FYI, Etsy expects us to work on Christmas

[RefinedRuffian]

Since this is now the only place I can go for assistance because chat support for sellers is so bad, posting here.

Also posting to inform other sellers about this surprisingly strict & unprofessional Etsy policy.

I missed my star seller badge for January due to one message, sent on Christmas, that I responded to the next day (but outside the 24 hour window). Etsy chat support confirmed this and informed me that Etsy expects sellers to answer messages within 24 hours, even on holidays. I took a screenshot. To say this is unreasonable is an understatement - in a normal workplace, it wouldn’t even be legal.

I’m truly hoping I was accidentally misinformed by chat support. Asking Etsy for some clarification or confirmation.

[NanaLetha]

If you are not available to reply to messages, then you can set up auto-reply. Not everyone celebrates Christmas.

[RefinedRuffian]

I appreciate your input, but Celebrating it or not is irrelevant. It’s a national holiday for a large portion of the global population.

[dippeldiundscribble]

Etsy is a global platform.

You can't expect them to take into account every single holiday in all the different countries.

[Marmalady]

Messages have to be replied to within 24 hours.
No ifs, buts or exceptions

Etsy realises that there will be times when sellers are unable to answer within the time -- and so have given us the capability of setting up an auto-reply for the times we are not available

It would have taken you at most a couple of minutes to set up an autoreply saying " Am celebrating with my family. Will respond on xx date"

[TickleYourWitch]

Etsy gives us a tool for this situation. The auto reply. It's up to us whether we use it or not. If you don't have auto reply on, you have to answer messages. It has worked like this for years now. 

[CraftyCornishMaids]

etsy lets us take holidays whenever we want

If you are on holiday, then put your shop on holiday, and set up an autoreply

Even in places where Christmas is a public holiday (and it isn't, in huge numbers pf places), people still decide to be open and run their business, to take advantage of possible trade

So it's our choice, to be on holiday, or not, whatever the day - Etsy doesn't decide, we, as shop owners, do

[audreytherese]

Etsy doesn't automatically disqualify any dates where a response is not required, even on Christmas. Support was not wrong in this case, and you made an error by not managing your shop correctly and setting up an autoreply if you weren't going to be available to respond.

"To say this is unreasonable is an understatement - in a normal workplace, it wouldn’t even be legal."

This isn't a normal workplace and there certainly isn't anything illegal about it.  

[VINTAGEbytheMAGPIE]

you say Etsy expect us to work at Christmas ....No they don't, but if you want to be part of the Star seller programme you have to follow Etsy rules to qualify.

In relation to the messaging metric, and the issue you mentioned, You chose not to activate your auto reply, then didn't reply to a message within 24 hours.

you say... I’m truly hoping I was accidentally misinformed by chat support. No the information supplied by support is correct. You clearly missed the metric.

[pixiebell]

The auto-reply is a lifesaver. I wish we could set it for longer or indefinitely. I hate feeling tethered to my messages. 

[PristinityJewelry]

On holidays, set auto-reply.  Simple as that.  Done.

[DougsVintageStore]

I set up Auto Reply last year after I too didnt reply to a message in time.

Its worked several times for me when I might not have gotten the message in time.

Best of luck.

[LastCentury]

Based on this, why should Christmas be singled out as the only message holiday where response time doesn't count? What about Chinese New Year? Thanksgiving? Diwali? Eid?...

You've been here since 2009, you know how it works.

btw, update your shop announcement.

Happy New Year!

[CoquetteBath]

Hannukah, Yule, Solstice...or even Saturnalia...

I celebrate Christmas, but not everyone in my family/circle do  for religious reasons...

some just do for presents!

Also, I did set up the autoresponse, but I guess I did it incorrectly as I got dinged for a few messages I missed...

[TheAtticRooms]

Not sure why you didn't take advantage of the auto reply setting? It's super quick to set up and saves having to worry about this sort of thing.