Reply to message split affected star rating

[TygerLotusBoutique]

Client had inquiry / help request for missing item in November.  When I replied to client (Melissa) it split off to a second message chain and not under her original help inquiry. This is affecting my star seller rating. It is one message chain not two. Because of this issue I won't make star seller because of response rate.  I'm looking for etsy tech to fix this. 

Thank you,

Erika

[BootifulLabels · Accepted solution]

Etsy won't fix it, the rules say you must respond to each message within 24hrs.  Help requests always start a new message, you need to respond to both.

However, if you mark the unanswered message as spam now, it should (no guarantees) update your stats within a day or two, in time for the next badge calculation.  

[TygerLotusBoutique]

Thanks. I will try that. The tech issue is that there was only one message from the client which was the help ticket.  I did respond to that message chain, but my reply started a new chain. 

[TonsOfPaper · Accepted solution]

Hello @TygerLotusBoutique,

We've double-checked the message that you're referring to, and it appears that you've respond to the Help Request via order page. Please know that 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 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!

[TygerLotusBoutique]

Thank you.