Multiple messages from the same buyer- caused me to miss Star Seller?

[SweetforKindergarten]

Hi there, 

Not sure if this is where I should post- but I wanted to have someone look into my Star Seller status this month. I received two messages (back to back- one was a help request and the other was just a message containing the same message) from the same Etsy buyer. I replied to one and we went back and forth until the issue was fixed. I never replied to the other one because I didn't think I needed to. I got an email alert after the 24 hour period had passed telling me to reply to that message, so I did. I didn't realize I would lose my Star Seller status because I only replied to 1 out of the 2 messages sent from the same buyer. Can this get overturned because I clearly helped the buyer within the 24 hour timeframe. 

[DragoninKnots]

Etsy does not offer any sort of Star Seller forgiveness. You have to reply to each message thread at least once, even if they are duplicates.

[WitticismsRus]

Etsy is pretty clear that you need to reply to all initial messages in each separate individual message thread.

Copy and paste from the Customer Service Stats/ Star Seller page in shop manager-

"What happens if I'm getting messages from the same user in multiple message threads?  If messages are appearing in separate threads in your inbox, then as it stands today you’ll need to respond to the initial message of each thread. One idea to help mitigate this in the interim is to set up an auto-reply or to create a Saved Reply for multiple messages from the same user that don’t need individual responses."

The Help center article is also pretty clear here https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling

[bradgoodell]

If there are 2 message threads, answer both.  Sorry.  Etsy doesn't make exceptions for what they consider to be seller mistakes.

[ChillwolfArt]

Hi, Last year a Customer purchased, asked a question, then later sent a Help Request to ask the same question. I felt kind of silly saying, "Heading on over to your other Message" (regarding the same thing). But that's the way the SS Metrics work. And just so you know, if you receive a Message from a Seller whom you are friendly with ("How's it going"?, for example), it counts the same way. You are not the Initiator of the Message, so you must Respond or Mark as Spam.

Hope this helps.