Customer Service/Star Seller

[ParsleyPatchPictures]

Hi.  I am new to this so please bear with me.

I have a small shop, I don't sell much but I have been a star seller for a few months.

Last week a message came through when I was in unwell with pneumonia that I tried to mark as spam.  Someone messaged me trying to get me to enter a give away.  I lost my star seller rating as they said I didn't reply within 24 hours.

I tried to speak to customer services and the associate told me there was nothing they could do.  All I said was that I thought it was disgusting and whilst I appreciated it wasn't her fault - I was still upset by it.  She replied to me and told me I needed to be reminded to keep the conversation professional.  I don't see what I said that wasn't professional and she made the whole situation worse.  She then just left the chat.

This is the first time I have ever had to contact customer services and I am disappointed with the outcome.

[AnniebelloPaper · Accepted solution]

Did you end up marking the message as spam? That should remove it from the metric for SSP. I'm not sure if you have to do that within the 24hrs for it to count. As for the customer service, who knows what offends some people and not others. Maybe it's not what is said but how it is interpreted by the listener. Regardless, that person is correct and they cannot do anything. 

Just a heads up ... the SSP doesn't really give you anything extra except a tiny purple star even if you get all the metrics. Perhaps set up auto reply when you're not well just to cover this metric.

As you are new, you may not be aware that using TM anything without a license can get your shop closed.

[FabioMcMustache · Accepted solution]

Hello, and welcome to the Etsy Community Forums!

We suggest using the Forums' Search function prior to posting (just be careful to not bump an old thread that hasn't seen any activity in the last months/years), as questions regarding the Star Seller Program have been extensively covered by our fellow members since its launch, as well as our official Star Seller Guide, which contains in-depth answers to some of the more common questions regarding Message Response Rate, Shipping, Local Pick-Up, Digital Orders, and other topics. You can check it out here:etsy.com/starseller.

Having said that, and since this thread does not pertain to a technical issue, it will be closed to prevent it from going off-topic.

Thank you!

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