My first time posting in this forum. Lost my star seller for July, over a spam message. The only message I didn't reply to was a spam message asking me to pay for a vendor table at some local event. I did mark it as spam but apparently there was a glitch and it wasn't recognized as spam. I used the chat option to notify Etsy and the rep was obviously not trained properly. Her replies were just re-typing the rules from the star seller program. She wasn't acknowledging anything that I said. When I said this was a spam message she replied it doesn't matter, that I must reply to any message I receive.
I told her she was incorrect and asked her for a copy of the chat, which they are supposed to supply, she said if I wanted a copy than I need to do a screen shot of the chat myself. Every interaction with a customer has a reference number to it and she wouldn't supply that to me. Then she said she was ending this chat, and did so. I did copy & paste the entire chat into a word document.
Then I used the request a call option and spoke to the phone rep. He was much better trained and could access my messages and the chat that occurred. The phone rep acknowledged the message was spam and said they'd been having issues with spam messages not being tagged correctly and still being picked up as working against a seller for not responding. He then said they are aware the system is broken and are actively working on it, but nothing he can do about making my star seller status be correct.
It's similar to receiving a traffic infraction ticket in the mail for running a red light but proving to the court that the light was in fact green. The court then says, we acknowledge the system is broken but you still have to pay for the ticket and it remains on your record....
