Customer "Message Response Rate" incorrect

[Crowsnest3DPrinting]

Hello, I noticed that I have been incorrectly flagged as taking over 48 hours to respond to a customer's first message, even though that is not the case. I downloaded the .CSV and did confirm that it was a specific message/customer that it was an issue for.

They sent me a message for a custom order, within 24 hours of the first message I sent them back a custom order, yet because I didn't send them a text message along with the custom order I was flagged for not responding, even though I clearly responded with a custom order!

I've otherwise had a 100% rate at responding under 24 hours, this is a pretty upsetting blemish on what would otherwise be a perfect record, and would have granted me the third badge for fast responses which I'm now unfortunately missing. Any help with this would be appreciated.

[NanaLetha]

You must respond to all messages or mark as spam. Just making the order doesn’t count 

[Crowsnest3DPrinting]

I've figured that out and obviously won't make that mistake again, but I can't see how anyone would think that is fair or how that should work.

[Martybugs]

You don't have to respond to all messages - you have to respond to the first message in a thread - as per https://help.etsy.com/hc/en-us/articles/4403058372503-What-is-the-Star-Seller-Badge?segment=selling

[Crowsnest3DPrinting]

@Martybugs  And I did reply to them using the tools directly in the messenger, within a few hours of their initial message. The issue here is it is never specified (including in that article you link) that sending them a custom order does not indeed count as a reply, even though it shows up in the messages as a reply/response.

[luxcrafter]

@Crowsnest3DPrinting 

There is very little fair about how the star seller system is managed and implemented.

[Crowsnest3DPrinting]

@luxcrafter  It's honestly really unfortunate, and I really hope there is some change. I'm worried to find out what other kinda technicalities exist that they don't explain.

[luxcrafter]

Kid yourself not.  There will be no change.  It nearly killed them to change the "you're a loser" setting for 5 star reviews a couple of years back.

The real problem is that when an issue arises that needs fixing, they have staff that simply could not give a good Gawd [structure used to retain water, often for hydro electric generation] about a seller's problems. And they lack completely the permission to think for themselves to take action to help a seller. 

[Crowsnest3DPrinting]

@luxcrafter  Yeah this might end up being for nothing, but it's better than just taking it. Even if the majority of the community will overlook glaring issues for the sake of "That's just how it works" I will still be here to voice legitimate criticisms of the platform.

[luxcrafter]

The place is full of those types, but not I think so much because they don't care or are happy being sheeple, but rather because one can bang one's head against the Etsy common sense wall for only so long before giving up any hope of Etsy actually doing what is best for their customers - the sellers - over what is expedient for them and makes buyers happiest.  Sort of a mass depression that the reality is, Etsy doesn't give a da .. [structure..] about what they or you or I think.

[Crowsnest3DPrinting]

To be clear, I don't blame people for being complacent, most people don't have the willpower to voice their opinion (possibly repeatedly) or simply are too anxious. Also I'm sure the vast majority of sellers don't even touch the forums which is totally ok. Doubly so when it is a source of income (sometimes only source) for so many of us.

But that doesn't mean those with the willpower to do so shouldn't ever call out companies on their poor practices.

Even if this topic alone doesn't result in change, it can be another drop in the bucket to hopefully one day bring the change the platform clearly needs.

[CraftyCornishMaids]

nested in wrong place - moved

[NanaLetha]

It is fair because all sellers are treated equally. The bots are impersonal and detected you missed replying to a message.

[Crowsnest3DPrinting]

No it is not fair, there is no written policy explicitly stating that custom orders do not count as replies. I responded within a few hours with a custom order, which the customer purchased and was very happy with.

This is purely a technicality or a "Gotcha!" towards sellers and is completely unacceptable. If this is the policy they need to have it in writing, and any instances where sellers have been penalized due to this technicality should have it reversed.

As a seller, it is not my fault their bot for detecting messages/replies is faulty.

[BagmakerSupply]

@Crowsnest3DPrinting: "... there is no written policy explicitly stating that custom orders do not count as replies ..." True and can understand your point, but the Etsy documentation explicitly states that for Star Seller a shop needs to reply to (or report as SPAM) the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. The only exceptions mentioned are Messages from Etsy staff and Messages marked (reported) as SPAM. https://www.etsy.com/starseller

[Crowsnest3DPrinting]

@BagmakerSupply  The policy simply says I have to reply, I replied with a custom offer, it does not state anywhere that custom orders (which show up in the same thread) do not count as messages. I'll copy/paste the exact verbiage from the page below:

Reply to the first message within 24 hours

Responding to messages quickly helps create a great experience for shoppers. To qualify for Star Seller, you need to respond to the first message on a thread within 24 hours.

[Crowsnest3DPrinting]

@luxcrafter  Unfortunately a custom order which sends a message to a customer in response to a message they sent, by definition, is a reply. This is a platform specific issue that should not exist or at the very least be documented.

And no worries, I know things are a bit wild for everyone right now! This has been quite a slap to the face during these insane times that I really did not need right now.

[luxcrafter]

Yea, it's a 'message' but its not a 'message from you'.  They want your bleeding fingers pounding out platitutes to keep their customers happy and coffers filled for shareholders.

"How dare you not act in the best interest of Etsy by ensuring your customers are properly schmoozed and stroked?," they proclaim loudly.

[Crowsnest3DPrinting]

@luxcrafter  Haha too true. Although technically I drafted them a beautiful listing just for that one single customer, guess that isn't enough eh?

[luxcrafter]

If you really want to get them forget the custom listing mode and for that discerning customer (who must be since they are buying from you, right?) create a REAL listing with their name in the title "Listing for Karen", then send them the fee-reducing "Share and Save" link instead of letting Etsy handle it.  

You save money and are compelled to write your own missive to the customer!

[Crowsnest3DPrinting]

@luxcrafter  That's an interesting work around, thanks for sharing! I don't think I'd ever put a persons name in a public listing but definitely something I'll look into, ensuring it sticks to the platforms policies of course.

[luxcrafter]

That's how we used to do it before the Custom Order button was introduced in the last year or so.  Normally they don't stick around. 

And your custom orders created with the button do the same thing, and end up in your sold out area in the shop once purchased.

[Crowsnest3DPrinting]

Cheers, thank you for sharing! Actually didn't know anything about this share and save program Definitely will be looking into it more.

Not sure how I missed this button in the marketing menu haha

[AradiaDesigns]

You know what: I NEVER get credit for responding to a message. I responded within 7 hours the other day and it doesn't show. Etsy acts like I don't message at all. How can I get that fixed??

[Crowsnest3DPrinting]

@AradiaDesigns 

I'm so sorry you are also going through this, I'd try reaching out to support, especially with evidence that you fulfilled your requirements.

You can download a .csv showing which messages were credited or not from here:

https://www.etsy.com/your/shops/me/customer-service-stats?ref=seller-platform-mcnav&metric-overlay=m...

Click the "Download message history" link, then compare them to your actual messages to see if you indeed were not credited properly. In order to get a "yes" you need to have responded within 24 hours of the message.