My star seller status message response decreased when a customer replied the next day

[MajesticElfCat]

Hello,

My star seller status "Message Response" decreased when a customer replied the next day.  It was to an ongoing conversation.  Can this ding to my response status be removed?  All other incoming messages have been replied to in a timely matter.

Thank you,

Amy w/MajesticElfCat

[NanaLetha]

Only you can fix it by replying or marking as spam.

[JimsLeatherSupplies]

If it was an ongoing conversation it should not have affected your rating at all.

(and I responded to the wrong person - sorry).

[GieseDeseiGns]

Unless they started a new message during the conversation

[BagmakerSupply]

@MajesticElfCat: Take a look at the applicable CSV file from your Star Seller page to verify which message(s) Etsy thinks you did not reply to within 24 hours. As mentioned, did the customer start a NEW THREAD (perhaps as a Help Request)?

[TonsOfPaper · Accepted solution]

Hello @MajesticElfCat,

We've double-checked your Star Seller, and we can confirm that you have on-going Help Request conversation with the buyer. However, they opened another conversation via normal messaging.

Please know that messages from the same buyer will now be consolidated into fewer threads. But when a buyer reaches out via the Help With Order request, a new thread will be created which needs a response separately. These types of message threads need to be responded to in 24 hours to be counted positively toward your Star Seller score. New threads will now have notification badges showing if a message is a buyer’s first time contacting you, or a new help with an order request. 

For more information about this, you may check out the Message Response rate section in this Help Article.

Thank you very much!