Etsy 5 star rating - downgraded because I didn't respond to a seller I bought from

[LucyHughesCreations1]

I have been penalised for not responding to a message within 24 hours, but this was for something I bought personally from another seller, and this was only was merely automated response checking if I needed further help (which I didn't). I shouldn't have MY seller communication score downgraded because of this.

[JackisJustVintage]

All initial messages need a reply or be marked as spam. Doesnt matter where or who the message came from, it needs to be addressed. It is the way it has always worked. Bots cannot tell why you recieved the message, they only know that you did. The star seller page has all the requirements.

[AnnaleasFinest]

The Etsy rules are clear cut, you see them when you click on "starseller" in your dashboard. (I'm on laptop)

Reply to the first message within 24 hours

Just the first message in the thread counts, not the ongoing convo.

Messages that you mark as spam don’t count.

Set up an auto-reply when you’re unavailable. It counts as a reply."

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You also see a blue message from Etsy if you need to reply.

[OmasFabricStash]

There has been many threads about this so you aren’t alone. When Etsy said to respond to all messages that meant all of them not just the ones that matter. If I message you and I ask what the weather is like in London you need to answer it or mark it as spam. 

[TonsOfPaper · Accepted solution]

Hello @LucyHughesCreations1,

Please know that the Message response rate counts initial messages from all Etsy members, both buyers, and other sellers. This is because fellow sellers could be potential buyers for your shop. If it's not a spam message it requires a response within 24 hours. If it is a spam message you can mark it as such and it won't count toward your score.

Thank you very much!

[WillOaksStudio]

It ALSO tracks non-member shoppers who happen to message—as guests—from the PATTERN website! I learned this the hard way and I’ve been docked for jumping straight to email to help my customer & didn’t realize a PATTERN message was SEEN but not answered via the ETSY message system.  But guess what? It’s a lose-lose! Lose stars for guest comments not answered “correctly” but customers can’t LEAVE stars for excellent service & products.  I think this is a FLAW.  It’s totally inconsistent.

[WillOaksStudio]

Today I learned that messages sent via my Pattern site ALSO count towards this 24 hour DEADline even tho it was to send me an email address so we could set up a custom order (I’m losing star seller here again!?) We have a documented email exchange but that doesn’t count/doesn’t matter…AND….excellent customer service provided via my stand-alone Pattern site DOES NOT get registered to boost star seller stats. “Heads you win…Tails I lose…”. Unbelievable that I’m paying for this! 
Sooo-should I close my 14 year old ETSY shop? Or move my web site hosting? It never occurred to me that the Mommy syndrome would include surveillance of my stand alone website…also-don’t kid yourself…losing the star seller thing DOES impact sales & visibility here in my experience…

[WillOaksStudio]

P.S. the customer I’m referring to here is NOT an ETSY member,as per regulations…

[BootifulLabels]

Sellers can be buyers too.  In order for Etsy to determine whether a message you receive from another Etsy seller is about a purchase you made or a sale you received, someone from Etsy would have to read your messages.  Would you really want them to do that?  You have two options, get into the habit of marking messages from other sellers about purchases as spam, or don't use your seller account for purchasing.  You can create a second ID just for buying and keep all messages about purchases totally separate from your sales activity.

[McGaughStudio]

Same for me. In addition the message also offered a coupon for my next purchase. I did not see a need to respond to a "Thank You"  email. What happens after I respond to the Etsy seller? Will this email ping pong back and forth between our shops forever?

[FabioMcMustache · Accepted solution]

Hello!

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