buyer messaged me 2 times, i replied to one but the other counted as a penalty

[PalmeDesigns]

• The buyer messaged me twice—one message was labeled "help request" and the other was a normal message.
• I replied to the one labeled "help request", but I didn't respond to the other thinking that it was not a problem.
• Even though I messaged the buyer within 24 hours and provided the help they needed, the missed message still counted as a penalty.
• Two days later, I discovered I was penalized for not responding to the second message.

[LynnsLittleShop]

I'm sorry your customer tripped you up by not sending the second message in the same thread as the help request. When they did that it became another first message.

When Star Seller first came out I had a customer message a request to cancel and of course refund. Even though you can send a message from the refund page and it's called a message, it doesn't count for Star Seller either. 

I lost the star for messages for a while but really I'm not so sure it had any impact on my sales. 

[BagmakerSupply · Accepted solution]

@PalmeDesigns: Unfortunately as it says right on your Star Seller page and elsewhere, 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. The program just sees two threads which need a reply, it does not (thankfully) read the messages and try to guess if they are the same or not, or if one did not need a reply for some other reason.

[Natalya1905]

"Two days later, I discovered I was penalized"  What do you mean by "penalized"? 

[PalmeDesigns]

Message response rate in customer service stats dropped below 95%

[Natalya1905]

@PalmeDesigns 

You don't have any SS badges at all. The issue can be your "40 Free Etsy Listings" which is not allowed.

This is from Etsy: "You can invite people to open an Etsy shop via email or by sharing a link on Facebook, Twitter, or through other social media channels. In accordance with our Seller Policy, Etsy listings may not be used to promote referral codes."

More here: https://www.etsy.com/legal/policy/earn-free-listings/239323720100 

[CynandmarCreations]

I had a help request for a refund. I refunded immediately but didn't send a message,  just the refund. My star seller status was removed for non response

[BootifulLabels]

Unfortunately that is how the system works.  EVERY new message requires a response within 24 hrs, even if you have already taken care of the request another way.  It only takes a few seconds to type thanks, or all done, and then you are covered.