your other messages. 

[ChillwolfArt · Accepted solution]

Sorry you got caught by this.  Yes, that is the way the SS Metrics work.  No matter how many separate Message Threads a Buyer starts, any time a Message is not Initiated by you, you must Respond or Mark as Spam.  You could say something like, "Heading on over to your other Message", for example.

You may receive a Message from someone who is not a Buyer.  It could be another Seller (perhaps about your Order). Or a friendly "Hi, how's it going"? Message.  You did not Initiate the Message and  those rules still apply.  Should someone say, "Hey, buy my gems 30% off" for example, I would Mark as Spam.

Hope this helps.

[ChristmasIsLove]

Duplicate messages are still separate messages, so both require a response or to be marked as spam. That's how the program works. The rules are explained on your Star Seller dashboard.