Star seller and multiple thread with one customer

[RsiWoodCreations]

Hi,

I had a conversation with one of my customers about cancelling one order, that she placed wrong. I happily replayed  that i will cancel and refunded her order. I few minuets that had passed since last reply customer opened help request, and since it was open I then proceeded to cancel and refund order via that thread. I reply to the customer in original thread, since it is easer to flow the conversation and it even thanked me there. 

Later next month I notice, I am not Star seller any more because I did not reply with words to help request from this customer. Help support is not any help, they don't see human side of things and cant correct this issue. What can be done, how can I get my star seller for this month?

[HaberdasheryProject]

You have to reply to all messages. Regardless, if the issue was addressed in the first dm. If she opened a help request, you have to reply to that as well. It happens to all of us, multi threads from the same client does occur. And some of us have been dinged for it as well….even me, 2 years straight running as a Star…then boop! It’s gone due to my oversight.

‘Don’t worry, it will return next month….that was my case.  Unfortunately, doesn’t matter what you say to Support, they are just following the rules and can not make the changes unless it was an error on Etsy’s behalf. Sometimes we just have to own our mistakes and just move forward. This won’t break your business.

[CraftyCornishMaids]

You have to reply to each new message thread in 24 hours.

That's it, it's the rules.

What can be done? - nothing now, it's too late

..............

The help request is separate, as it is very important, it starts the 48 hour clock ticking to open a case against you,
if you don't answer it, and they open a case, etsy automatically refunds from you, and lets the customer keep the item.