Multiple Threads with same customer and response time penalized

[BabyBohoCompany]

I had 2 threads with the same customer and was only chatting with them on one of them. Since the 2nd thread was left unanswered (because it was all resolved in the 1st thread), my response time is being penalized. 

[ChristmasIsLove]

Read the rules on your SSP dashboard. EVERY MESSAGE NEEDS A REPLY OR TO BE MARKED AS SPAM. That's been the rule since the program began (as has been stated here in Forums 1000s of times).

[SeasideRoseCreations]

That's how it works.

[NanaLetha]

Correct - it's working like it supposed to.

[CatsWhiskersCurios]

That's correct.  Read the star seller info in shop manager.  All the requirements are clearly set out there, and always have been. 

[anythinggoeshere]

If you want to be a star seller you have to follow all the rules no matter how you feel about them.  

[HazelsSewingSupplies]

Ho Hum.

I believe we have heard this story before.

[TheChequeredLily]

I'm sorry that happened to you. A similar thing happened to me a couple of months ago: a customer sent a barrage of messages, typing her entire message in the subject line of her convo - so I had to go to my email to view the entire message before returning to etsy to respond. She sent several messages without waiting for a response to the previous ones, so I lost track of which ones were responded to and which were not. I lost my badge for 2 months, but it is what it is. It's a terribly designed program and I don't care to put too much work into it. Hope you get it back next month.

[BagmakerSupply]

Just to clarify so people don't think they have to respond to every message and it will be a never ending loop: the FIRST message of a NEW thread must be replied to within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. If it is SPAM then it should be marked as such. Those have always been the rules. Etsy is now putting a blue text warning / advisory on those messages they consider to be a "new message".

[TonsOfPaper · Accepted solution]

Hello there,

Since all incoming message threads count towards your Response rate, we'd recommend replying to duplicate message threads with a response along the lines of "I'm responding to all questions in the original message thread." This will help to keep correspondence in a single thread. Just be sure to respond to each thread within 24 hours so that they count positively towards your score. 
 

We understand that multiple or duplicate message threads can be challenging to manage. To help with this, on June 30, 2022, we introduced a new-and-improved Messages experience that will start to combine messages from the same buyer into a single thread. You can learn more about that and some other exciting changes here.

Thank you very much!

[scavengerjo]

Your so should not create additional threads. My sales are down thanks to your robot. 

[scavengerjo]

This has happened to me too. I can't figure out how to fix it, since it is so difficult to speak with Etsy support