Star Seller Badge calculated wrongly.

[daldandala]

Hello,

I always reply obsessedly quick my customer's messages, but once when we were having an ongoing convo about a cancelation, etsy and my customer had an automatic messages and I got it in another line, it was the same customer but it appeared like a new message without reply. 

So, it was 1 unreplied message from 8, and I lost my Stat Seller Badge for this month. (It's not fair. )

That message is still unreplied, because actually it was the last part of our conversation. 🥴 Hope this "unreplied" message won't be a problem for the next month. 

[Former_Member]

The only way for it not to be a problem for next month is to mark it as spam.

[BagmakerSupply]

@daldandala  :  Keep in mind that a buyer may have more than one account and from Etsy's standpoint that is a different person. Besides, the metric is for replying to each new THREAD.  Etsy has been very clear and consistent about messages / convos from the very beginning of the Star Seller program. Just to clarify so people don't think they have to respond to every message and it will be a never ending loop: the FIRST message of a NEW thread must be replied to within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. If it is SPAM then it should be marked as such. Those have always been the rules. Help Requests always start a new thread. By the way, if you are creating a custom listing based on a new thread, you still need to reply to the message. Etsy is now putting a blue text warning / advisory on those messages they consider to be a "new message".

At least for the time being, it appears that marking an unanswered message as SPAM (even after the 24 hour deadline has passed) will cause your reply percentage to change in a day or two if the original message was within the current star seller period. But be aware that doing so may cause you to miss other messages from that account.

[ArtDollsbyJD]

If the buyer initiated a new message that was not in the original thread then you needed to reply to it or spam the message.  The system is working as it should. 

[TonsOfPaper · Accepted solution]

Hello there,

After checking in here, it appears that the buyer has sent you messages on multiple message threads. 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. 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!