Response to messages calculated incorrectly

[RavenswoodMetals]

Hi there - it appears that messages from other sellers, set to me as a personal buyer, are counted against my shop’s response rate.

This doesn’t seem like it should be the case.

[PlatypusDream]

It doesn't matter who you are receiving the messages are from.  Etsy doesn't read your personal information to find out.

You need to answer EVERY message.

If the Star Seller matters so much to you, learn the rules and abide by them.

https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller-

[TonsOfPaper · Accepted solution]

Hello @RavenswoodMetals,

The Message response rate counts initial messages in new threads from all Etsy members, both buyers and other sellers. In cases like this, you may want to create a Saved Reply in order to quickly and easily answer messages from other Sellers. Using a Saved Reply within 24 hours will count as answering the message. 

If the message you've received is not a spam message, it requires a response within 24 hours. If it is a spam message you can mark it as such and it won't count towards your score. Marking a message as spam will remove it from your inbox.

While it is not possible to retroactively remove this message from your score, I do understand your concern, and really appreciate you sharing your experience with me. I've gathered your feedback and will be sure to share it with the appropriate teams. 

Thank you very much!