Incorrect Star-Seller rating

[formvollshop]

Hello there,

a member of the support team told me to write my issue in this forum. 

I think that the star-seller rating for my shop is incorrect. My shop failed because of a message response rate of 93%. When i download the message history excel data there are 14 messages listed. But in fact i received more than 14 messages only in may. For the whole review period there are much more messages. So i cant understand why there are only 14 messages included in the rating.

Am i overseeing something?

Kind regards

Lukas 

[NanaLetha]

Did you respond to all messages for April, May and June? That's the current review period.

[anythinggoeshere]

@formvollshop  You have a star for speedy replies.

[formvollshop]

Yes that is the next thing i cant understand. Message respond rate for star seller is 93% so i failed the rating but i have the fast response batch lol

there is definitely something going wrong..

[anythinggoeshere]

@formvollshop  That is for the last period.  The 93% is for the current period.

[formvollshop]

@NanaLetha 

Yes i responded to every message ive ever received. There is only 1 message i didnt respond to. And this was a double sent message of a customer -> had 2 feeds for one costumer and i replied to just 1 of them. The csv data has some messages of may and some of april and not a single one of march. 

[anythinggoeshere]

You have to respond to every message or put them in your spam folder.

[formvollshop]

yes i know this now. but why are only 14 messages included for the rating and not all of the review period?

[anythinggoeshere]

How would we know?

[formvollshop]

unfortunately nobody seems to know this, etsy staff included. 

im very disappointed

[FunEclecticHome]

I am in the exact same predicament, almost exactly. I posted about this here just this morning. It's crazy, but I now seem validated. 

[formvollshop]

oh at least im not the only one with this problem.. did you contact the support already? 

they told me they cant see any issue and even if they could see any, they wouldnt be able to adjust the star seller parameters manually... 

[FunEclecticHome]

I was told the exact same thing. 3 times they basically said it was my own fault and that they couldn't change it even if it was incorrect.

Not sure if this will work, but here is a link to my earlier post: https://community.etsy.com/t5/Technical-Issues/Lag-in-the-Star-Seller-Stats/m-p/138665262#M705133.

[formvollshop]

im sorry that you lost your badge. my case is not exactly the same because i never had one. but its also frustrating when you are looking forward to finally receive it because you think you did everything right and then something goes wrong that is not your fault and the support team is like nahh it's your problem and even if its not we cant do anything so bye.. 

[TheVioletGoat]

I'm so sorry you're dealing with this. You mentioned that you received way more than 14 messages for the review period. Do you mean that you received more than 14 "first" messages. Only the first message of a thread counts. So you may have 50 messages total. But only the initial message of each thread counts toward the rating. I wonder if that could be it? Again, sorry you're going through this frustration of trying to figure out what's going on. Hopefully it's not a technical issue.

[formvollshop]

Hi, thank you. I've counted 21 conversations with 20 different customers for may so i definitely have more than 14 first messages. 

[TheVioletGoat]

@formvollshop Oh well, sorry that wasn't helpful. It's really too bad that the support team couldn't give you more info or fix it. I feel for you!