Error in the star seller program

[MissisCute]

My shop has always had a good rating. Today I saw it dropped to 4.7 even if I didn't receive any new reviews last night. Etsy says this rating is based on the last 10 reviews. But out of the last 12 reviews, only one is 4 stars, and 11 reviews are 5 stars. I've noticed things like this before, an error in the program algorithms reduces my chances in the search and I lose potential buyers. This is unfair to the seller who meets all the requirements of your platform. Yes, buyers see my 5 star rating and star seller badge. The 4.7 rating is reflected in my store settings and I know it affects the search, since any nuances reduce the chances of sellers to be at the top of the search.

[NanaLetha]

Are you looking at customer service stats.

[MissisCute]

Yes

[GieseDeseiGns]

Are you talking about a 4.7 over all (the last 12 months) or for star seller last 3 months?

[MissisCute]

Today I saw a 4.7 rating. Etsy says it's based on the last 10 reviews. So I think it's a bug in the program.

[MiaPatrino]

There's definitely something wrong with the Star Seller program.
Yesterday I had 71 five-star reviews.
Today I got 3 more and... surprise! Customer service stats only show 58 5-star reviews.
Just in case, I counted the reviews since the beginning of March and yes, I have 74 five-star reviews.
16 reviews have disappeared...

[BootifulLabels]

Star Seller Stats take a day or so to update.

[MiaPatrino]

Yes, I know. The problem is not that the last 3 reviews are not included, but that 12 of those that were already on the list have disappeared.

[MissisCute]

@BootifulLabels 

Yes, but I haven't had any changes lately except for more five star reviews. And the rating has gone down. Weird.

[GlassyFields]

From time to time, I've noticed oddities with Etsy's numbers for periods of time and then a few hours or a day later, they are correct again.

[MiaPatrino]

Today the error has already been fixed. So - thanks!

[BootifulLabels]

It is straight out math, you need a 98% or more ratio in the 3 months of the calculation period, not the last 10 reviews, ALL reviews received in the 3 months prior to the assessment (1st of the month after the 3 month period ends).

For the badge you are currently working towards, you need to look at all reviews received during March, April and May (so far).  You have received 14 reviews since March 1, 1 of those was a 4 star, 1 was a 3 star.  That leaves you with 67 stars out of a possible 70, which equates to 95% or a 4.7 star average.  

[timelapse]

@BootifulLabels - See my post below...something is messed up! I tried calling today, was told to expect a call in 1 minute....9 hours ago!

[MissisCute]

I understand that. Until today the rating was 4.8. There were no changes in the last few days. Today the rating went down and I thought it was a bug in the program.

Thank you very much for the detailed explanation. My question was about rating downgrade message from Etsy. Unfortunately I can't attach a screenshot here.

[timelapse · Accepted solution]

Yep, I went from 12 orders shown yesterday to 8 today! And from $269 yesterday to $215 today!! (with no cancelations except one that never processed.) AND it says the same exact $215 for Feb/Mar/Apr as it now does for Mar/Apr/May.

No other changes, no orders or reviews came in etc. Just big weird changes to numbers. (I understand the program thoroughly as I have been a SS for all but 2 months since the beginning and a seller here since 2010!!

Something is definitely screwed up! Major glitch somewhere...surprise, surprise!!

[GlassyFields]

I set up a little spreadsheet in Excel and have been tracking the star seller ratings for about 2 years ... so far they're correct.

Star Seller will tell you how many ratings you have for the current period.

Each 5 star rating * 5 = x

Each 4 star rating * 4 = xx

Each 3 star rating * 3 = xxx

Each 2 star rating * 2 = xxxx

Each 1 star rating * 1 = xxxxx

Total x + xx + xxx + xxxx + xxxx

Divide by the number of ratings. You'll get your exact score. Etsy rounds to the nearest 10th (e.g. 4.84 will be rounded to 4.8).

I've seen Etsy Star Seller stats take 1-3 days to update and Etsy may not count reviews at the tail end of a month in the current review period. They'll be counted the next review period. I've also seen 2 reviews I challenged totally disappear and they were not counted.

[NanaLetha]

I just checked mine. My orders decreased and so did the money! It was correct this morning.

[Amaradorn · Accepted solution]

This is what I think your current shop review rating should be for the period March-May (next SS review June 1st). If you receive any 1-4 star reviews before June 1st, then that rating will go down. When counting your reviews manually, you need to set the display to 'most recent' otherwise you may not see all the reviews in date order.

5-star x 13 = 65

4-star x 1 = 4

3-star x 1 = 3

Total = 72

72 / 15 = 4.8