Messaging

[TheNatureofPaper]

I received a help request from a customer as an order I had posted hadn’t arrived, which I responded to and have resolved by sending a replacement. However the same message came through in 2 separate threads, which I believe shouldn’t have happened as messages from the same customer should be merged into the same thread and as I only responded to the first message this is now impacting on my star seller rating. Any ideas how this can be resolved? 

[CappuccinoLace · Accepted solution]

A help request always comes through as separate, and is never combined with other standard messages.

[JJewellerySuppliesUK · Accepted solution]

You can mark the extra one as spam and your score will go back up.  However, this will also mean that any future correspondence with this buyer will automatically go to spam too.  The star seller bots don't make judgements on whether a message is a duplicate or sent from Mars, you need to answer each and every single one to get the purple star. 

[ModFabio]

Hello, and welcome to the Etsy Community Forums!

We suggest using the Forums' Search function prior to posting (just be careful to not bump an old thread that hasn't seen any activity in the last months/years), as questions regarding the Star Seller Program have been extensively covered by our fellow members since its launch, as well as our official Star Seller Guide, which contains in-depth answers to some of the more common questions regarding Message Response Rate, Shipping, Local Pick-Up, Digital Orders, and other topics. You can check it out here:etsy.com/starseller.

Having said that, and since this thread does not pertain to a technical issue, it will be closed to prevent it from going off-topic.

Thank you!

---
If you have any questions about how the Community Forums work, please read our Community Policies.