Star Seller Message response

[MommaBearArts]

I had a customer message me and then a few moments letter message me again by clicking on the message link that sends invoice information as well. I immediately responded to the customer's inquiry and yet her first message was counted against me even though it was for the same thing. Why would I respond to her twice on two different message streams for the same inquiry. You can see she asks a question and then the next message says I just saw a way to message you with an invoice so I am ... and she goes on to ask the original question again and a few other clarifying pieces of information. I had no idea it would get counted against me for not responding to the same question twice. And it seems like more of a system error that it counts as two messages when it really is just a continuation of the first message. It would be poor customer service to confuse the customer by responding twice. But after seeing you dinged me for it I went in and responded to the first message with a note that I had already replied to the message on another message stream. But then when I looked at the order message it was all on one. 

Not good service and it will require me to get a bunch of random messages from customers to negate the measurement.

Next the issue of tracking. I had a local order that went through the etsy system so you got your commission, I did not have to ship it and I hand delivered the item. But you counted it against me because i did not have a tracking number. I even refunded the customer the shipping charges and it did not change. And then I went in and added a made up tracking number but it made no difference the damage was done and I did nothin wrong. 

I will have to double all the sales I have made in the last three months to negate this number, again not fair. I am a small shop and you are causing me financial harm.

[CraftyCornishMaids]

Etsy has always said you have to reply to each thread once.

That the way it has always worked, and the way etsy has always said it would work

...

They will be changing it in future, to lump together messages from accounts, so they are all in 1 thread,

but you will still have to reply to each thread once, - whoever they are - buyer or seller, (apart from etsy admin)

...

and you need tracking for star seller, that's the way it's always been too

[NanaLetha]

The star seller criteria is very well explained for both those issues.

[dippeldiundscribble]

@MommaBearArts 

Go to your Star Seller page and scroll down to the Q&A section.

https://www.etsy.com/your/shops/me/star-seller

Questions? We’ve got answers. -> Messages -> 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. One idea to help mitigate this in the interim is to set up an auto-reply or to create a Saved Reply for multiple messages from the same user that don’t need individual responses.