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[GIFTSANDCRAFTSWORKS]

I had a message from a customer which was sorted quickly and relied fast

after few days the customer messaged me to check about their order and I think I relied couple hours late but that’s an ongoing conversation and even if I was late on the reply it shouldn’t count as a late reply. For some reason it opened in a new message window maybe that’s why Etsy count it as new but it’s the same person and same messages 

now because of this I won’t have a star seller badge for next month which is infair

Can someone from Etsy help us please so we don’t loose on sales because of this glitch 

[NanaLetha]

Evidently the buyer opened a new message thread.

[HazelsSewingSupplies]

It's not a glitch.  That's the way the program works.  If it's a separate message it needs to be answered.

Isn't every new message highlighted in blue so that seller know they need to answer it?  Just asking, because mine are.

[ChillwolfArt]

Sorry you were hit with this.  That's the way it works though; Etsy won't adjust your Metrics.  If it's an ongoing Thread, doesn't count.  But if the Buyer started 1, 2, 3, new Threads (just as an example), because you are not the Initiator, you must respond to all Message Threads or Mark as Spam.

Hope this helps.

[BagmakerSupply · Accepted solution]

@GIFTSANDCRAFTSWORKS: Your buyer probably started a Help Request as their second message. Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread - but there are exceptions. Help Requests always start a new thread because they also start the clock ticking on a potential claim.

"Can someone from Etsy help us please so we don’t loose on sales because of this glitch " Unfortunately Etsy has said that they will not manually adjust Star Seller metrics. And in this case, no glitch. Almost everyone on this forum can sympathize with you but as it says right on your Star Seller page, you need to reply to the FIRST message of EVERY NEW INCOMING THREAD. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else.

It is probably too late for the August star and may not work if the unanswered thread is a Help Request, but it appears that marking an unanswered new thread as SPAM (even after the 24 hour deadline has passed) will cause your reply percentage to change in a day or two if the original message was within the current star seller period (but not retroactively). Note that subsequent messages from that account may go directly to the SPAM folder.