COMPLAINT - Star Seller Response Rate Status Knocked Down For Invalid Reason

[#1]

I'm a seller on Etsy and always had a 100% response rate with buyers.

I bought from another seller on Etsy and was communicating on one message thread. Then she started another message thread just to say thank you and I never responded because it wasn't something that needed responding to. So, Etsy knocked me down to 80% for that. What??

Do I have any recourse here?? Can I get that "bogus late response" removed?

Julia

[PawsPrintLove · Accepted solution]

So, I'm replying to my own message to clarify. I failed to mention in my original post that I had contacted the Seller first via the "Note to Seller" box while placing the order.   

This is the first time I've experienced RECENTLY where the message was NOT PART OF THE ORIGINAL MESSAGE THREAD I HAD STARTED WITH THE SELLER as with all other links like "Request Custom Order", "Contact Shop Owner", and/or the "Contact" link under your profile would start only one thread. In my opinion, the "Note to Seller" feature when placing an order should be acting the same way as those other links and only start one thread. Not multiple ones.

When she responded to my message, I thought it was in response to my message to her. Why it appears as a new message thread to my original message is a glitch in the messaging system. 

It is a glitch and/or oversight as it would go against the Etsy notification on top of all our message tabs that states: 

"We've made it easier to stay on top of Messages

Starting June 30, messages from the same buyer will be combined into one thread—so you'll have fewer conversations to keep track of, and can easily track your relationships with buyers."

I don't think this is a "not following the rules" type of scenario. I don't think a Buyer or Seller should be responsible or have their metrics downgraded for a glitch in the messaging system. But on the other hand, if it fails to be seen or corrected, I do have to accept that I'm on someone else's platform despite the glitches.

[AAANativeArts]

That's NOT an invalid reason. It clearly states right on the Star Seller page that you must answer each Convo at least once, no matter what it is about. Or if you don't want to answer, you can mark it as Spam and it won't count against you.

[PawsPrintLove]

@AAANativeArts

I thought she was responding to my message. I didn’t realize it was a new message.

[PersonalizeStation]

Buyers often leave a note to me with their orders, but this is completely separate from the actual messaging system. If I need to reply to those notes, I would be the one initiating contact with buyers through the messaging system at that point. Using the "note to seller" box when placing an order is not counted as an actual message. It does not show up in a seller's inbox, only on the order. 

So, where's the glitch? 

[PawsPrintLove]

My mistake then. I thought it did. In all the years I’ve been selling on the platform, I’ve only received one “Note to Seller” and that was a good couple years ago. I could’ve sworn back then that it started a message thread.

[PawsPrintLove]

Someone mentioned in another thread using auto-reply for messages. I think I’ll put that in place. 

[CuriosAnCollectibles]

I've never been dinged for "note to seller" messages on orders. So in your case there must be something else amiss.

[dippeldiundscribble]

@CuriosAnCollectibles 

This is what the OP wrote:

„I bought from another seller on Etsy and was communicating on one message thread. Then she started another message thread just to say thank you and I never responded because it wasn't something that needed responding“

„I had contacted the Seller first via the "Note to Seller" box while placing the order.“ 

If a seller wants to respond to a „Note to Seller“ he has to start a new message thread. As we know: every first message in a new message thread requires a response. OP failed to do that.

See also the explanation of @PersonalizeStation above in this thread.

If you never got dinged for a Note to Seller you may never received a reply in a new message thread or you may have always managed to answer those replies in a timely manner.

[leilahamaya]

yeah the whole combining messages thing does not work right. i got 5 messages from a confused elder lady a month or so back, i answered some of them and actually thought they would be combined, but they were not.  i was down 2 messages not being answered supposedly even though i answered three of them, apparently.  the three messages i answered were the only ones i needed to respond to, that had specifics or whatever.

i just dont care about the stupid badge enough to be too upset, but - just to say -its frustrating that it does not work.

i also seem to have other inaccurate things, i mail on time but it says i did not, sometimes its just a matter of time and eventually it fixes itself, but i have 2 that say missing info, although nothing is missing info. ah whatever, the start seller metrics are not accurate, its obnoxious that etsy expects a level of service they are not willing to provide to us, and causing people a lot of unnecessary stress. we already have a hard enough time juggling everything we need to and still trying to have a work life balance, without this absurdity and inaccurate program punishing and rewarding and doing so incorrectly with bad data in.

if they are going to make a big deal about these stats, and if they are going to give perks to them then they need to be 100% accurate. not 80% accurate mostly, except for older phones cant give higher than 4 stars ratings, or most messages combine but some do not for no reason, or for some obscure reason...or people leave bad reviews and state its because etsy is pestering them to leave a review and no reflection on you.

its not you, its etsy.

[1960sDollHouse]

I have the Star Seller, but I am always one hiccup away from losing it. Every shipment, I worry. When the item is delivered and I get no review I worry. It is crazy. One person's opinion should not have such an impact. And the seller's that hound me, I SPAM them. I lost the badge one month due to pushy seller. I always have the shipping down because I utilize the 3 to 5 business day option. I never take 5 business days to ship, more like 2, but I never have to worry about any holiday or any life event getting in the way.