Missing Customer Service Badge

[NaturalLightStudioUK]

In the previous review period I'm showing as 100% on time despatch with tracking and the current period also meets the Star Stellar target. My sales also met the threshold for the previous period when checked in Stats.

Also a question. Why am I penalised if a customer sends a message, then sends a second message much later in the day before I respond to either of them? The time to respond shows the time of the second message only. I am dinged for not answering the first message on time when it wasn't clear. I could have answered the first message sooner if I knew time was running out to answer it.

I lose a badge and it takes forever to recover. Customers get annoyed with generic auto replies, so I prefer to answer properly.

[HallelujahTree]

If a customer starts two message threads, I reply to one of them with a simple 'answered in our other message thread'. Not ideal but it's necessary if you wish to maintain your stats for star seller.

[NaturalLightStudioUK]

It is not a separate message thread...they send two messages in the same thread. So the time left to respond updates itself.

First message..Where is my item? Second message 4 hours later "nevermind, it has just arrived".

I respond within 24 hours to the second message. Get dinged for missing the deadline to the first message.

[Amaradorn]

You are missing the shipping badge and the reviews badge.

I see you had a couple of low star reviews in January - that's probably it.

Make sure you are checking stats for the previous review period. The stats you see by default when visiting the customer service stats page are for the next review period.

If a customer sends you message and then also sends a help request message - these are 2 separate messages (they do not get merged) and both need to be replied to separately.

[NaturalLightStudioUK]

"In the previous review period I'm showing as 100% on time despatch with tracking and the current period also meets the Star Stellar target. "

The customer messages are not separate, they are in the same thread.

[TabataShopStore]

I’m a new seller here and still figuring things out. Could you share any tips or experiences on how you manage to keep everything on track and hit those sales thresholds?

[MyOverstuffedAttic]

You need to start your own thread in the Critique Section.

You should not ask for help in someone else's thread.