Messages not counted towards Star Seller status

[kcvintage816]

A buyer messaged us about dropping the shipping cost. If shipping was cheaper, she would purchase the item. We were drafting a response and the buyer purchased the item prior to our response. We corrected our response stating that we saw she purchased the item and sent it. When we looked later, the message never posted and it counted as a no response toward our star seller status. I assume it didn't accept/post the message since she purchased the item while we were in the middle of responding.

[BagmakerSupply · Accepted solution]

@kcvintage816: The purchase and message response should be unrelated. How long ago did this happen - new threads are not counted until the 24 hour reply window has passed. Have you looked at the applicable CSV file to see if there is some other new thread that Etsy thinks was not answered on time?

[kcvintage816]

It’s been over 24 hrs. I checked the message CSV file. There are only two messages, one that improves our seller rating and this one. We responded the buyer even though she had since purchased the item. We were only aware of the issue when we saw our rating and went to messages. We were completely unaware that the message didn’t go through. In  addition, her message needed no reply because she purchased before we could even respond.

[WhatsNewPussycat1]

Its a flaw within the star program if a buyer asks a question,but before you can answer it they purchase the item and you answer their question after the fact its chalked up as being late had it happen twice this month to me...

[kcvintage816]

Well, that needs to be fixed. Thank you for the info.