5 stars for customer service wrongfully removed

[SohoGallery]

Hello. After spending one half hour with an etsy rep, and sending a screen shot, it was determined that etsy wrongfully removed my 5 stars on customer service due to a few fake account who tried to get access to my email account.

I answer all messages immediately. The last few people were scammers, I was advised. I still attempted to write them back but after trying to respond, I got messages from etsy that they were not "valid accounts", so my messages could not be sent.

Please immediately correct my account and restore my 5 stars for customer service, instead of the embarrassing minus sign. Thank you. Jen Leigh

[TinLizziAntiques]

OP, put those messages in spam before the end of the month. 

[GlassyFields]

The message response badge can be attained by marking all messages that you don't respond within 24 hours as spam. All the spam is maddening but just mark as spam and those messages won't be considered when calculating the message response badge.

[SohoGallery]

Thank you. Does not seem fair when you don't understand why in the first place, but if this works, I appreciate your responses very much. When I tried to get etsy to fix it, they told me to come here. They should just correct it, rather than me just airing my grievance. Geez

[BagmakerSupply]

@SohoGallery: "Please immediately correct my account and restore my 5 stars for customer service" Even if Etsy Support or the Help Pages sent you here this is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).

As it says right on your Star Seller page and elsewhere, 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 must be marked as such.

A controversial workaround : 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.

Unless something has changed recently, you can only mark a message as SPAM using the buyer app or a browser, the option is not available in the seller app.

[PillowDetails]

I see what the OP means, when you view any listing, the breakdown shows -star for customer service.  That breakdown is not for Star Seller, and is the extra stars a Buyer can leave as an option after they leave feedback.

The answer in this case, @SohoGallery is that you have only one review in  the past 12 months, and any previous ones have dropped off.

* now that I think about it, not sure why the other two metrics show, and the Customer Service one does not.

[ArtDollsbyJD]

It may not work since spamming is an answer and needs to take place within the 24 hours.  When you got the noticed they were spammers, your next reaction should have been to spam the messages.

Etsy is being a bit diligent because the spammers are a big issue.  But as a seller we need to be aware of what we can do.  One thing is any spam message, don't answer just spam it.  

You have contacted Esty?  If not you need to do so.  Etsy is not here to reply or even see every thread.  Depending on who responds, Etsy may decide to fix the issue or they may say no.  It's up to Etsy. 

[SohoGallery]

Yeah well I strongly disagree with this scenario because they know it was wrong to count as an unanswered message when I tried to answer (even though they were scammers trying to get email) but got message from etsy that my messages would not go through due to "invalid accounts". How am I supposed to know there was a trick to mark as spam? Their customer service reps shouldn't expect sellers to know this " trick" and should just correct it. Thank you for the advice.