My Star Seller was unfair removed

[LaceDentelle40]

Hello Etsy Support Team,

I hope you are well. I have maintained my Star Seller status for over a year by consistently delivering excellent service. However, I was removed from the Star Seller program this February, and I believe this decision may be based on a misunderstanding.

The issue appears to be related to a client’s inquiry that was sent via two different message threads. I responded promptly to one of the messages, but the other thread went unanswered for five days. Unfortunately, this delay seems to have reduced my performance score to 80%, despite the fact that I did address the client’s question in a timely manner through the other channel.

Could you please review this situation? I value my standing on Etsy and strive to provide the best service possible, so I would appreciate any clarification or assistance you can offer regarding this matter.

Thank you for your time and understanding.

Best regards,

[TheWestcountryWitch]

The etsy forums are just other sellers. Sadly all messages have to be replied to, other sellers have experienced the same and etsy is unlikely to step in and alter a persons star seller status. You can try, by opening a support ticket, but from what I have read on etsy, I don't believe anyone has ever actually had their star seller put back. 

[CraftyCornishMaids]

Etsy says you have to reply to each new message thread

You didn't

Etsy has done, exactly what it says it will do, they have bots that check, not people.

They are not going to hire people to read millions of messages a day, to find out is a seller made a mistake.

Treat it as a lesson learned, and make sure you reply to each new message thread, at least once, in future.
They highlight new message threads in blue, so it is easier for you to see them

...

this is a seller forum, not etsy support

[dippeldiundscribble · Accepted solution]

@LaceDentelle40 

Go to your Star Seller dashboard (Customer Service Stats) and scroll down to the FAQ section.

https://www.etsy.com/your/shops/me/customer-service-stats

Frequently asked questions -> Messages -> What happens if I’m getting messages from the same user through 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.