Star Seller Message Response Rate Error

[ByTheNook]

Hi - 

I suddenly have an "unresponded message", which I did reply to but it seems the app messaging app and the website tool were not in sync. I actually initiated the conversation, then the customer replied to me a thank you and that showed up as a "new message". When I didn't respond within 24 hors to the "new message" I got penalized. Doesn't seem ok. The messaging app should be synced no metter where I message from. 

Not sure how to address this, but my score should be at 100%.

Thank you for your help!

Daniela

[vintageNCtreasures · Accepted solution]

If you initiated the message did the buyer reply to that same message thread?

Or did the buyer send you a "NEW" message?
If they sent you a new message, then you had to reply to it.

[ByTheNook]

I guess the buyer opened a new conversation instead of continuing the old one. You're right :S