Etsy has miscalculated my message response percentage.

[#1]

Any advise - Etsy have calculated my message response rate wrong and as a result I have lost my star seller - can anyone advise me what’s best to do? 

[CatsWhiskersCurios]

I didn't express a view as to whether I like the rules or not, or like the SSP or not.  That's irrelevant.  I'm stating facts, nothing else. 

[4WingsandaDream]

 My August stats do not have July 29th -July 31st included in my data for August.  They did not include them.  There are 7 messages not counted. 

I have messaged, opened MULTIPLE support tickets, and sent concrete documentation of the issue to Etsy. 

I keep getting the run around or canned answers then they just close the ticket.

So I open another ticket.  I was honestly told by an Etsy support member that they do not have to use all of the messages in the last month if they do not get to it. 

My scores are reviews: 5.0 average rating. 100% on time shipping and if you include the messages that per the Etsy seller handbook, are supposed to be included, 96% on message response rate.  The 7 valid, messages that were received and responded to on time July 29th-July 31st cost me star seller since Etsy refuses to include them. 

Jules 

[CappuccinoLace]

Yup, etsy misses the last 2/3 days of the month. it will be included in next months, but then the last few days of august will be missed.

One of those glitches.

[SeasideRoseCreations]

Start your own thread.

Lately, the forum mods have been looking at them and escalating them if they feel the need.

A lot of times, what we are told by the help center is wrong.

@4WingsandaDream 

[4WingsandaDream]

I forgot to add. I have never had a case or complaint opened on my shop. 

[4WingsandaDream]

I am following the rules, that is the point. Etsy is not

[4WingsandaDream]

Leaving out messages that should count in a sellers favor is WRONG  Glitch or not.  

[GothamBBC]

Bottom line, we all strive to make our customers happy. To attain the SS badge takes a lot of work. It would not hurt so much to lose the status if it was not so hard to attain. There are so many sellers who feel similarly about having the status taken away on a split hair. Rules are written and can be edited as quickly as we edit a listing. Managers are there to mediate when rules leave customers feeling less than whole, we all do that for our customers. So why isn't ETSY doing the same for the folks who are experiencing reasonable disappointment with the SS program? 

It's not like the shortcomings are not apparent.....IMO they are abdicating responsibility for their own rules and program.  

[CraftyCornishMaids]

etsy changed the messaging system, for sellers who couldn't be bothered to reply to each thread,

and now people are complaining about the change.

Etsy isn't going to have a bespoke method for everyone.

and there will always be some who like it, and some who don't, and some who realise the blue badge isn't worth the pixels

[CarpetCollectionAU]

@GothamBBC I am perfectly aware of the shortcomings of the SSP. Although I apply the exact same attention to every Shop I operate here (currently 5) I have also "felt the pain" of the SSP system. One of my Shops has had the SSP continuously, every Month, since SSP implementation. 2 others lost it due to 4 star reviews on multiple purchase Orders. This took 3 Months to rectify. The other 2 Shops sell higher priced product and, whilst well over the USD $ 300.00 benchmark, failed to meet the 10 Orders metric. Now that this has been revised to 5 Orders, we are again "on track".

But, one metric which I have never had difficulty satisfying is the Message Metric.

I know the rules and work within and to them.

When a Messagge Metric is not met, this is not a "split hair" decision. The rule is clear and whether or not a Seller meets it is straight forward.

But I will add that the new "improved" Messaging System is not an improvement. Messages attaching to previous mesages, often related to completely different concerns / Orders, is making life difficult for many Sellers for numerous reasons which have nothing at all to do with attention to Message response timeframe.

In closing, I woud like to add that, whilst no apologist for Etsy Systems, in the case of SSP (which is "optional") Etsy is not "abdicating responsibility for their own rules and program". It is quite the opposite. They set the parameters for the program, they set the rules and Sellers can choose to abide by these or not as they see fit.