Star Seller Message Glitch

[OhHoneyChildCo]

A customer put in a "needs help" request. I messaged very quickly to address the issue and responded to the "needs help request". But for some reason when I look at it now, it looks as though I never helped with the needs help request but that I messaged separately in a new thread ( which I didn't do). How do I get this fixed? It will mess up my star seller badge.

[pennyemporium]

@OhHoneyChildCo: perhaps.... are you referring to the blue banner that reappears after you have received the green 'nice job' banner? this should dissappear after 24 hours.

even if you had a message thread previously with this customer, the "needs help" message will appear in a brand new thread.  you MUST reply in that 'needs help' thread, or it won't count as a response to the request.  

hope this makes sense....

[SilverandEarth]

I had this same thing happen today. A potential customer sent me an email five hours ago and I replied immediately. But it is still showing that blue message about replying within 24 hours.

When is this glitch going to be fixed? And is it going to count against my star seller status if it doesn't get resolved correctly?

[BootifulLabels]

When a customer opens a Help Request it has a 48hr window for the seller to respond.  In order to give sellers every opportunity to meet the deadline, the Help request results in a second message straight to your Inbox, in case you don't immediately see the Help Request.  You need to reply to that message for Star Seller, even if you have already actioned the Help Request.  It only takes a few seconds to reply with "I have actioned your Help Request"  or even just "All done, thank you".  

That said, there is a current glitch affecting some sellers where the blue "new message" prompt does not disappear even after the message is answered.  Etsy has assured us that it will not affect their Star Seller stats as the system will see a response to the message when it sweeps for SS activity.  If you believe it is penalising you, I suggest you contact Etsy now to try to get the stats fixed in time for the end of month assessment.

[SilverandEarth]

@BootifulLabels  Hi. Thanks for your response and help.

The message is not labeled as a help request. It's labeled as a "first message from a potential buyer". I have responded to her 2 x's ... yet it is still showing that blue message as if I never responded to her. The message doesn't show up under any other tab.

[BootifulLabels]

@SilverandEarth 

Yes, that is the glitch I was referring to in my second paragraph.  Etsy are aware of it and are (supposedly) working on fixing it.  They have said it will not affect SS, but as the assessment period is coming to an end for the next badge, if SS is important to you, you may want to contact them now to try to ensure it doesn't.

[OhHoneyChildCo]

Yes, I have reached out to them but it almost sounds like they arent gonna do anything to help me. I responded to the help section. There was no new thread in my messages box. But if you look at my messages box, it looks like I created a new message and randomly wrote a response to my customer there. I'm gonna be so sad if it negatively impacts my star seller because I did everything correctly.

[BagmakerSupply]

@OhHoneyChildCo: "... it looks like I created a new message ..." Keep in mind that only new INCOMING threads count for Star Seller, if you started a new outgoing thread then it will not affect you.

[OhHoneyChildCo]

@bagmakersupply I understand what you're saying. But what I'm saying is that my response was not counted in the "needs help" section. When I responded to the needs help section, instead of responding there (even though I DID), later when I looked at it, it now looks like I created a new thread to the customer responding to their questions INSTEAD of replying to the needs help section.

I did not create a new thread. I responded to the needs help section. But that is not what shows on my Etsy account today.