Customer Response Rate Incorrect and Took My Star Seller Status

[TLynCreates]

Dear Etsy, seller support, I am in very much need of your assistance. I have reached out before over the phone and did not get the help I needed. It turns out my search visibility has been majorly effective due to my loss of star seller status due to my customer response rate. Since I have sold on Etsy, I pride myself in responding to my customers immediately. I’ve always had 100% response rate. As of November, December, I lost my Star seller status due to my response rate dropping dramatically. This was due to two customers who reached with a  “help request”. I responded to them immediately and helped them. They even left me reviews that state this. When I was on the phone with seller support, I had them go into the messaging and what happened with the help request. My response somehow It started a second message thread, which apparently is not attached to the seller response rating. You can clearly see it on the customer messaging And history that I responded. Again, there are two message threads. The message thread that is attached to seller response rate does not show this messaging. The other does. I don’t know how this happened, however, it’s affecting my sales and my ranking. I am desperately asking if somebody can clear this up so I can get my search visibility back. Can you please help me. I sincerely would appreciate it. Thank you kindly,

[BagmakerSupply]

@TLynCreates: The Star Seller metric is that the FIRST message of a EVERY new incoming thread be replied to (or marked as SPAM) within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. Help Requests always start a new thread because they also start the clock ticking on a potential case against your shop.

"My response somehow It started a second message thread ..." This would not affect Star Seller only new incoming threads do.

Have you checked the applicable CSV file available on your Customer Service (Star Seller) page (previous period for December 1st Star)? When you look at the file remember that that the dates / times are in UTC (not your time zone), only the first message of a new incoming thread is included (all that counts for Star Seller), and usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not.

"Dear Etsy, seller support ..." Just so you know, 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).

[Lovecrochetwork]

I also have the same problem as a seller TLynCreates. 

My Customer response rate has dropped sharply for some unknown reason. I always reply immediately or within an hour. I have never had a delay in replying. I would like to understand the reason for the low reply rate. I think it is a bug or a glitch in the system.

[BagmakerSupply]

@Lovecrochetwork: "I would like to understand the reason for the low reply rate." The answer to your question is contained in the the applicable CSV file available on your Customer Service (Star Seller) page. When you look at the file remember that that the dates / times are in UTC (not your time zone), only the first message of a new incoming thread is included (all that counts for Star Seller), and usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not.

[BootifulLabels]

Help requests always result in a copy of the request coming to your inbox as well as on the order.  This is to ensure optimal visibility as the Help Request has a deadline for action.  You need to answer the inbox message to confirm any action you are taking with the Help Request.  EG, if you need to refund, doing that in the Help Request is easiest, but you then need to reply to the inbox message to say, refund processed, to satisfy SS requirements.  You can save a snippet in the message system to use any time a specific action is required, so it only requires three clicks and is over and done with in a few seconds.

It may be frustrating but it is necessary if you care about SS.  

[PrimFun]

Did you respond to the Help request in Messages?  If not then that counts against you.  If you answered via the order that does not count for answering in Messages.  If the buyer sends a new message and a Help request both must be answered.

So did you answer the Help request or did you answer from the order?  The former needs to be answered as it is not linked to message in Orders.