message history

[RitzyGlitzyWreaths]

i responded immediately on 11/22/22 to a customer which shows recorded off to the side and even cancelled the customers order request the same day("Mistakes happen glad I caught it...").  However for some strange reason the thread did not put my message in the same area, but I can see it dated off to the side on the same date the customer asked the question on 11/22/22.  Order 964.  I immediately took action and helped this customer and for some reason, the thread got broken possibly because I cancelled the customers order request after responding.  Now it sited me for late message response which effects my computer generated Star Seller?  WHAT!  OMG.  Someone needs to seriously look at this glitch!  

RGW

[JMOldeVintage]

@RitzyGlitzyWreaths  - My best guess is that the buyer purchased by mistake. They contacted you thru a "Help Request" - the format shown to registered buyers & easily accessed from their "my orders" page.

Hopefully you responded to this Help Request, cancelled & refunded, in the 48 hour response time Etsy shows. 

Or did the buyer manage to send you a regular Etsy message after their purchase - or - after you cancelled/refunded? Etsy does not mingle Help Requests with regular messaging, so a "mix" of the two types of messages could be the cause for the drop in star seller.

[TonsOfPaper · Accepted solution]

Hello @RitzyGlitzyWreaths,

After checking in here, it appears that your buyer has sent you a Help Request message, however, you've responded to them via normal messaging. Please know that Messages from the same buyer will now be consolidated into fewer threads. But when a buyer reaches out via the Help With Order request, a new thread will be created which needs a response on the specific thread. These types of message threads need to be responded to in 24 hours to be counted positively toward your Star Seller score. New threads will now have notification badges showing if a message is a buyer’s first time contacting you, or a new help with an order request. 

For more information about this, you may check out the Message Response rate section in this Help Article.

Thank you very much!