Star Seller Removed Incorrectly because of Threads

[AtlasLearns]

It said my response was 82% so I downloaded the excel sheet that said I had two customers that I hadn't responded to within 24 hours. I looked up the conversations I had and realized it is because they both had started 2 separate threads! The first would be a message regarding a listing, then immediately after a second message they would send asking a question. Upon reviewing this I STILL responded within the 24 hour time, it just wasn't the same thread so this shouldn't count and I shouldn't be penalized! Why doesn't Etsy create a continuous thread when the same person messages vs entirely new conversations.

[LittleGemsJewells]

@AtlasLearns The messages that you did not respond to on the other threads you can send them to spam and within a couple of days your message response rate should go back up.

Etsy made an announcement yesterday in relation to this very issue -

Streamlining Messages

In June, we’ll introduce a new-and-improved Messages experience that will start to combine messages from the same buyer. To earn your Star Seller badge you’ll need to respond to initial messages from buyers within 24 hours on fewer threads, making it easier to stay on top of your messages. 

https://community.etsy.com/t5/Announcements/Updates-to-the-Star-Seller-Program/m-p/138636090#M1722

[AtlasLearns]

I noticed this announcement that they had and think it will be a big improvement so this can be avoided in the future. 

I do not want to mark a message as spam because I want to be able to go back and refer to it.

I have screenshots and timestamps of responding to the customer within 24 hours of them messaging me (regardless of thread) so I think this should be considered and my badge be reinstated.

[CraftyCornishMaids]

@AtlasLearns 

That's not the way it works at the moment, you have to respond to every thread at last once,

or mark it as spam,

that's the only way

It is working exactly as etsy says it works, it won't be reconsidered.

....

However, having been without the badge for 3 months, due to a glowing 4* review, I can say the badge does nothing for sales or search, so don't worry about it.

[ChillwolfArt]

Yes, unfortunately that's the way it's been working.  Etsy made an Announcement (top of Forum), that they will be revising some of this.  And in regards to Messages, multiple Messages from the same Buyer will be "bundled" into one Message. (I think they attempted testing it or something yesterday, because everyone was getting orange circles with numbers (as if you didn't read the Message/s).  After many Threads in the Forum about this, it went away.  So it was behaving glitchily.
These changes with the "bundled" Messages are supposed to be for the SS Badge you would receive on July 1 (the grading would be for the months of April, May, June).  it's in that Announcement, which has a link to the article in the Seller's Handbook.
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Regarding your problem now with the ones you downloaded, if you mark the one you didn't answer an Spam, I believe your score will go up.
But how the rules stood, we were required to answer ALL Messages initiated from anyone other than you (and although Etsy still says "Buyer", it could be from anyone).  I used to address it in the last Thread.  But last Fall, I'd hit the first Message, then say "Heading on over to your other Message" (which was on a separate string).

So I hope these changes Etsy will implement will go smoothly.   Because it really was ridiculous to worry about multiple "strings" of Messages.  We just need it work efficiently when it rolls out.

Hope this helps you.

[AtlasLearns]

I don't want to mark as spam because I like to go back and refer to it if I need to. 

I did see they are trying to streamline messages from the same customer in a thread which like you said would make things much easier. I can see this has been a problem for many others.

I think it was wrongfully taken from me and all of them if this was the case. I responded to all customer inquiries within 24 hours. 

[ChillwolfArt]

@AtlasLearns 

I totally get it.  Prior to the rule re: "several Threads," if Messages were back to back but in different strings, BEFORE I would address the last one only (combine my answers).  Then because of the "multiple Thread" thing, I stopped doing that. 

[LittleGemsJewells]

@AtlasLearns I also think this will be a big improvement and very helpful to sellers.

Basically you have two options 

Mark as spam and in 1 -2 days your rate will go back up or

Take your chances with Etsy customer service and contact them and explain your situation.

To me marking them as spam (especially since you have already replied on other threads) would be the quickest and less hassle option.

If you go down the contact Etsy route please come back and update your thread on your experience. Good Luck.

[RandysExoticWoods]

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I responded to all customer inquiries within 24 hours.

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Unfortunately, that was not the requirement for the SSP. The requirement was that All new threads be replied to within 24 hrs 

I understand the frustration, but Etsy will definitely not change your Star Seller Score unless you mark the messages as spam. It is the only way for your score not to be lowered.