Star Seller Message Response Rate

[ScottishFix]

There is something terribly wrong with the ETSY calculations. I see data right in front of me stating we didn't respond, yet I go to the message history and we positively did respond in under 24 hours, including in one case on the 4th of July!!

How can we be expected to overcome a software bug by ETSY and be happy when they refuse to correct that mistake? This is a real problem, it's well documented and it's terribly frustrating to not be able to fix it!!!! I'd like to know why this is considered customer service.

[BootifulLabels]

Did you respond to EVERY message received within 24 hrs, even duplicate messages?  If a buyer asks a question then realises they forgot to ask about something else and sends a new message, (as new buyers, unfamiliar with the Etsy message system often do) both messages need to be replied to  even if you have answered both questions in the first message, you need a quick reply to the second, just "see previous message" or similar.  Also, if you received any messages from sellers you purchased from, these also must be answered within 24 hours or sent to spam.  

Download the CSV file on the messages box in your Star Seller stats and it will tell you exactly which message(s) you missed, far easier than combing through your orders,  because not all messages are order related.

You may not agree with the rules but they have been clearly spelled out from the beginning, and done to death in these forums for over a year.

[BagmakerSupply]

There are so many threads about this ...  @ScottishFix you did not indicate if you are using an Etsy app or a browser for messages? There are reports that there are issues with the apps. The consensus seems to be to manage messages and orders via a browser not the app.

At least for the time being, it appears that marking a message as SPAM (even after the 24 hour deadline has passed) will cause your reply percentage to change in a day or two.

Just to clarify so people don't think they have to respond to every message and it will be a never ending loop: the FIRST message of a NEW thread must be replied to within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. If it is SPAM then it should be marked as such. Those have always been the rules. Etsy is now putting a blue text warning / advisory on those messages they consider to be a "new message".

[TonsOfPaper · Accepted solution]

Hello @ScottishFix,

After carefully checking in here, it appears that your buyer sent you multiple message threads(normal message & Help Request). Even though we started to combine messages from the same buyer, messages sent via normal message and Help Request will still be in different threads. Both of these types of messages need to be responded to in 24 hours to be counted positively toward your Star Seller score.

We recommend replying to 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. More information can be found here.

Thank you very much!