Star Seller Message response rate

[FancyTrendsStore]

Although i have replied to the customers less than 24 hours, and i have replied my customer's questions within hours. i could not get the star seller badge for only one conversation. I checked the csv file to find the conversation with the customer and saw that we have made a chat-like conversation about a discount. It is impossible in this conversation to be replied after 24 hours. 

me: Aug 19, 202210:43am EDT

customer: Aug 19, 202212:14pm EDT

me: Aug 19, 202212:17pm EDT

cutomer: Aug 19, 202212:26pm EDT

[PlatypusDream]

You need to edit your message - you can't share private details of customer communication and transaction details in a public Forum space!

https://www.etsy.com/legal/community

[Former_Member]

When was the initial message from your customer?  I don't see their first message to you in that list.

[FancyTrendsStore]

the first message was from me, to inform the customer about the customs fee that may be claimed in the arrival country because her order exceeded customs fee threshold. her first message was Aug 19, 2022 12:14pm EDT and my answer to that message is 3 minutes later Aug 19, 2022  12:17pm EDT

[BagmakerSupply]

@FancyTrendsStore: Our experience is that only the first message in a thread appears in the CSV file (if someone from Etsy sees this can you confirm that). Is it possible that you and your customer had multiple threads going? The metric is the FIRST message of a NEW thread must be replied to (or marked as spam) within 24 hours. Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread.

[FancyTrendsStore]

i checked the csv file for exploring which messaging of the customer affected my statistic. after that i checked the whole conversation at my seller account. 

[HtoHdesign · Accepted solution]

Hey There!

For messages, we consolidated merge message threads between users into a single message thread. The only exception to the single-thread rule is when a buyer reaches out via the Help With Order flow, at which point a new thread will be created and clearly labeled as such. Please make sure to reply to the help request message even if it is duplicate, bank, or sent accidentally. 

Thanks!