Getting deranked for not being Star seller

[ScotchInHandMillwork]

So I’m getting de-ranked in search listings despite being a 4.9 star rating seller for almost 5 yrs here. In order to get restored to normal search rankings I have to respond to messages or ship my custom items “on time” (which constantly vary due to being custom). 

So how exactly am I supposed to “redeem” myself if now I don’t get any traffic, don’t get messages, don’t get any orders because Etsy is more concerned about ranking international vendors and people who just game the system to check boxes? I’ve been a loyal seller here giving Etsy a large chunk of my profits for 5 yrs now, I’ve paid for ads throughout those 5 yrs and this is how I get treated? 

[heavyistheheart]

I added shipping to all my Canadian customers to achieve the star seller - all sales seemed to stop so I am going back to offering my normal prices without shipping and have had 3 sales within Canada the past 3 days. This does not answer your question but makes me wonder how much the star seller really boosts ranking.

[PoochandTabby]

Star seller has no bearing on ranking. Etsy has said this multiple times.

But you will lose favour if you are not meeting the minimum customer service standards. Everything has to ship on time and everything, if you are a US seller, has to ship with tracking. 

Then there are all the things that affect your shop score, your quality score and so forth that impact your ranking.

Might be worth it to read the legal policy on how search works. 

https://www.etsy.com/ca/legal/policy/search-advertisement-recommendation/899478564529

Not understanding this statement "Etsy is more concerned about ranking international vendors and people who just game the system to check boxes."

Where a shop is based matters for search, sure. If you're a Canadian or American for example, you can filter just for sellers from your country. Other than that, you don't get a 'one up' for being an "international vendor." 

[cindylouwho2]

The Star Seller minimum is higher than the requirements for our customer service stats - you only get deranked for the latter. 

"ship my custom items “on time” (which constantly vary due to being custom)." then you need to add that time to your processing time, and the rare situations where it will take longer, extend the processing time on that particular order, which you can do once on each order. 

Shipping on time has been the rule for years; shops have been closed for failing to do it. While you can disagree with the rule, I feel most of us like the fact Etsy is actually telling us what the specific requirements are now, since so many sellers didn't seem to know for some reason. 

[audreytherese]

I don't think it's as much that you are 'deranked for not being a star seller', as it is you are possibly getting dinged for the reasons why you are not a star seller. Similar, but not the same (because if anyone not a star seller was 'deranked', then there would never be new star sellers joining the club each month).

You have the reviews badge, so you made enough to qualify. However, you don't have the messages badge or the shipping badge. Being in the US there's no reason not to have tracking, so it's reasonable to assume that you had at least 1 late shipment where the ship by date wasn't extended. Same with the messages, there had to be at least one message missed in the 24 hour time period. Had you missed one of those and not both, you may have escaped the 'punishment'. 

It's also quite possible that things are just slow right now. There are posts every single day by shops that have died off. Some that were successful for years, and then just poof, crickets. 

"how exactly am I supposed to “redeem” myself if now I don’t get any traffic"

Seems like you may need to work on creating your own traffic. 

[TreeTreasuresCanada]

I've been selling on Etsy since 2013, never shipped late, answered all messages on time, great reviews, never had a case against me, never even had an item returned.  I have Star Seller this month  My views are almost nonexistent.   I have only had one order in October and it was from a repeat customer. I had more sales in September when I wasn't a Star Seller.  If being a Star Seller plays a role in search, it appears to be a mighty small role.  I suggest that you don't worry about the Star Seller designation.

[BagmakerSupply]

@ScotchInHandMillwork: "So I’m getting de-ranked in search listings ..." How do you know this is the case? With all the testing and tweaking Etsy does, cause and effect correlations are very hard to make on Etsy, particularly since the latest search change - and many many shops have been reporting massive drops in views and sales even with Star Seller for quite some time.

As expressed so eloquently by others, not having Star Seller will not (yet) affect search ranking, but if your shipping and  / or Message replies is below the Customer Service Standard that will hurt you.

[cindylouwho2]

@BagmakerSupply Etsy is sending people emails saying that they may be hurt in search for low customer service stats. There is also a notice on their customer service pages. I posted a screenshot from a shop last week. 

[BagmakerSupply]

@cindylouwho2: I figured that was the case, but the original poster titled the thread as 'Getting deranked for not being Star seller' which as you pointed out is not the case,

[cindylouwho2]

@BagmakerSupply fair enough. I just assumed that part was accurate because there are so many other reports in the last day. Here's a Reddit thread: https://www.reddit.com/r/Etsy/comments/1g904z9/so_apparently_3100_sales_and_a_rating_of_45_isnt/

[HeartlandWithLove]

I see in several replies that we are able to extend our processing time 1 time per order.  

What is the best way to handle this situation?  (Etsy just sent me a warning message that I'm not shipping on time)

I make custom memory animals from loved one's clothing and Birthweight animals from outgrown baby clothing.  It often takes several weeks or even months for customers to send me their clothing.

I have my processing time set for 10-weeks (maximum), but sometimes I haven't recieved the clothing yet.

Thank you,

Connie

[BagmakerSupply]

@HeartlandWithLove: Unfortunately your situation is one of those edge cases that Etsy is not really set up to handle. One suggestion would be to notify the buyer that you need to receive the material from them no later than x date or you will be forced to cancel the order. Then when you do get the material you have that one chance to extend the ship by date if needed.

Long processing times is not helping you in search and repeatedly failing to meet scheduled ship by dates will definitely hurt.

[ACertainFeel]

You offer a GREAT and unique service so I would hate for it to go away. Etsy is VERY SERIOUS about shipping on time. Maybe try something like below. 

Within your listings you could NOTE that it takes appr 4-6 weeks (or whatever) if you receive the clothes within 14 days of purchase. If clothing is not received I will unfortunately need to cancel, but take heart, you can always purchase again!

Then stick to your guns. 

[GlassyFields]

I do a lot of custom orders.

I put in a lot of contingency in the processing time. Because ... like you say, custom can vary quite a bit.

And if I can't ship by the ship date ... often because the customer is asking for tweaks,  I extend the ship date ... again, with contingency.

Etsy really isn't designed for custom ... so use the initial and one time extension wisely.

[CraftyCornishMaids]

If you are asked for a custom order, then put the time in it will take, when you create the custom order listing

you non custom order - ie made to order, you should know how long that will take you,

so put in the correct times.

Star seller does not count for, or against you in ranking

look eleswhere

[GlassyFields]

@CraftyCornishMaids says ... there are different types of custom.

I get custom orders where people want something I've done many times but in a different color. Pretty straightforward to estimate the processing time.

Or custom orders where people want many of something I have 1 of ... again pretty straight forward to estimate the processing time.

Then I get custom orders where they want something I've done but with a variation I haven't tried ... bigger, smaller ... so I factor in some prototype time.

And I get custom orders asking for something quite off my beaten track ... with those I factor in what I think, with lots of contingency.

But all my custom orders include some contingency. Contingency is for stuff like losing electricity due to a storm, a kiln needing a new relay, me needing to run to Urgent Care when I'd planned to be working on the custom order. Those things rarely happen ... but that's what contingency  is for ... those things that sometimes happen and eat up time.

[CraftyCornishMaids]

The OP calls their made to order items - custom, in the listing, when they are not,

yes, they should ensure, in their made to order listings, and any custom listings, they allow  time.

It's down to them

[ThePurplePuppy]

I just had to step in and tell you when I read the title of your inquiry , instead of reading deranked--I read that as "debarked"--not just once but several times: I guess I need to add this to the saying "You know you are too doggie when you-------"   LOL

[HouseofWhisperingFir]

LOL! 

[ScotchInHandMillwork]

Lot of geniuses replying, how'd I get so lucky?

[audreytherese]

Well that reads as very condescending. 

[TickleYourWitch]

Must be your winning personality. 

[cindylouwho2]

@ScotchInHandMillwork "Lot of geniuses replying, how'd I get so lucky?" Including yourself, now, I guess. 
; - )

In all seriousness, lots of other sellers do mostly custom orders (not made to order items, but actual custom orders with buyer input) and they've figured out how to adapt to Etsy's rules. I am sure you can accomplish this if you put your mind to it! 

[TinLizziAntiques]

OP, everyone answering your question is a volunteer and some are taking time from creating their own custom work for their customers. I find your reluctance to listen tactfully an attitude you could change.

[ZenCatPottery]

@ScotchInHandMillwork  If you can't process custom orders within the time frame specified on your listings, you need to extend the time frame on those listings.  It isn't fair to customers who order an item expecting it by the date cited in your listing and then it goes longer.  Also, doing this will help your star seller rating.

Regarding replying to messages, it really isn't that difficult to reply to messages.  If nothing else you can send a reply stating that you will reply within the next 24 hours, or whatever time frame works for you.  That will help your star seller ranking too.