Replying to Message in new Thread

[TootsAndStitches]

Hello! I had a customer write me because she accidentally ordered two of something when she meant to order one. She was asking me to cancel the order so she could replace it correctly. I canceled her original order within 2 hours of receiving her message and then messaged her back via a new message letting her know I had taken care of her request and she was good to go. Well, my star seller badge was taken from me because now my message rate is 90% and not 100%. Because I replied via a new message I was punished and my badge removed. My message reply rate should be 100%. I’m not sure what to do and I feel like Etsy is being totally unfair with me! I received 10 messages during the “period” and replied to every single one within 24 hours but my message response rate is 90% because of one message being responded to within a new thread. If customer service is what we are striving for and I hit it 100% then why doesn’t my rating show that? Absolutely not right!!! 

[NoFrogsAllowed]

Etsy has no way to know that you replied to that message since you didn't reply to the original message, but started a new message thread.  Etsy can't read millions of messages in order to match them to other messages.  Besides, you probably don't want them to read your messages.  Also, if your buyer is also a seller, then they have to reply to your new message or mess up their own star seller.  

You can send their original message to your spam folder and maybe Etsy will change your score in a couple of days.

[maggiemaybecrafty]

We have to respond to the first thread in EVERY message, just as we have been told about a million times by Etsy and in the chats. Can you mark it as spam? Maybe that will help.

[CozyWarmCreations]

Some shops are setting up the "Automatic Reply" stating they will get back to you soon. Then it doesn't matter how or when you actually respond to the messages.

[TastefulArtisan]

On a browser there is a *blue line that let you know it's new and that you need to reply. Even if one wasn't familiar with the star seller program, it's right there, it's a new message. Doesn't matter who sent it. Spam, Customer, God...doesn't matter. Every NEW message. 

That said, I don't use the mobile version for anything more than notifications to my watch so I have no idea what indicates a new message on the app. Is it not there? Is that why there are SO MANY of these types of threads? That would actually make sense since it's almost always about losing a star for messages. 

Maybe someone who uses the app would have better info but for a browser, if there is a blue notice, you must answer. Even if it's from your cat.
(using "you" in the collective, not singling YOU specifically...I don't even know if you have a cat!)

-Maria

[TonsOfPaper · Accepted solution]

Hello @TootsAndStitches,

We double-checked the conversations you had with the buyer and it appears that your buyer sent you a message via Help Request. However, you responded to them via normal messaging. Please remember that when a buyer reaches out via the Help With Order request, a new thread will be created which needs a response separately. For more information about this, you may check out this Help Article.

Thank you very much!