Star Seller Email

[SnickerdoodleDIY]

If a customer sends a question, I respond, and then when they respond with thank you or something similar it comes in a “new” email. It looks like I never responded. Why is a “new” email being sent when they respond to my email? 

[BagmakerSupply]

Does the reply come with the blue banner announcing it as a new message / first contact? There is "new" (first message in a thread with the blue banner) and "new" (a reply within an existing thread that you have not read yet).

[NanaLetha]

Emails don't count for star seller only Etsy messages.

[FallenAngelBrass]

@SnickerdoodleDIY 

Not sure what you're meaning by "email," but we are required to respond only once in each new message thread.  We do not need to keep responding or get in the last word. 

[TonsOfPaper · Accepted solution]

Hello there,

Based on the information you've provided, it appears that you're referring to duplicate threads opened by your buyer. Since all incoming message threads count towards your Response rate, we'd recommend replying to any duplicate message threads with a response along the lines of "I'm responding to all questions in the original message thread." This will help to keep correspondence in a single thread. Just be sure to respond to each thread within 24 hours so that they count positively towards your score. Sellers are re-evaluated on the 1st of every month, so even though you did not obtain the Star Seller badge, your shop will have opportunities in the coming months.
 

We understand that multiple or duplicate message threads can be challenging to manage. To help with this, in June 2022, we’ll introduce a new-and-improved Messages experience that will start to combine messages from the same buyer into a single thread. You can learn more about that and some other exciting changes here.

Thank you so much!