Old Messages Displaying on New Orders Instead of Help Requests

[Brightsmith]

This isn't a bug, but a request to change how messages are attached to orders.

A repeat customer made a new order yesterday. She's made three orders since August 2021 and has messaged to say she ordered the wrong size each time.

- Message 8/2021, Order One: I initiated message thread through the order page to confirm sizing.

- Message 7/2022, Order Two: Customer initiated new message thread through Help with Order button.

- Message 9/2023, Order Three: Customer initiated new message thread through Help with Order button.

A screen shot of I'm seeing on my newest order: https://imgur.com/f5ruvuz (note the dates)

The first, oldest message is the only one that shows in the order sidebar for all three orders when viewing from a desktop. It would be most useful to see only the newest help request thread attached to the newest order. Seeing an old message thread that only pertains to a past order causes confusion when the customer's orders are very similar and the customer has made multiple similar change requests. 

[BagmakerSupply · Accepted solution]

@Brightsmith: If we understand what you are saying correctly, you are suffering from the fallout of Star Seller. Because of all the people who could not be bothered to reply to new message threads and then complained, Etsy decided to combine most subsequent messages into a single thread and that thread is the one that is shown with all orders. Help Requests are excluded from that combining. Other (new) threads can only be seen from the order by clicking on the UserName > Message History.

[Brightsmith]

So if we complain about this enough will this get changed too?

I'm not sure how combining threads and determining which message gets linked to new orders are connected, unless the suggestion is that this is a punitive measure for complaining.