Star Seller - Response glitch

[ABeadHabit]

Regarding how it affects our Star Seller Badges, is anyone else having a problem with the response to correspondences specifically when the buyer uses the request help button? It seems to be creating 2 separate communication streams and you have to respond to BOTH or it shows you didn't respond. I have that instance 2 times recently. I also had a third time that says I didn't respond in time when I absolutely did and I have the screen shots to prove it. 

I think it is horrible that we have no recourse to dispute the technical problems. I also can't find anywhere in any of the help sections where I can directly convey the issue to Etsy. 

[JJewellerySuppliesUK]

Yes, Etsy is very clear that you need to respond to all new messages no matter who they are from and if the same buyer opens a new thread. 

You can mark the one Etsy says was not answered as spam and your score might recalculate. 

[BagmakerSupply · Accepted solution]

@ABeadHabit: "... is anyone else having a problem with the response to correspondences specifically when the buyer uses the request help button?" This is by design - a Help Request always starts a new thread because it also starts the clock ticking on a potential claim. Unfortunately Etsy has been very clear that the first message of EVERY new thread needs to be replied to within 24 hours for Star Seller.

"I also had a third time that says I didn't respond in time when I absolutely did and I have the screen shots to prove it. " Have you looked at the applicable CSV file from your Star Seller page and confirmed the math? When you look at the file remember that the dates / times are in UTC (not your local time zone).

[SVGRox]

Its not unusual for customers to send duplicate or multiple messages which need to be responded to or spammed in a timely manner