Star seller issue again

[BBCreationsShop]

You guys said you were going to connect threads from the same person. On my account this month again a person that goes by Lisa contacted me twice the same day I responded to one of the threats and you guys said that I did not respond to the other I thought they were being combined. You affected my star seller for the last two months for the same reason what is going on please fix this it’s very frustrating 

[SeasideRoseCreations]

I don't have an answer to help you but I just wanted to say your chickens are absolutely adorable!

[Thedinkydoodlestudio]

You need to contact Etsy directly as forum users are just sellers,  so won't be able to help you.

[BagmakerSupply]

@BBCreationsShop: Are you basing this on the appropriate CSV file? Is it possible that the messages were in two separate threads? The Star Seller metric is that the FIRST message of a NEW thread must be replied to (or marked as spam) within 24 hours. Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread. Did Etsy put the blue text warning / advisory on either or both of those messages to warn you that they considered it to be a "new message" but should semantically be called a "new thread".

At least for the time being, it appears that marking an unanswered message as SPAM (even after the 24 hour deadline has passed) will cause your reply percentage to change in a day or two if the original message was within the current star seller period. But be aware that doing so may cause you to miss other messages from that account (there are conflicting opinions about that).

This is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).

[AcmeRainbows]

why does anyone care about star seller nonsense...forget about it...liberate yourself.  I've never had star seller status and therefore I really don't care about racing to answer emails Etc

[CraftyCornishMaids]

@BBCreationsShop 

Etsy did not say they would combine them all, from the same person

you have to reply to each new message thread,

if someone contacts you through "purchases and reviews" it will start a new message thread, as it is very important you reply to them, as this is when the 48 hours starts before they can open a case

also, if they reply through e-mail, rather than messages, etsy can't link them.

however, each new message thread is highlighted in BLUE so those are the new ones you need to reply to

[mommawhazelsquilts]

Sorry about the lost star - you have to answer each new message.

About the chickens - wish I knew someone who is a chicken freak - you need to raise the price of the coasters - 5" for $2.00??  Preposterous!

[Adorabilities]

If one thread is just a normal convo, and the other is a "help request," they will not be combined.

[HtoHdesign · Accepted solution]

Hi there!

The only exception to the single-thread rule is when a buyer reaches out via the Help With Order flow, at which point a new thread will be created and clearly labeled as such. Please reply to the help request message as well.

Thanks!