Star Seller and message response rate issue

[MyCatLovesMe]

Hi,

A customer requested a refund for a card that was lost in the mail, which I promptly issued. I also responded to their message when I issued the refund. My reply appears as a separate message, I can see in the "Sent" folder, but Etsy didn't counted it as a reply, so I have a missed reply in my start seller rank. I believe this is unfair as I did respond to them within 24 hours and resolved their issue by giving them a refund. I noticed that it has affected my ranking for November. I'm wondering if there's anything I can do about this.

Tanya

[JJewellerySuppliesUK]

You need to respond on the thread you received.  Star Seller is automated and it just sees an unanswered message.  Etsy will not reverse it for you. 

[CraftyCornishMaids · Accepted solution]

If you put a message on the order, or on the refund, it is not a reply to the message thread,

You have to reply to each new message thread, in the messages section, or mark them as spam

[anythinggoeshere]

@MyCatLovesMe 

 Replies have to made following the very specific Star Seller rules.  See your star seller dashboard.