Star Seller not awarded a message reply star incorrectly

[ValueVintagedotca]

I tried in vain to contact Etsy about this. I had a buyer contact me that her purchase was damaged in transit.  I immediately replied to her and issued a full refund.  Because I failed to message this buyer from "help with an order" Etsy message, they said I did not respond within 24 hours.  I am a Star seller most months. I have never failed to reply to a message within 24 hours.  Now I am being penalized for no reason.  I am unable to reach Etsy Support.  I received an email to get verified, and entered my phone number, nothing happens "Null" message keeps appearing.  This is frustrating, we work hard for our Star Seller status, why does this have to happen? Can anyone help? Thanks!

[NanaLetha]

You have no badges at all which means you did not meet the minimum dollar requirement 

[ValueVintagedotca]

I have  earned the other badges but not the message response

[UppNorthEh]

Nana she has two badges.  Weird how you are always seeing none.

[audreytherese]

Sorry, but there is nothing support will do even if you get a hold of them. Like thousands before you, you've had to learn the hard way that you need to respond to the actual message. Messages included in a refund don't satisfy the response requirement for their metrics. 

[ValueVintagedotca]

Thank you for your reply. I have been on here for more than a decade, and it is unfortunate that as a seller we are mostly treated with non-human responses.  So much for making Etsy human!

[TheHomespunLoft]

@ValueVintagedotca 

Sorry this happened.. the rules are quite clear--  you need to respond ( or mark as SPAM) to every 1st message in a thread no matter where they come from or who sent them for any reason.

You can try to now mark the one you missed as SPAM and see if that adjusts things- it might take 2-3 days to take.. But there is no guarantee that will fix things.. I have just heard it works sometimes- if the message you missed was recent that is.

Star Seller is not the be all get all of Etsy.. Plenty of sellers have a lot more sales and have never been Star Seller. It will not tank your shop not to have it.

[audreytherese]

Looks like it was a help request. You can't spam help requests.

[ValueVintagedotca]

Thank you thehomespunloft. I cannot retrieve this message anymore from Etsy. Silly and costly mistake that can't be fixed. 

I won't make it again but I find it absurd that the outcome is so prejudicial.

Cheers!

[HouseofWhisperingFir]

Off topic (can't help myself) Please straighten up your avatar.

[ValueVintagedotca]

Houseofwhisperingfir.  I have tried many times, but I have been unable to. If you can help me do so I would be grateful.

[HouseofWhisperingFir]

Re-take your photo in the "landscape" mode.  Portrait photos always lay sideways.........

[ValueVintagedotca]

Thank you housofwhisperingFir.  I thought I tried that, however I will try it again!