Calculations on Customer Service isn't fair

[OhSoCookieCutters]

My Customer service percentage has dropped from 100% to 86%. A customer sent duplicate messages and although I replied within a few hours, my score dropped because I didn't respond to both messages. I find this unfair.

[JJewellerySuppliesUK]

It is fair.  All messages have to be answered as the bots can't distinguish who they are from or if they are duplicates, just an unanswered message.  Go back to the message and mark it as spam and your score might recalculate.

[NanaLetha]

What is unfair about it?

[audreytherese]

I find it most common that a customer will send me a message, then as I'm typing a response, they'll send in a help request with the same exact message. I think Etsy is prompting them to send it that way. The two messages are handled differently and should have shown up in your message thread separately. This is how you would have known you needed to answer both. 

[dippeldiundscribble · Accepted solution]

@OhSoCookieCutters 

Go to your Star Seller dashboard and scroll down to the Q&A section.

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

Questions? We’ve got answers. -> Messages -> What happens if I’m getting messages from the same user through multiple message threads?

If messages are appearing in separate threads in your inbox, then as it stands today you’ll need to respond to the initial message of each thread. One idea to help mitigate this in the interim is to set up an auto-reply or to create a Saved Reply for multiple messages from the same user that don’t need individual responses.

[OhSoCookieCutters]

Thank you for this. I’ll check it out.

[CoquetteBath]

Etsy has a lot of requirements for everything. Like answering messages (all of them, regardless of 'where' they originate). Actually making the items sold. Not using images or stuff that is IP. Not everyone follows all of the rules. But everyone should.

[TheVioletGoat]

Perhaps I'm in the minority, but even before Star Seller, I would ALWAYS respond to ALL messages. I would frequently have customers send multiple message threads. I'd respond to one and then in the other threads, I'd say something like: 

I responded to your other message but in case you don't see that, I'll copy it here as well:

[then I copy response text here]

Someone please tell me I'm not the only seller that has always done this? 

[WitticismsRus]

@TheVioletGoat 

You aren't the only seller who has always done that. I have done the same even before star seller stuff.

[TheVioletGoat]

@WitticismsRus Thank you! It's good to know I'm not the only one. 

[PrimFun]

I did that too even before Etsy got anxious about responding within 24 hours. 

[OhSoCookieCutters]

Thanks, I didn’t think to do this 

[mommawhazelsquilts]

No, you're not the only one.  Most of us were taught manners as we were growing up.

[VINTAGEbytheMAGPIE]

  Its a system driven measurement. It's Black and White. You follow its rules or you don't.

If you don't this is what happens. Nothing to do with being fair . What happened here means you havn't understood or took the time to check the rules. Id recommend checking them now.

[LindaStoltzfusArt]

The help request is confusing though and not black and white in my opinion. I lost star seller because 2 customers sent a help request asking to cancel their order. I cancelled the orders and included a note with the cancellation. Apparently I also need to return a message directly to the help request. Etsy makes it look like I am answering directly when I use the help request button to cancel.

[PrimFun]

@LindaStoltzfusArt  Canceling the purchase and sending a reply is not the same.  The two are not linked.  All new messages in messages must be answered by replying or spamming.  A reply in the refund area does not count for the message ssytem which is connected to the star seller program.

[PrimFun]

Yes, but the rules state all new messages must be answered.  To answer, reply or spam.  You should have spammed the duplciate.

[LindaStoltzfusArt]

@PrimFun 

Lesson learned the hard way!

[OhSoCookieCutters]

Yep- so true

[LindaStoltzfusArt]

It just frustrates me a bit when you all say its the one thing thats easy to do, answering all messages. It may be easy, black and white. The problem is that some of us don't see black and white. Me: I have brightly coloured marbles rolling around in my head all the time. "/

[OhSoCookieCutters]

Me too.

[VINTAGEbytheMAGPIE]

IF you are bothered about the metric, then find a way to manage it that works for you. There is absolutely no reason to miss a message when Etsy give us the option of automated messaging

[AAANativeArts]

That's on you. It has been posted in the forums 100s of times, and it says so right on the Star Seller Page that you have to answer every inquiry at least once, regardless of what it is about.  You could have either marked the duplicate as spam or just replied with something like "See my other post."

If  you mark the mised post as Spam now, your Star Seller score will likely go back up in a few days.

[nineteen27]

this is actually one of the only fair things on etsy.

because all of us...

yes... all of us.

have to follow that rule.