Star Seller Stats - Message Response Rate - Same Buyer Messaged Twice through different channels

[creativemindssf]

Same Buyer Messaged Twice through different channels about incorrect address. I messaged her back. But since it wasn’t done two times, the system looked at it as if I never reply to the seller. And in turn, Etsy lowers my message response rate. Just trying to see what I can do about it. Thanks!

[HazelsSewingSupplies · Accepted solution]

Apparently you can send the unanswered message to spam.

All messages have to be answered or sent to spam.

[creativemindssf]

Thanks ! I will do that. 

[DesertChains]

It doesn’t matter whether or not you answered questions or provided information. It doesn't matter if a message doesn't need a response. It doesn't matter if the message you received is a duplicate. The system only determines whether or not you replied to an individual message. If you didn't respond or send a message to your spam folder, you are going to get rated down. That's how it works.

Right or wrong, the program has worked this way for nearly a year! The instructions for meeting this metric are clearly stated and easily accessible. Daily posts in the forums also discuss this exact topic.

Send the missed messages to spam. Your stats will update in a day or two.

[creativemindssf · Accepted solution]

Okay I will do that. Thanks for your reply

[hbhill]

For a better understanding on how the Star Seller program works you can read the details under Star Seller heading on your Shop Manager. 

[CrystalBearDesigns]

I've had this happen as well.  What I do now is to answer the duplicate by referring them to the previous message I sent.  Eg. "Please refer to my earlier email of today's date as I answered your question(s) there." 

[BirdhouseStudios222]

I just argued with Etsy support in the chat about this issue.  This needs a resolution immediately.  The person I chatted with wrote this, "Since all incoming message threads count towards your Response rate, we'd recommend replying to duplicate message threads with a response along the lines of "I'm responding to all questions in the original message thread." This will help to keep correspondence in a single thread. Just be sure to respond to each thread within 24 hours so that they count positively towards your score."
So basically, Etsy, who pushes us to be great at Customer Service, wants us to bog down our potential customers with extra unnecessary messages.  If the person I chatted with suggested sending it to spam, I would have gone on with my day and been fine.  But they just copy & pasted crap from the site and didn't offer any real suggestions other than to annoy customers.

My FT job is customer service and I actually love it.  Selling on Etsy is perfect for me and I have hit the Star Seller marks since it's inception.  This duplicate message thing needs a fix.  BADLY.

Thank you for the spam suggestion!  I will certainly remember that for the future.

[hbhill]

@BirdhouseStudios222  How do you propose to fix this issue? I have customers who start a new message each time I contact them or send three messages in a row before I can respond. I just reply that I'm going to respond to all questions in one message. Hopefully, they will figure it out and reply to my message instead of sending a different message.

As was suggested you can mark each additional message from a customer as spam. They won't know and that will prevent the customer from getting unnecessary message.