The same message that the buyer of the same account wrote to 2 different orders for the same product

[RukishOnly]

Hello everyone,
A person who bought a product from my store bought a total of 3 products, 1+2 from the same product. Germany introduced an extra tax procedure when the products were delivered. Regarding this, the same buyer sent the same message from every order section. I replied to two different messages with the same message content. But since the 3rd message was the same, I didn't reply to him. I still did my best to help him, as his tax troubles were due to his own country's tax debt. However, each product sent the same message over the order. Since the buyer wrote the same problem on all 1+2 order forms, I replied to the message he sent from two places within 24 hours and helped solve the problem. I gave my customer a 70% discount coupon to eliminate the extra expense he experienced. Then he bought the same product for the 4th time. However, although I did not reply to the same recipient, there were 3 different message tabs belonging to the same person, since all 3 orders sent the same problem from the message section. I did not respond to 1 of these messages because these products are all the same. There was only one problem in these 3 different message sections. Although I solved this problem within 24 hours, my response rate has dropped to 83% since I did not send the same message from the other order section. The person who bought the product sent a single problem he experienced separately from the message section of all orders. I replied to your message from two different places. But I didn't reply because he sent the same problem as a separate message from the 3rd order part. Because the problem was solved through the other message. The purchaser is happy that I have resolved the issue. Since the buyer wrote the same subject to all orders over the order, my message response rate decreased. What can I do about it? Have you had a problem like this before?

[BagmakerSupply · Accepted solution]

@RukishOnly: Probably everyone in this forum can sympathize with you but a quick search would show you the innumerable threads about the exact same issue in this forum.

The Star Seller metric is that the FIRST message of a NEW thread must be replied to (or marked as spam) within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread. Etsy is now putting a blue text warning / advisory on those messages they consider to be a "new message".

Help Requests always start a new thread. If you are creating a custom listing based on a new thread, you still need to reply to the message.

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.

[RukishOnly · Accepted solution]

Hello,
I did not know that. Even if the same person, the same message is more than once, this does not matter. I shared it because I think it makes a difference according to the buyer, product and problem. The rate of 83% did not change as the same buyer purchased these products in different months. In this case, buyers do not get negative points, while sellers like me get negative points, thinking that they are different. Thank you very much for clarifying the matter. I appreciate your help.
Best regards,
Rukish Only