Non-response glitch - Star Seller Response Rate

[LandDGemstonePassion]

I'm getting dinged this month. Firstly I don't receive that many messages, I do what I can to avoid issues and concerns being raised by shoppers. However last month I had a shopper send through a message in two parts, one after another. I sent my reply back to the latest message. I am getting dinged because I didn't respond also to the first message that came through. The shopper sent through the messages minutes apart. This doesn't seem right I can't get this corrected and will need to wait for it to wash through.

Any thoughts?

[Adorabilities]

We've always had to answer each new thread that comes in, not matter how many minutes apart they are. It's been that way since the beginning of the program. 

It's annoying to have to respond to messages when you've already answered the questions in them, but it's not a glitch. That's how the program is set up.

[LandDGemstonePassion]

Perhaps idiosyncrasy would have been more apt than glitch. Annoying in either case.

[GemRosaries]

I got dinged too for a separate issue - I buyer sent a thank you note through the “get help from seller” platform. It was just a thank you & I didn’t respond as it was over the weekend. Etsy knocked my rating in half, because I only had 2 messages since the new period calculated. That’s not correct - it wasn’t an issue and didn’t require corrective action, so I figured I could respond on Monday when back at my computer. Watch out for that - I wish there was a way to speak to someone directly for help on this…….. 

[w5wbfzaz]

Every message requires a response or a spam. It's extremely simple.

Your desire to manipulate someone into exempting you from a rule should worry you.

[CraftyCornishMaids]

@GemRosaries 

The "get help from seller" is very important, as that's when the clock starts the 48 hour clock ticking for them to open a case, and get a refund,
you HAVE to respond to those messages, which is why they are separate threads, and not mixed up with others.

[CarpetCollectionAU]

A simple "Please see my response in your first message" reply would suffice. Less than 30 seconds is, arguably, more productive time spent than the time it took you to write this post.

[TonsOfPaper · Accepted solution]

Hello there,

Messages from the same buyer will now be consolidated into fewer threads. However, when a buyer reaches out via the Help With Order request, a new thread will be created. 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!