Etsy Customer Service - Incorrect Speedy Response Rating - even with documentation!

[JoliaJamesDesigns]

I checked the forums and haven't seen this issue, so if there's a "fix" that I missed, please let me know.

I noticed that from the last review period, ending April 30, 2025, I didn't get a Speedy Response badge - apparently due to 3 messages that I allegedly responded to more than 24 hours after the potential customer contacted me.  After being on the chat with an agent (real person!) for nearly an hour, I was told they would "notify the tech team" since their agents can't adjust any Star Seller badges. 

I was told how to find those "errant" responses and how to download, since the customer service folks can't tell me when or who this alleged late responses came from.  I found the 3 contacts whom Etsy indicated that I was "late" in responding.  I sent the customer service agent screen shots of all three messages, to which all three contacted me AND I responded in the same day - as I usually do (often within an hour or two, unless it's overnight). The only other solution the agent could offer, besides sending my issue to the Tech Team, whomever they are, to show them what I sent him, was to submit this issue on this forum. 

I know I'm probably going to not get this issue resolved with Etsy, and of course, losing business because they made an error in my Star Seller designation, I'll just have to suck it up until June.  However, if there is any other recourse that someone has to offer in this situation, I'd be open to hearing it.  Thanks for reading and any potential guidance!

[JJewellerySuppliesUK]

Star seller is automated and I haven't heard of anyone having anything adjusted.  The agents will say they'll pass it to the tech team which I believe doesn't exist just to get you off the phone.  I can't believe you were on the phone for a whole hour!!  

Yes, sadly you will have to suck it up!

[JoliaJamesDesigns]

Thanks, I figured as much!

[mommawhazelsquilts]

Depending on what month the non responses were, it might be longer than June.  Stats are based on a 3 month period.  

There is ABSOLUTELY NO DATA that says sales are affected by SSB.  I have had it in my 2 main shops every month (almost 4 years) since it started and there are some months that sales were over the top and other months that sales were dismal.

I can't see where having SSB came into play in any of those months.  I have yet to have a buyer tell me that they bought from me because I had the SSB.

[PrimFun]

The chat individuals seem to have been schooled to tell people to come to the forums and that they send the supposed issue up to a specialist.  There is really no glitch.

Possibly the time frame in which the message arrived was problematic.  Or the message was in the spam folder.  It's one reason to check the spam folder daily for legit messages.  Buyers who contact many sellers in a short period are considered spamming and the messages end up in spam.

SS has nothing to do with whether or not you get sales.  Many sellers don't have it and they get sales left and right.  Most buyers haven't a clue about the program.  So if sales drop don't place the blame on SS.   

[JoliaJamesDesigns]

Thanks for all of the feedback.  There was no spam, nor did I respond "late" to the initial message.  It's just Etsy's error that I will have to live with and move on.  I appreciate the insights!