Star Seller Messages

[TheeBlackWidowBabe]

Lately I've been having customers reach out to me sending multiple messages in more than one thread. I typically address things all in one thread as a way to prevent confusion and having to search through multiple threads and I've been docked from getting the Star Seller badge (speedy reply) bc of this. Also bc of other sellers reaching out to me after I've purchased from them sending me spam/auto coupon messages.

Is there a way for these kinds of issues to be resolved? I don't think that it's fair/makes sense for sellers to not get the speedy reply badge bc one person started multiple message threads or another seller is only sending them a coupon...

[CraftyCornishMaids]

If it's another seller, you can just reply with a smiley emoji, or mark as spam, .... or open a separate buyer account, don't use your selling account for buying too.

If it's a buyer, etsy puts together all the threads it can,

but if it comes from "purchase and reviews" (they say "help request") it's separate, as that is really important, it starts the 48 hour clock before they can open a case, you really have to answer those, whatever they are

..... however the missing badge is the least of your problems, starbucks and the Mickey Mouse ears are trademarked, as is the word "Disney" remove them asap, or your shop can be shut for good

[BootifulLabels · Accepted solution]

Fair or not, those are the rules. The whole system is automated and the bots can't read your messages, (and would you really want them to?).  They just look at the time elapsed between receipt and response.  You must answer ALL new messages or mark them as spam within 24 hrs.  You could turn on auto reply and that counts as a response, but it only lasts five days and you have to keep resetting it.  You can also consider opening a separate account just for buying  then your purchases won't put your badge in jeopardy.

[BagmakerSupply · Accepted solution]

@TheeBlackWidowBabe: Probably almost everyone on this forum can sympathize with you but a quick search would show you innumerable threads about your exact issue.

Whether you consider it fair or not, the Star Seller metric is that the FIRST message of a NEW thread must be replied to (or marked as spam) within 24 hours. Those have been the rules since day one.

Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread. Etsy is now putting a blue text warning / advisory on those messages they consider to be a "new message" but should semantically be called a "new thread".

Help Requests always start a new thread.

If you are creating a custom listing based on a new thread, you still need to reply to the message.

Cancellation requests must be replied to in the actual message - replies using the cancellation form do not count as a response.

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. But be aware that doing so may cause other messages from that account to do directly to the spam folder.

If you have not yet done so, you might want to read https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling