Star seller

[VintageFrancis]

I have been penalised for not replying to a duplicate message from a buyer within 24hrs and will loose star seIler status. I have read that both messages should have been put into one thread automatically by Etsy. How can this be rectified?

[NanaLetha · Accepted solution]

Go back and either reply to the second one or mark as spam.

[TBQSC]

Etsy won't do anything to rectify this ... the SS rules clearly say ALL messages from buyers & sellers (scammers too) must be answered or put into the spam folder. 

What messages count towards the message response rate?

Your message response rate is based on just the first message in a conversation, not ongoing conversations. This means you just need to respond to the first message within 24 hours. This applies to messages both from buyer and seller accounts. Messages from Etsy staff do not count toward your response rate, and neither do messages that you mark as spam. You can also now find a breakdown of your message response rate score by downloading a CSV.

What happens if I can’t respond to messages on weekends and holidays?

If you’re having a difficult time responding to messages during certain time periods, consider setting up an auto-reply, which counts as a response.

What happens if I’m getting messages from the same user through multiple message threads?

If messages are appearing in separate threads in your inbox, then as it stands today you’ll need to respond to the initial message of each thread. One idea to help mitigate this in the interim is to set up an auto-reply or to create a Saved Reply for multiple messages from the same user that don’t need individual responses.

What if I don’t receive any messages?

If you don’t get any new messages during a review period, it won’t have a negative impact on your eligibility for Star Seller. Your message response rate won’t be included in your Star Seller eligibility unless you get a new message. If you do get a message, remember to respond within 24 hours.

[danceswithyarns]

I am answering all of my messages within 24 hours yet my response rate is only 83% I think Etsy is counting the second and third messages as being answered after 24 hours because sometimes I don't reply to a second message from a customer if we have agreed on something and they just say okay or something to that affect.

[BagmakerSupply]

@danceswithyarns: You need to check the applicable CSV file from your Star Seller page to confirm which Message(s) Etsy thinks were not answered or marked as SPAM within the 24 hour reply window.

"... I think Etsy is counting the second and third messages as being answered after 24 hours ..." Unless there is a new glitch, this would not be the case as the Star Seller metric is NOT all new Messages but only the first Message of all new incoming threads.

[GlassyFields]

It's actually the first message in a thread that must be responded to within 24 hours or marked as spam.

If someone using different accounts to send messages ... each of those will count as a thread.

To verify what messages Star Seller is counting as replied to within 24 hours or not, download the CSV file that is included in the Star Seller stats.

[NancyMichalak]

Me Too.  They are people I originally responded to and are saying thank you.  I have to say my response and sometimes they do an emoij  and this could go on and on!

[CraftyCornishMaids]

@NancyMichalak 

if they send you another message , staring a new message thread, you have to reply

If they just reply to one you have already replied to, you don't have to reply again

Reply to each NEW message Thread ONCE

[danceswithyarns]

I am experiencing the same issue.

[BagmakerSupply]

@VintageFrancis: "I have been penalised for not replying to a duplicate message from a buyer ..." Was each Message in a separate thread (for example a regular Message and a Help Request)? If so, you need to reply to (or mark as SPAM) the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else.

"I have read that both messages should have been put into one thread ..." You are correct, but there are exceptions - Help Requests always start a new thread.

Try the advice from @NanaLetha to send the unanswered Message to SPAM. It might adjust your stats within a day or two.

[BootifulLabels]

If the buyer sends a new message you will see a blue banner on the message header that tells you you need to reply.  It is only that first message in the thread that requires a response,  not ongoing responses within the same message thread.  However if the buyer starts a new message each time they reach out (eg if they are new to Etsy they may not know they can just reply, and they hit the new message button each time) then these are separate message threads and EACH NEW THREAD REQUIRES AN ANSWER.  If you see that blue banner telling you a reply is needed, you need to reply within the 24 hrs.  

The system is fully automated and simply looks for a reply to every new message thread within the 24hr requirement.   

[MixedBagMosaics]

Except for now with the glitch that every single incoming message from a buyer regardless if it is the first, or the 91st in the same message thread, gets the first time reaching out buyer, respond within 24 hours blue banner warning.

It's tough when someone doesn't believe you when some glitch pops up

[CraftyCornishMaids]

That is a bug happening with some people, not everyone, I don't see the bug, but it isn't anything to do with the OP,

they had an ordinary message, and a help request message - 2 separate threads, and they only replied to one.