Star Seller | Customers Sending Multiple Messages, Replying in 1 thread means we've not responded

[CGBGiftware]

We've been having issues this month with customers starting multiple threads within our messages, we have then responded to one thread to keep things simple and then Etsy has marked the other as not replied to. We're going to lose our star seller badge because of this.

We've also had customers order by mistake and asked for a refund, we've refunded and written them a message in the message section of the refund and again Etsy thinks we haven't responded.

Our response rate is actually 100% but because of these two things, we're at 92%.

[CappuccinoLace]

We've also had customers order by mistake and asked for a refund, we've refunded and written them a message in the message section of the refund and again Etsy thinks we haven't responded.

Because you haven't. A note sent on the refunded page is not answering the message. It's a separate system.

[CraftyCornishMaids · Accepted solution]

comments on refunds are nothing to do with the message system

You have to respond to each new message thread - in the message thread, once

It is highlighted in blue, you just have to do it.

If you have more than 1 message thread, on the convo system, it means they have contacted you through "purchase and reviews" too, this will also be highlighted in a pale orange/beige type colour, and says "Help request" - these are separate, and highlighted, as it starts the 48 hour clock before they can open a case, forget the star seller, this is massively important for customer service, and the bots to do an auto refund.