untrue 0% response rate

[PlantDreamingDeep]

this is ridiculous!  I have one customer as I am finally getting this going...I responded moments after she emailed and for some reason it wouldn't go through on the help her page....so I emailed her directly.  this is not encouraging since I am VERY responsive....is there a way to correct the problem so that I don't scare other potential buyers away...since I am so new with only 6 sales you are killing my business before it can begin!

[NanaLetha]

Email does not count for star seller. Only Etsy messages.

[ForeverWindingWool · Accepted solution]

@PlantDreamingDeep If it's still within the 24-hour window try replying to them again (in the same help window they used) with the explanation that you want to see if your messaging is working.
Even if a message doesn't go through, keep trying.  Also, remember, you do NOT need to have the last word; you just need to reply to every new message.

[PlatypusDream]

If being a Star Seller is important to you, learn how it works:

https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller-

https://www.etsy.com/starseller

https://www.etsy.com/your/shops/me/star-seller

[VintageRescueSquad]

Yes, when it won't go through, try another browser.

Etsy cannot magically read emails, as they are hosted elsewhere.

[UppNorthCo]

this is not killing your business. 

[PlantDreamingDeep]

Thank you all! Turned on the auto reply and next time I will just try and try and try until the email finally gets accepted! 

[TonsOfPaper · Accepted solution]

Hello @PlantDreamingDeep,

We've your Star Seller Message Response, and it appears that your buyer sent you a new message via Help Request, but you've responded to the buyer via normal messaging. Please know that messages from the same buyer will now be consolidated into fewer threads. However, when a buyer reaches out via the Help With Order request, a new thread will be created which needs a response separately. 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!