Incorrect Star Seller Stats

[JulieAnneTreasures]

My CSV message stats say I didn't respond to 2 customers within 24 hours in November and my response stat has dropped from 100% to 71%! In the first instance I went to check my message log and found I sent this customer 3 messages which were all delivered within the first 24 hours. I also used 1 of the cancellation screens to cancel and refund her order within the 1st 24 hours. The screen I used didn't remove the order from my order queue. I had to ask for Etsy support to remove the order from the queue using a second cancellation screen. This delay in removing it from the queue appears to have caused a late response in error.  

With the 2nd customer reported as no response I had an exchange of 8 separate messages beginning on November 22 and ending on November 25. I responded to every message within 24 hours. In this case, the customer cancelled her order and received a full refund within 24 hours. Then changed her mind again and decided to purchase so her order was reinstated within 24 hours and promptly shipped. I can't figure out what caused the CSV to report a no response. This customer is extremely happy with my shop!

Now, with the scores averaged over 3 months it will probably take 3 months for me to get my star seller's badge back and this during the busiest sales period of the year! To add insult to injury Etsy says their support staff can do nothing to correct the statistics. Our only recourse is to talk publicly to one another to express our complaint. Etsy needs to do much better with the star seller program. If they can't control the accuracy I would rather the program be discontinued!

[CappuccinoLace]

A message on the refund page is not an answer to a message. It is a separate system.

[Gypsymoondesigns]

Yesterday, at the customers request, I combined 2 orders.  I added tracking to the order I combined.  Today it states I didn't ship timely and I lost a point.  The irony is I shipped 2 days early!

[nineteen27]

you have to add tracking to both orders.

etsy has no way to know you combined anything.

[PrimFun]

The messages in  refunding and canceling are not the same as messages.

You have to answer the messages as well even if it is just to say something simple like "I have your request and processing it now'.  If she sent you three separate ones then all three need to be answered or spammed.  

This is the way the program works and Etsy may modify but it is doubtful they will do much more.

It's just something we have to live with.  I doubt complaining will do much other than to rile sellers up.

On the other hand, buyers have no idea about the star seller.  They see it perhaps if they visit the shop home page (and most don't) but it doesn't affect search as of yet.  There have been rumors about possible ways Etsy will use it but none of that has come to fruition yet.

[BagmakerSupply · Accepted solution]

@Gypsymoondesigns: Regarding the combined orders, if you put all of the tracking information on both orders, the second one should update a day or two after the package has been actually scanned.

As mentioned, cancellation requests in a new thread must be replied to in the actual message - replies using the cancellation form do not count as a response. Etsy should have put an alert on the message that it was a new thread.