Star Seller Message Response Rate

[RayofSunShineImages]

I had a customer write me two different messages. I answered both her questions on the one message and didn't reply to the other one. I didn't know this would impact my score since it was the same customer that wrote minutes apart. So now it shows that I have one message that got a reply after 24 hours. Is there any way to get this removed? Or does it stay until it falls off? How long is that amount of time if so? Thanks!

[vintageNCtreasures]

No you can't get it removed.
The rules are very clear and have been going on 2 years now, on your dashboard, help pages, a gazillion posts on the forums.
Every NEW message must be replied too or marked as spam.

You can mark as spam but I'd never mark a message as spam that wasn't spam.

You could have replied to that 2nd message, see other message.

[VintageRescueSquad · Accepted solution]

No, it will count against your shop for 3 months. Etsy has made it very clear that you have to answer every single new message.

[WitticismsRus]

The answer/info is right there on the Star Seller page in Shop Manager-

"What happens if I'm getting messages from the same user through multiple message threads?

If messages are appearing in separate threads in your inbox, then as it stands today you’ll need to respond to the initial message of each thread...."

[ZachaTen]

I had the same issue as RayofSunShineImages and had my star seller badge removed for not replying to messages from users who started two separate message threads.  Both messages were regarding the same issue.  I responded almost immediately to the first of the messages, while ignoring the seconds since I had already resolved the issue.  Etsy - please fix this.  Sellers shouldn't have to respond to multiple messages from the same user when the content is basically identical.  It's a waste of time and awkward to have to send a second message back to your customers when you've already resolved their issue with your first message.  I knew this may affect my star seller status when I didn't reply, but I didn't want to send a message to a customer that said "see other message" or "I'm only sending this reply because Etsy requires me to respond within 24 hours to keep my star seller badge."  Sellers shouldn't not be losing their star seller badges over a technicality like this.

[BansisArtMart]

I know, it's ridiculous. I always keep safe by responding to messages no matter the case. I am kinda paranoid- haha. But you should definitely contact Etsy because it is hurting your score- it is better to ask than never. Good luck! -Bansi

[BagmakerSupply]

@ZachaTen @RayofSunShineImages : How is Etsy supposed to know that both threads are about the same issue? Do you want some bot reading every one of your messages and guessing? How many threads would there be in this forum that "some bot incorrectly classified my message"?

Etsy is now putting a blue text warning / advisory (blue banner on desktop, and a blue dot on mobile) on those messages they consider to be a "new message" but should semantically be called a "new thread".

At least for the time being, it appears that marking an unanswered message as SPAM (even after the 24 hour deadline has passed) will cause your reply percentage to change in a day or two if the original message was within the current star seller period. Note that subsequent messages from that account may go directly to the SPAM folder.

[RayofSunShineImages]

I don’t think some people realize that there are new people on Etsy? I just started on here, it said if you have a question about your star seller post it in technical issues. Which I did since I couldn’t find customer service to just ask and get it removed IF THAT COULD EVEN HAPPEN since you know I’m new and not sure? Thank you to everyone that actually commented nicely with an answer. The message was about the same product so yes I assume in this world of technology they can figure out I wrote the customer about her issue in the second message and not get dinged 🤷🏻‍

[BagmakerSupply]

@RayofSunShineImages: Most of the people who post replies here are sellers who donate their time to try and help other sellers. When the same question is asked over and over again and a quick search of the forum would show the "solution", we can understand why sometimes the replies can seem abrupt. Yes, we know that Etsy Support and the Help Pages send people here. But as it says in the header of this forum this is a peer to peer forum, what they don't say is that it should not be considered a way to contact Etsy (although Etsy does sometimes read and reply to posts).

[FireHawkStudio]

I had a customer make a purchase, and then demand to cancel the purchase.  I responded and did cancel and refund within two hours - she responded the next day to say thank you.  It was all on the same thread, but since I didn't acknowledge her "thankyou", I have lost my Star Seller - FOR A PURCHASE THAT NEVER HAPPENED!

[Adorabilities]

If it's a new thread, you need to answer it. Most likely one of those was a "help request," which is handled as a separate thread.

[CraftyCornishMaids]

was the response message from the actual message thread, or did you respond in the cancel note, because that doesn't count.

[ModJose · Accepted solution]

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