Star seller

[LunaHarperDesigns]

Hello ,

I was reviewing my star seller info, and I noticed I was deducted for a more than 24 hr response , however the same customer messaged twice with the same information I responded to the message however did not see she sent a send message with requesting the same information I provided . How can this be corrected as a response and resolution was provided less than an 1 hr of her message . 

[NanaLetha]

You need to go back and mark the 2nd one as spam.

[Marmalady]

It can't

If you missed seeing a message and so did not respond within 24 hours you are dinged whether or not it was a duplicate message 

[iFeltFanciful]

Did your customer send the duplicate messages from different accounts? I thought Etsy was combining all messages from each account into a single thread?

[iFeltFanciful]

I believe NanaLetha is right, try marking the unanswered duplicate as spam now. It may take a while to update.

[audreytherese]

I often have buyers sending 2 messages, one in the regular inbox and one as a help request. Help requests are not combined with your other messages. Help requests can also not be sent to spam. 

[BagmakerSupply · Accepted solution]

@LunaHarperDesigns: Was one of the messages a Help Request? Help Requests always start a new thread as they also start the clock ticking on a potential claim.

Probably almost everyone on this forum can sympathize with you but as it says right on your Star Seller page, you must reply to the FIRST message of every NEW INCOMING THREAD for Star Seller. 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. Those have always been the rules.

If the unanswered message is not a Help Request, 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. Note that subsequent messages from that account may go directly to the SPAM folder.