Star Seller calculation for message incorrect due to a system generated message

[CrystalRoseCave]

Star Seller Message has calculated incorrectly as it separated two message strings for the same buyer and I was in constant chat on the one and responded immediately.   I messaged the buyer immediately after they purchased an item and we were in communication on that message thread the whole time.  I offered the buyer a refund which they accepted and I actioned.  However the buyer also used the option against the order to request a refund after I had offered this, which generated a brand new message and didn't link to the conversation already ongoing.  I didn't respond to the system generated one as I hadn't realised it had separated from the ongoing lengthy message thread already existing before and after that was sent.

This is so unfair, I now have lost my star seller badge for messaging, can anything be done?

[CraftyCornishMaids · Accepted solution]

If you have ordinary messages, they are in one thread.

If there is a "help request" message, it is a separate thread, because that is the one that starts the 48 hour clock, for being able to open a case against you.

It is deliberate, so you see it separately, and have reply to it, as it is very important.

You have to reply to each new message thread, and etsy highlights them in BLUE, so you don't miss them.    

It has calculated correctly, and is working the way it should,

[JJewellerySuppliesUK]

Mark the second one as spam and your score will recalculate.  Bear in mind that future messages from that buyer would also automatically be moved to spam.