I received and email from Etsy Trust and Safety team telling me that my shop has received a high volume of buyer complaints in relation to it's volume. As a result, it says my shop is below their customer service expectations. 

How can that be? I have 1000's of sales and a 5 star rating. I rarely get poor feedback. It also states this can lead to acct suspension. I'm so confused.

Anyone ever deal with this? 

cindylouwho2
Community Member

Re: Email from Etsy Trust and Safety

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@SprocketsInside   I got one & it didn't ruin my day. I was angry, then I just made the changes I needed to make to ensure the situation didn't reoccur. It didn't matter whether or not I thought it was my fault. 

"some kind of help so sellers can make improvements" - Have you seen the actual email? The last one I saw links to the list of all of the things that are part of the determination, and then says to contact them if you want help with this. 

I think they could change the wording, but IMO, it does make sense to do this when a shop slips below its normal rate of customer service indicators. Then, if the shop really did go off the rails in the next little while, they've already warned you so they can shut you if they need to.  (Example: the scammer shops that open then vanish.) Otherwise, I know people usually receive more than one warning before final suspension, unless it goes really bad really fast. 

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pomtree
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Nope, this happened to us as well when we had 5 stars. Have you had cases opened recently?

 

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GRITSGirlz
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The OP states the email was from Etsy Trust & Safety.  Not sure how Etsy Legal is involved.

The email address for Trust & Safety is in this Help article:

https://help.etsy.com/hc/en-us/articles/115015566067-Not-Receiving-Emails-from-Etsy

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thedreamygiraffe
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Did anybody ever get any real answers? I just got one of these and I'm quite upset. I've been selling on Etsy since 2006. I have had two cases opened against my shop in 13 years (and yes, one of them was within the past few months, but it was resolved and closed by the buyer). I have had two negative reviews within the past few months (which *is* unusual for my shop), as well, but my shop is still 5 stars. I did just cancel an order yesterday (upon the buyer's request right after purchasing). I did reach out and a shop specialist is supposed to get back to me. But it's nerve-wracking.

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cindylouwho2
Community Member

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@thedreamygiraffe   I had one several years back & nothing ever came of it.  In my case years ago it was just one bad feedback - but I had never had any before then, nor a case, in that shop. 

My understanding from talking to people who have had them more recently & have asked Etsy about it is that it is probably an automatic thing triggered by a change of your feedback/case/complaint patterns, including things that do get resolved in your favour. It's poorly done on Etsy's part, but I don't believe you should be all that worried about it. 

 

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LynnsGemCreations
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@cindylouwho2  What you have said has put my mind at rest, i have had a couple of bad reviews recently but only those in the 2 years ive had my shop. My worry is, can it have an affect on your other shops? So if they decided to suspend your one shop would they also suspend your other two? I have two others which are doing well and dont have bad reviews. Its just over the last couple of weeks i seem to have had a couple on my supplies.

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cindylouwho2
Community Member

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@LynnsGemCreations I am glad that helped! 

Unfortunately, if Etsy closes one of your shops, they will almost always close them all. But you don't seem to be at that stage, so try not to let this stress you out too much. 

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LynnsGemCreations
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@cindylouwho2  That is really scary and really not right, when you've spent years building your shops and two have a good standing they would close these because of a couple of bad reviews on the other?

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thedreamygiraffe
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@cindylouwho2Thank you. It's just weird because other than me cancelling an order yesterday, all of the "changes" in my pattern are over a month old at this point. I graduated college almost 20 years ago (how is that possible???) and I still have anxiety dreams about not graduating, so, yeah, my worry sensor is easy to trigger.

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RoyceLaneCreations
Community Member

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@thedreamygiraffe    When I received an email back from Etsy, one of the criteria that would trigger this automated email was cancelling orders. It's crazy. It seems these automatic Etsy emails have many triggers.

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TimeInFantasy
Community Member

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@RoyceLaneCreations  was it a cancelled order passed the ship by date that triggered it? or an order that was cancelled without messaging the buyer or without the buyer agreeing to it?

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CustomShowerCurtains
Community Member

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These are definitely AUTOMATED.  I received one of these emails in 2017.   For those who just received these, are your sales down the last couple of months?

If there are links (likely 2 links) in the email, if you hover over them, do you see the URL in your browser's status bar?

Is any part of the URL called a "campaign_label=marketplace_takedowns" ?  It was for me back in 2017...

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thedreamygiraffe
Community Member

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My sales have been on a steady decline since... I couldn't even give you a date now. I definitely peaked in 2015/16.

The email *does* say that, but what does it mean?

Also, I have gotten the email *again* this morning. Same exact email.

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MandisAtticToys
Community Member

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Just received this as well, already emailed using contact under help section.  My last case was in June and it was item not received but closed next day as it was delivered and customer found it.  I have a 2 star review from May 28th.  I ship everything next day priority mail or first class.  But I do have customers that:  1)  Are on vacation or going on vacation and request that I delay shipping for a few days  2)  Have customers that request something be sent after they receive it and so I have to ship something to them again, by doing this it does say item will arrive late, but the item was sent already once and they received it.  

If this is the problem than the problem is not with me it is with Etsy.  I will wait for a response via email and post what they say after. 

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GRITSGirlz
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1)  Then I would update the shipping date on the order to be a few days after they request.  You can update this once per order.

2)  Not sure what you mean about 2.  If the buyer wants something else sent, don't they need to purchase it?

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MandisAtticToys
Community Member

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@GRITSGirlzno what I meant about number 2 is that for instance in June, I had a customer that their order never moved past a USPS distribution center and was stuck in transit.  So after 3 weeks went by and the customer made me aware of this, I sent another order.  This order was damaged in the mail as well so I had to send another item.  So more items were sent to this customer 3 weeks after the initial order.  So if this counts as a violation then they need to fix this.  I was doing everything in the best interest for the customer.  

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WestofChelsea
Community Member

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I got one of these too.  I'm a fairly high volume shop.  When I calculated the percentage of one or 2 star reviews I received over the past 18 months, it came out to .01%.  So, 99.99% of my feedback is positive.  Same w/ cases, tiny fraction as a percentage of sales.  So, i am confused about the "standards".  Are they higher than 99.99%?

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MandisAtticToys
Community Member

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I just received an email from a response to this email:

"For context, a shop is eligible for review by my team if it has a defect rate of at least 1%.

You can reduce the amount of disputes filed against your shop by making communication a priority. One way to do this is dedicate a specific block of time to read and respond to Conversations each day.

Because buyers are more likely to file cases or leave low reviews when they don't feel heard, we recommend responding to messages within a few hours. If you're unable to check your Conversations for a full 24 hours, you may consider placing your shop in vacation mode and setting up an auto-reply to let buyers know when they can expect a response. Be sure to provide specific answers to their questions and offer potential solutions to any concerns.

It's also a good idea to proactively reach out to buyers if you anticipate order delays. If you can’t fulfill an order and the buyer has not agreed to a delayed shipment, refunding and cancelling the transaction with a friendly note explaining the situation will prevent a case from being filed and may help smooth things over with a buyer who's upset.

I also noticed you have a history of receiving low reviews due there being a disconnect between what buyers received and what they were expecting. As a first step, take some time to review these complaints to determine what the common issues have been for buyers. Then think about how you can refine your current items based on their comments and concerns. You can use this information to make any necessary changes to your listing images and descriptions so they’re detailed, honest, and set clear expectations.

I hope you find this information helpful. If there is anything else I can help you with, please let me know."

So this is interesting.  I also have only 2 cases this year that were resolved by me putting me at a .48% this year.  I have also only gotten .99% bad reviews this year 2 of which were shipping issues with the carrier and were from christmas '18.  I have looked for this mysterious stat of defect rate stat on seller handbook and in policies.  No such defect rate is ever mentioned.  I emailed them back with these stats and expect them to tell me how they come up with these non policy stats.  I do not have any problems shipping as I ship priority mail on the next day.  Almost half of my entire reviews involve shipping as a huge positive according to the stats on reviews.  I have my phone next to me at all times so I answer any necessary conversations immediately because it usually leads to a sale.  So I don't know what it is they are calculating but I am tempted to contact a lawyer if they don't give me appropriate stats to learn from or to grow upon.  I spend thousands of hours on here making everything the best I can, and if their imaginary numbers and a push of a button from a non educated employee stands between me and policy, then arbitration will win.

 

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cindylouwho2
Community Member

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@WestofChelsea   Your feedback rating for the last 12 months is in your source code, & it is 4.81 out of 5 stars. So it is not 99.99%. 4.74 will drop you to 4.5 stars shown on your shop, just FYI. But this also includes cases and other complaints, etc. Some people have received this with a much higher feedback score than you. 

 

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cindylouwho2
Community Member

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@MandisAtticToys   your feedback score is displayed in your source code; it rounds up to 4.7, which is lower than most people who have received this email and have posted in this thread.

The email is sent when your recent customer service ratings go below their historical average, so almost everyone is going to get one at some point, if you have a run of bad luck. Apparently even cases that get closed automatically due to tracking could trigger it. 

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MandisAtticToys
Community Member

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@cindylouwho2Thank you, could you please tell me about this source code, Erank doesn't elaborate enough on feedback score nor is accurate as it puts positives in with the negatives.  I was trying to just look it up on google and could not find this "source code".  Also, are they on a quarterly system and that is why I am just now getting this, my last 1-2 star review was on May 28th and have since had 26 4-5 star reviews and only 4-5 star reviews, so I would figure this would help raise this defect rate.  I can understand that I had 1 case in June for not received even though tracking showed delivered well before due date.  This would've literally been my last defect since the May review I received. 

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cindylouwho2
Community Member

Re: Email from Etsy Trust and Safety

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@MandisAtticToys  ERank isn't going to help you here (or with much of anything, tbh). 

Source code is the code behind the page we see. You can right click & choose "view page source" or whatever the option is in your browser. The last 12 months of feedback are calculated there (search for reviews). It's just a quick place to check the math on how your shop's stars are calculated. Since that visible score is calculated on 12 months, it can go down without you receiving anything under 5 recently, if older 5 star reviews drop off. 

Etsy is not publicizing the overall score they use to send these, at least not yet. It is just a warning, so I wouldn't worry too much. Reviews are just one part & the only part we can easily see the 12 month numbers for, which is why I pointed that out to you. 

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WestofChelsea
Community Member

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@cindylouwho2 Actually, I think the feedback score is based on the number of feedbacks received not the total sales.  We all know that a large percentage of buyers do not leave feedback.  I counted my sales and my feedbacks ( twice) and as a percentage of TOTAL sales, I am in fact at 99.99% of transactions without a one or 2 star review.  

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cindylouwho2
Community Member

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@WestofChelsea  I am not familiar with what you are calculating, but your star average for the last 12 months out of all feedback left is 4.81, so closer to 4.5 stars than 5 with rounding.  

Etsy calculates your star average and displays it on your shop and source code, but feedback is not the only thing that they look at for this email. Some people with higher averages than you also received this email in the last few months.

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AraDeOro
Community Member

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Just received the same emails regarding 2 of my 5 Etsy shops. One is 5 star rating and I even don't remember when I received negative feedback on it and on is 4.5 star rating. That is strange and it looks like Etsy made some new (very similar to Amazon) account health standards based on feedback, delivery, cases and pre-shipping cancellation rate. Then if your shop stands below these standards, you receive automatical email. 

All this is understandable but I didn't see and place were these standards are clearly shown. 

Anyway, did anyone receive some reply from Etsy Trust & Safety? 

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