Inaccurate Star Seller Score -Etsy Support Agreed

[TheEnlightenedRose]

Hi, 

I am making this post after speaking extensively with an Etsy Support agent on my Star Seller score for the month of December. I have had Star Seller for the majority of the time I have been selling on Etsy, and for some reason I was not given the status for the month of December. I qualified for the customer service badge, but not on the Speedy Reply badge. All of a sudden today my percentage showed 76% response rate when just yesterday it was at a 91%, and the support agent who helped me also said it was 91%. One of the messages included in that 76% rate report was a message I marked as spam, that should not be counted, as well as only messages from the month of November, when in the Star Seller Dashboard, it shows that the review period is from September 1-November 30, 2024. If that one spam message was not counted into my score, I would qualify for the percentage needed for the speedy reply badge. 

I am requesting someone on the technical team, or the Etsy team that monitors these forums please adjust my score and give my shop the Star Seller Badge, as I was incorrectly scored. 

[SoigneTreasures]

We cannot help regarding the score as we are fellow sellers. What I would advise is that you set up an autoresponse so that any messages are replied to when you are not available.

[TheEnlightenedRose]

Helo, I understand that, I made this post as advised by Etsy Support because they are unable to do anything about score re-evaluations, that is a job for their technical team. I was told that team monitors these forums, and making a post is my only option to get this issue fixed. 

[CarpetCollectionAU]

The % to qualify for "Speedy Replies" is 95 % so,if you were at 91% at COB 30 Nov, you would not qualify for that Badge awarded 01 Dec.

Also, you are missing the "Shipping on Time With Tracking" Badge so you would not qualify for the overall "Star Seller" Badge, even if "Speedy Replies was at 95%.

As far as the "Speedy Replies" metric dropping to 76 %, you need to realize that the August data dropped off and the data used for the Badge/s awarded 01 Dec is taken from 01 Sept to 30 Nov.

As far as the "Spam" message is concerned, did you mark it as "Spam" within 24 hours of receiving it? If you moved this to "Spam" on 29/30 Nov, the data may not have refreshed in time for SSP awarded 01 Dec

Best to read the SPP documentation in the House Rules yourself rather than rely on Etsy Customer Support as it is a well-known fact that they often "get it wrong" and / or just give information you want to hear, not what you should hear. With respect of SSP, Customer Support (and the Help Center information) does direct Sellers to report in Forums, but, unless the issue is a major one which affects many other Shops, no one from the Community Specialist or Technical Teams will take any action.

https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling

https://www.etsy.com/legal/policy/star-seller-terms-and-conditions/1020908425032

[GemmaLuna]

it is actually 100%. you can't miss ANYTHING or you will no qualify for star seller.

[CarpetCollectionAU]

@GemmaLuna Sorry, but this information is incorrect.

Please have a look at your Shop Manager > Customer Service Statss page

Or read the 2 information Pages I posted above.

95% is the benchmark for SSP for Messages, Shipping and Reviews

80% is the benchmark for CSS for Messaging (but within 48 hours not 24) and Shipping. Reviews - No more than 4 Reviews have a rating of 3 Stars or lower.

CSS and SSP are two completely different things.

But at no time has Etsy ever mandated 100%

[dippeldiundscribble]

Self deleted.

[UppNorthEh]

Basically that's how they tell you to get lost.  91% doesn't qualify for message badge.  It needs 95%.  It's 76% today because September's stats have fallen off.  You have December now to make up the difference for January.  

The fact that etsy "support" couldn't tell you this really shows how little they know.  pretty much just a placebo

[CryzalisMasksUK]

Description is priceless, Lucky I just finished my coffee before I read the last line

[GemmaLuna]

it is 100%. if i miss one message or send one thing without tracking i don't qualify. i have to have 100% perfection to get star seller.

[Adorabilities]

@GemmaLuna 

The star seller standards are not 100%. But  for shops that don’t get a lot of orders or messages, one missed message or late order can bring them below star seller levels. For example, you need 19 on-time messages to counteract one single late answer.

So I guess practically, if a shop gets less than 20 orders or messages, then they do need to have 100% of those correct. But that’s only because with that level of messages/orders, each one is more than 5% of the total score.

[CarpetCollectionAU]

@GemmaLuna Repeating what I posted

@GemmaLuna Sorry, but this information is incorrect.

Please have a look at your Shop Manager > Customer Service Statss page

Or read the 2 information Pages I posted above.

95% is the benchmark for SSP for Messages, Shipping and Reviews

80% is the benchmark for CSS for Messaging (but within 48 hours not 24) and Shipping. Reviews - No more than 4 Reviews have a rating of 3 Stars or lower.

CSS and SSP are two completely different things.

But at no time has Etsy ever mandated 100%

[bradgoodell]

I don't know when it changed, but my Star Seller page says under "Messages":

• Service standard:  Reply to 80% of first messages within 24-48 hours
• Star Seller target:  Reply to 95% of first messages within 24 hours

Etsy Support can't change Star Seller for you so they will do anything to end the Chat quickly.  But maybe they were mistaking the basic standard with Star Seller.   According to Etsy, 91% is a basic service standard, but for Star Seller is needs to be 95% in 24 hours.

I don't remember the page reading exactly that way before, I don't remember "basic standard" on there.  But I could be mistaken.

[CarpetCollectionAU]

@bradgoodell The inclusion of "Customer Service Standards" on what used to be the Star Seller Page occured a few Months ago, about the time the Page was renamed in Shop Manager.

I believe this coincided with the increased importance being placed on meeting basic Service Level Standards and the increased implementation of "reduced visibility" for Shops which were / are underperforming where expected Service Level Standards are concerned.

But you are correct. A Shop can meet bacis Customer Service Standards yet fail to achieve SSP and CSS are more "lenient" than SSP requirements. Obviously Customer Support reps are just as illinformed as many Sellers where SSP and CSS are concerned. CSS is "mandatory" and there are consequences for failure to meet these Standards.. SSP is "aspirational" and there are no penalties for failure to achieve SSP (except, perhaps, for the "protection" it may give, in specific circumstances, against imposition of PAR

[vintageNCtreasures]

Support was wrong since 91% isn't enough for the star seller message badge. 
Support is outsourced and lots of times give out the wrong info.
They only told you to post on the forums because they know nothing can be done.
I seriously doubt anyone from Etsy's technical team will help or contact you from this post. 

The help pages state: "Etsy Support can’t make changes to your Star Seller data or manually award Star Seller badges."

Also for the star seller badge, the last 2 days of the month are NOT counted.

Messages sent on the last two days of the 3-month review period may be excluded from the current review period and counted towards the next period instead. This is to allow Sellers a full 24 hours to respond and not be penalized for messages received late on the final day of the review period.

How to Become a Star Seller – Etsy Help

[SoigneTreasures]

If you have the autoresponse set up there is no reason for any late reply.

[GladStoneatHome]

I lost Star Seller this month due to my replies. The kicker is that it was based upon a message that I attempted to reply to immediately as I was sitting at my laptop when it  arrived. I attempted to reply but the message would not go through because the user did not exist. Then their message to me disappeared so thought that it was be some sort of spam or whatever. A week later I noticed the message was back. I sent a message explaining what happen prior and it went through. That was enough for me to lose Star Seller!

[TheDustyPigStore]

Mine was lowered to 91% because there’s 2 threads for 2 separate customers (same person, same message, same time) one shows the full conversation that was answered immediately and the duplicate shows no answer.  I’m getting a percentage taken off for the duplicate! 

[dippeldiundscribble]

@TheDustyPigStore 

Go to your Star Seller dashboard (Customer Service Stats) and scroll down to the FAQ section.

https://www.etsy.com/your/shops/me/customer-service-stats

Frequently asked questions -> Messages -> What happens if I’m getting messages from the same user through multiple message threads?

If messages are appearing in separate threads in your inbox, then as it stands today you’ll need to respond to the initial message of each thread. One idea to help mitigate this in the interim is to set up an auto-reply or to create a Saved Reply for multiple messages from the same user that don’t need individual responses.

[Ranisfairyartnprints]

All my stats are at 100% , is still didn't get a star sellers badge 

[dippeldiundscribble]

@Ranisfairyartnprints 

Check your „previous review period“.

[hbhill]

I was dinged for one order without a tracking number. All of our packages are tracked and the order, on the tracking report, actually does have a tracking number. It didn't affect my star seller rating yet goes to show that the system is not accurate. 

[jewelIsleseek]

The rule is 95% or more valid responses. Did you make sure your reply was not marked as spam by ETSY?

[CraftyCornishMaids]

If you marked it as spam before the end of the month, etsy won't count it

If you marked it as spam, after midnight 30th nov UTC time, it will still be counted for that calculation

It won't be counted in the next calcualtion for 1st Jan.

.......

For messages, the customer service standard allows 48 hours for a reply,

so etsy only counts messages after they have given everyone 48 hours to reply, so all data is compete

That means messages for the last 2 days of the month, are only checked for replies, when they are due, ie the next month

so etsy is correct, they use the data to 30th Nov, but the data is not available for the last 2 days messages, until the following month

.... it also means, the messages from the last 2 days of August were included ... so it works out overall.