Multiple messages from same buyer

[JandJsattic]

I mailed an item to a buyer that was delivered to a community business address. I confirmed that the item was delivered to the address but the buyer did not receive it (probably picked up and kept by a co-worker). In the spirit of good customer service, I refunded the purchase price. This involved 4 messages in what should have been a string. Etsy claims I took more than 24 hours to answer the second message (I dispute this but it could be true since I was busy confirming delivery with the post office and it was the second message in a string). I answered the third and 4th messages within minutes. Etsy is penalizing me for the second message and is not counting the subsequent messages giving me a response rate of 50%. This will cost me my star seller rating that I have maintained for months! This is not fair! Is there any way to get help on this besides complaining on the forum. I have chatted with customer service to no avail.

[dippeldiundscribble]

Mark the second message as spam. 

[bradgoodell]

Mark the 2nd set of messages Spam, and wait 24-49 hours, it should adjust.

[CraftyCornishMaids · Accepted solution]

Etsy separates out messages from "help request", as that starts the clock ticking, for a case to be opened,

I would never mark a customers message as spam, especially not a "help request" one,

you will not see any more correspondence from them, which could cause worse problems

[ExtremeCreation]

If I were done with the order...meaning the order has been fulfilled, refunded, canceled or whatever.. completed, I would send the message to spam. If I was not and still had something pending with the order, meaning still need some type of customer communication, then I would wait to spam that message. Just be sure to understand that if they want to purchase from you again and they reach out to you, you may not see thw message.