Star Seller Rating Problems

[TheVintageMistress]

A buyer recently sent me 2 messages; I quickly replied to one. Both messages were identical in content. My Star Seller message response rate dropped below the 95% threshold because I didn't respond to the second message. I contacted help and this is what I was told.

"Messages are consolidated into a single message thread for any messages received on or after June 30th. 

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."

How was I to know this ever so tricky caveat!!!  I responded to the "Order Flow" message within an hour of receiving it. Now my rating is tanked because of this!!!

[NanaLetha]

You must reply to all messages or mark as 

[TheArtfulTwig]

@TheVintageMistress This just happened to me, too.  I had read about the message/convo consolidation so I assumed that since I replied to the Help With Order message within minutes, that I was OK on response time. 

Then, the next day, the same message popped up again in the message thread (I had responded in order convo thread), and I missed the 24 hour response window. My response rate dropped to 90%.

I was  pretty unhappy, because of the previous communication saying that the threads are merged now.

Later, I got another Help With Order message email, and it does say not to reply from that window?  I didn't see the fine print as I was using my phone.  

I'm sorry it happened to you, too!!

[TheVintageMistress]

What a way to "trip" us up!!  This ultra fine nuance needs to be addressed by Etsy.

I don't get many messages so it will take months to work my way above the 95% threshold. I'm sending my best wishes to you!

[TheArtfulTwig]

@TheVintageMistress Thank you!  My best wishes to you, too!!

[C20Ceramics]

just mark the second message as spam and the star seller will correct. 

[TonsOfPaper · Accepted solution]

Hello there,

Messages from the same buyer will now be consolidated into fewer threads. However, when a buyer reaches out via the Help With Order request, a new thread will be created which needs a response separately. 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. 

For more information about this, you may check out the Message Response rate section in this Help Article.

Thank you very much!