Star Seller Question

[MountainaireSundries]

Hi,

I have been a star seller since the beginning of the program.  I just noticed that my message response rate is 94% for my rating for July! (It was 97%  last month because I forgot and deleted without responding to a junk mail message) I downloaded the messages and I see the "request for help" message in in  question. 

I had a customer receive the wrong item.  I messaged her immediately and told her I would send the correct item the next day. I sent her another message letting her know that I figured out what happened and sent her a discount code for her next order.  Every time I went to look at the message, these didn't show up and it continued to look like I wasn't responding!  I kept sending the poor customer messages trying to figure out what was going on!

If you go to the customer name, and click on message history it says that I replied the same day and shows the messages, but they still don't show up in the proper spot (under the help request) and that is the reason I lost "percentage points" toward next month.  Is there any way to have someone look into this and tell me what happened?  I would also love to have my star seller percentage for messages restored so I don't come up short next month.

Thank you,

Deana 

[CarpetCollectionAU]

Help Requests do not combine with normal Messages, so do not count as one "thread" for SSP

When you receive a Help Request you have to respond directly to that Message. Sometimes, people issue a Refund directly from the Help Request and write a Message on the Refund page. Although the Help Request has been "responded to" the system will not recognize this response unless the Seller also copies the refund message into the "Help Request" or, at least, types Refund Issued.

[BagmakerSupply]

@MountainaireSundries: Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread - but there are exceptions.

Help Requests ALWAYS start a new thread because they start the clock ticking on a possible claim.

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".