starseller data incorrect

[PetitParisAntiques]

A customer from Belgium has asked me to cancel a transaction, so I refunded withing 24 hours via Etsy. (confirmed by Etsy immediately)

I send her a message when I was back home about the refund (that was done several hours later), and that message was after the 24 hour time.

I was under the impressing that responding to her via the refund was a response within 24 hours.

Now according to Etsy I did not reply on time. As I have a limited number of questions this weights heavenly on my score and I stand to lose my starseller status first time in many months.

Now I lost the sale and my starseller status.

[CryzalisDesigns]

sorry this has happened to you, but only the messages in the messenger count. 

[BagmakerSupply · Accepted solution]

@PetitParisAntiques: Probably almost everyone on this forum can sympathize with you but as it says right on your Star Seller page, 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.

Cancellation requests in a new thread must be replied to in the actual thread - replies using the cancellation form do not count as a response.

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.