Star Seller Message Response Rate INCORRECT

[StampedbyMeredith]

I just looked at my stats for Star Seller status and it says I didn't respond to a message within 24h hours. I just looked at that particular message and I did indeed respond in less than 30 minutes! I have screenshots to prove this. I've been working really hard to earn the star seller badge and am discouraged with inaccurate data! Please help! 

[greenmia]

I had the same problem last month.  I responded to a potential buyer by using the "contact buyer" button instead of the reply button.  According to Etsy that didn't count as a response and even after I sent screenshots of my response they wouldn't change it.  Very frustrating.  

[TheRecipePreserve]

That makes sense. It's like starting a new email instead of replying to the existing one. A computer can't tell you meant to reply when you create a new email.

[StampedbyMeredith]

I wish they would do something about this... It's not fair!

[TonsOfPaper · Accepted solution]

Hello @StampedbyMeredith,

We've double-checked the message that has affected your Star Seller and it appears that the buyer has sent you messages via multiple threads (Help Request and normal messages). 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.

On the other hand, please remember that the evaluation for Star Seller begins, 90 days after your first sale on Etsy. Since you just opened your shop, this means that you have more time to establish your Star Seller.

Thank you very much!