Star Seller Message Score reduced even though we actioned and responded to customer within 11.5 hour

[MakeAWishCandleCo]

Theres seem to be an issue with my Star Seller Message score, as we received a message on sat at 23:57, cancelled the order refunded and added a message to state the order was cancelled on Sunday at 11:33, so 11.5 hours after receiving the initial messgae, but you star seller system says we have never answered the message and dropped my 100% score to 88% score a reduction of 12% ! - Looking at the message box, it seems that even though your message system to now suppose to collate all messages to the same buyer together (as per the numerous banners within the Dashboard that keep popping up about the great enhancements) on this occasion it has started a new message thread to the same buyer, and therefore my score is been marked down incorrectly though no fault of ours - how can this situation be rectified please

[SugarTaffySoap · Accepted solution]

The messages from the same buyer will 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.   

[MakeAWishCandleCo]

I know this now after a long conversation with support this morning - but this isnt reflected in the banners that tell you that messages will be consolidated into fewer threads - it should inform you that Help with Order messages arent consolidated.

So even though we responded and made action to the customers enquiry within 11.5 hours of there initial message (as the original message came in just before midnight!), and messaged them, as the conversations were not consolidated (as we believed they were from the numerous ETSY banners saying about the "new" message consolidation, we are now been penaltised with a 12% reduction in our message star seller category - which we feel is totally unfair.

[Allfortheloveofjunk]

Whilst I can't offer any helpful advice on this matter your thread interests me as I fail Star Seller criteria due to not having included tracking info. However, I ALWAYS add tracking info so am unsure how this has happened. I sympathise with you as Etsy make it impossible to contact them on such issues so I will be following your question with interest. Good luck! Jill

[Adorabilities]

cancelled the order refunded and added a message to state the order was cancelled

If the only message you sent was within the refund process, that doesn't count. It needs to be an actual reply to the customer's original message, through the convo system. 

[SugarTaffySoap · Accepted solution]

@MakeAWishCandleCo - since you responded to the message mark that message as spam so the message system will adjust your percentage. Your thread will soon get closed out by Etsy since this isn't a technical issue and many threads are in the forums about this that you can search on.