Star Seller calculation error

[MWartworkNet]

Hello,

A buyer purchased the wrong size of one of my products. She was stressed about it and really wanted the order cancelled so she could go in and purchase a larger size.  In her (understandable) angst, she sent me about 3 different help requests in the space of 10 minutes.  They all contained the same request to cancel so she could re-order.  I replied to two of them within minutes (at 5am my time), processed her refund and confirmed that her second order was indeed the size she wanted.  Later the following day, I realized there had been a third message.  I responded just to close it off, but it wasn't within the 24 hour timeframe that Etsy sets.  Now it is massively impacting my STAR SELLER rating for January.  I think there should be a way to solve for multiple and duplicative requests from the same buyer.  Has anyone else encountered this?

[CryzalisDesigns]

Others have reported the same in the forum regarding multiple separate messages from the same customer, but I do not believe there is a solution as Etsy has set the system up so that every new message has to be replied to within 24hrs to meet the criteria for the star seller stats even if the message does not require a response.

[MadewithlovebyNtouka]

You could as well mark it as spam, then it will not be included any more in the calculations. Nevertheless I am not sure if other messages of this customer will still reach you or if they will be sorted as spam immediately. 

[BagmakerSupply]

@MadewithlovebyNtouka: "You could as well mark it as spam, then it will not be included any more in the calculations." I don't believe that this works if the unanswered new thread is a Help Request or if the message was answered late.

[MadewithlovebyNtouka]

@BagmakerSupply 
I did it once last year and it worked. The customer had sent out two identical messages and I only answered the first one. The second one was affecting my star seller, and after consulting the etsy service team they suggested to mark the second as spam. That I did, and it worked.

[HazelsSewingSupplies]

@MadewithlovebyNtouka 

The difference between you and the OP is that you didn't answer the message - she did albeit late so I don't think you can spam an already answered message.

Tagged the wrong poster first time around...lol

[BagmakerSupply]

@MWartworkNet: " I think there should be a way to solve for multiple and duplicative requests from the same buyer." Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread - but this does not apply to Help Requests which always start a new thread, probably because they also start the clock ticking on a potential case against the shop. Unfortunately as it says right on your Star Seller page and elsewhere, you need to reply to the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else.

[SVGRox]

All new help requests need to be answered or marked as spam otherwise it will count against the star sellere

[PearlGlassesVintage]

It’s time for Etsy to do away with Star Seller. It’s stressing sellers too much, it’s far from perfect, and it’s adding nothing to buyer’s shopping experience.  People look at feedback, not a Star Seller badge in shops.