Star Seller is incorrect - because of a SPAM message

[MaddyMarked]

We received a message from a purchase, stating that the customer had sent us custom logos to work with. We could not find this in our inbox via the sellers app... so we requested she sends them through the sale window chat.

We responded to that message in under 5 minutes - low and behold Etsy for some reason took her first message and stuck it in the spam folder.

After three days I thought it would make sense to move her SECOND message out of spam folder so that future messages wouldn't end up there. It for some reason created two separate message logs now in our chat even though they BOTH updated with the shipping information for her product??
Log into Etsy today and now we have an 11% reduction in response rate making it impossible for us to net the star seller badge, because of a DUPLICATE message of a message THAT WE RESPONDED TO???

[SVGRox]

 If you believe this is the Fault of Etsy you should contact Etys support but they might not change anything

[MaddyMarked]

Oh... I opened a case ticket + chat... after them telling me that its my own fault, they proceeded to tell me there is nothing they can do and the support person left the chat without even a goodbye or anything.

[CraftyCornishMaids]

If they contact you via different routes, etsy opens a new message thread - especially if it's done through the sale -  purchase - help request, as that is the one that starts the clock ticking for opening a case.

You have to respond to each new message thread, or mark as spam, etsy won't read millions of message threads a day, to find out if they are about the same thing.

and the one from the sale - help request, which you asked them to use, will always start a new message thread

[MaddyMarked]

I had never moved it out of spam - but was registered as "not replied to" in the XLS export - I showed the support person this and followed through the process - was simply told "nothing we can do" and the person signed off the chat without as much as a goodbye or "anything else you need help with".

[BagmakerSupply]

@MaddyMarked: It sounds like you received Messages through two separate threads. As mentioned, each Help Request always starts a new thread. Unfortunately for Star Seller 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. If it is SPAM then it should be marked as such.

[nineteen27]

when etsy puts a message into spam.

i leave it there.

and i respond from there.

try putting it back there and see what happens.

[ShelbyGraffics]

I just contacted support about this. Essentially they said it's Etsy's fault, they won't do anything to fix it, and to just complain to the forum and not them. 

They also said even if you unmark it as spam it will never count positively towards your Star Seller score. 

[SeasideRoseCreations]

I received a different (more helpful) response from chat support.

It seems the left hand doesn't know what the right hand is doing.

[ManzanitaDesigns]

I have been contacting support about a similar issue, except it was a spam message that I apparently marked outside of the 24 hours. I don't think that's the case but it was in February. 

They are essentially telling me to kick rocks lol. 

[SeasideRoseCreations]

Since many of us are getting conflicing info/stories from chat, anyone that has had this happened should open a ticket.

This way, the correct TEAM will be notified about a site wide issue.

All these "read from a script" responses are making matters worse.

[ShelbyGraffics]

My person staright up said they can't and won't do anything to fix it after I explicitly asked her what Etsy is going to do to solve my issue. I hope your chat person is right

[SeasideRoseCreations]

Seriously, open a ticket.

The person I chatted with did that for me.

[nineteen27]

i received an email about it today.

they definitely know about it and they are prioritizing it by how many reports they receive.

and their engineers are looking into it.

so yes... sellers should be opening tickets to let etsy know about it.

[GroundZeroCreations]

This has been a problem since almost forever it seems like. The bottom line is to be safe, respond to every message! 

What I am not understanding is why Etsy is moving a valid message to spam when we know that could trigger additional messages to go to spam in the future. Once again, an Etsy shake my head with disbelief moment! 🤦‍