Verkäufer Star; falsche Berechnung der Nachrichten-Antwortrate

[14shubat]

Hallo Allerseits, zu einer Stornierungsanfrage, die ich erhalten habe, habe ich umgehend am selben Tag (innerhalb 24 Stunden) geantwortet und ebenfalls innerhalb von 24 Stunden eine Rückerstattung geleistet. Meine Antwort an den Kunden führte automatisch zu einer neuen Nachrichtenunterhaltung. Aus irgendeinem Grund wurde meine Rate deshalb für beantwortete Nachrichten (Nachrichten-Antwortrate) auf 88% herabgestuft, obwohl ich die Anfrage korrekt (in der gewünschten Zeit) beantwortet habe. Was muss ich tun, damit Etsy das kontrollieren und den Vorgang prüfen kann? Mit freundlichen Grüßen, Betty

[BootifulLabels]

Unfortunately that is how the system works.  ALL new messages count, no matter who they are from, what they about, whether they are duplicates or not.  A Help message requesting a refund will cause a new message in your inbox, and BOTH need a reply within the 24 hrs or to be marked as spam.  You can try marking the unanswered message as spam now, and it SHOULD correct your stats within a couple of days, but there is no guarantee.  If this caused you to lose the badge for last month, that cannot be corrected, Etsy will not make adjustments after the fact.  However, once the stats correct themselves it should put you back on track for next months badge calculation in a week or so.

[BagmakerSupply · Accepted solution]

@14shubat: Probably almost everyone on this forum can sympathize with you but cancellation requests in a new thread must be replied to in the actual message thread - replies using the cancellation form do not count as a response.

For Star Seller you need to reply to 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. If it is SPAM then it should be marked as such. Remember that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

If the unanswered new thread 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 (but not retroactively). Note that subsequent messages from that account may go directly to the SPAM folder.