Auto Reply Not Working

[Coldhollowoodworking]

We were camping for 3 days with no service so we set up an auto reply message before we left. We just got back and it looks like it did not work. How do we go about fixing the damage this caused to the star seller calculations? 

[ArtDollsbyJD]

You will have to ask Etsy if they will make allowances.  They can check to see if your responder is not working. 

Did you check to see if it was working before you left.  I always double check cause sometimes my computer hiccups.

Otherwise you may just have to take the hit.  Sorry,  

[NanaLetha]

How long did you set it for? You can set it for up to 5 days.

[ChristmasIsLove · Accepted solution]

Some seller misunderstand the settings for Auto Reply, which has been clear from other forum threads. It's possible that you didn't set it up correctly. It only lasts for a max of 5 days, and you can accidentally set it for much less if you don't pay close attention to what settings you select.

[CraftyCornishMaids]

when you set up an autoreply, the default is 1 hour, 

If you want it to be longer, you have to select a longer time - are you sure you selected a longer time than 3 days?

[Coldhollowoodworking]

Thanks everyone. We misunderstood what the time setting was for. It seems like that's a common issue and I don't understand why Etsy hasn't changed the wording to make it more clear. The main thing that threw me off was the short time settings. It makes no sense to me why someone would set an auto-reply for 1 or 4 hours. I thought that was when the auto-reply message would be sent to the customer. It makes sense now but I'm pretty upset that I won't have star seller over unclear wording by Etsy. (Only one message was not responded to within 24 hours, but we get so few messages it dropped us to 91%.) Has anyone had luck getting something like that forgiven?

[BagmakerSupply]

@Coldhollowoodworking  :  Unfortunately, Etsy had made it clear that they will not manually adjust Star Seller data. 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 this is also "end of month" and it is very possible that it will not correct in time for the September star.

[CraftyCornishMaids]

and marking as spam, will stop you from seeing future messages from that person, which means you may miss a repeat buyer, or the chance to head-off a case

[Coldhollowoodworking]

Gotcha. This is especially frustrating because we haven't had star seller for 5 months because someone sent a note saying "Thanks so much" when they placed an order and we didn't respond to that. (That was the second month after star seller was introduced.) We were days away from finally getting it back and now this happened. 

[TonsOfPaper · Accepted solution]

Hello there,

Kindly know that the time settings for auto-reply were for the duration of how long you’d like to have your auto-reply on. While we're unable to Etsy Support can’t make changes to your Star Seller data or manually award Star Seller badges. Please remember that your scores are evaluated monthly, so there is always a new opportunity to earn Star Seller.

Thank you very much!