Star Seller message response rating incorrect

[SewSherel]

Hi Jackie. I lost my star seller rating this month because of a glitch. Wendy made a purchase on 4/14 and send a message asking me to cancel it.  I immediately cancelled the order, then sent her a message saying "Best Wishes." She then replied to the message thanking me and telling me I had lovely items in my shop. These did not get consolidated into one thread and it shows that I never responded to the request to cancel.

Etsy support says they are two different Wendys -- one with her account, and one using a guest account.  They are both called "Wendy L..." in my messages section.

She sent me the request to cancel. I went to the order and cancelled it. I messaged her "Best Wishes." She then responded to that message saying thanks and that I have lovely things in my shop. It is all the same Wendy and the same order. And it was all taken care of as soon as I saw the order and the first message.  How can this be my problem.  I responded to the message immediately by cancelling the order without question, messaged her, and then she replied to my message.

If these two threads were combined, as they should have been, there would be no issue.  I have 100% message responses.  As it stands, this will make me ineligible for the Star Seller status for 3 months.  This is wrong and I hope it will be fixed.

[CappuccinoLace]

one with her account, and one using a guest account. 

Guests can't use the etsy message system, so... well done etsy.

I went to the order and cancelled it. I messaged her "Best Wishes." 

Was this in the message section on the refund page? That doesn't count as a message reply.

[JMOldeVintage]

@SewSherel  - If the message requesting the order cancellation was a Help Request message, then sadly, yes, you needed to reply thru that help request.

Help requests are kept separate from any other message thread you might have had going with the buyer since sending a help request is required before a buyer can open a case against a shop.
There is a 48 hour reply window & then if not settled to the buyer's satisfaction, they can open a case.

Etsy doesn't want these messages to be attached to existing threads - they want them to stand out from the crowd. So help requests will always be considered a new thread that requires a response. 

[ArtDollsbyJD]

Did you reply to the message in Messages whether it was a regular message or a Help message?  The message in the refund area is not connected to Messages.  They are separate.  So you needed to answer in both places.

I just say something such as "I am going to issue your refund now" in the message before going over and doing the refund.