Incorrect Star Seller stats

[ExtremeCreation]

How long before corrections in stats are made in Star Seller? My stats for for last month and this month says I had 5 messages that I did not respond to however when I downloaded the spreadsheet it has "NO" under the "Replied within 24 Hr" on 4 of them. Its been 3 days since and its still the same. I have had several new messages that I have responded to but I do not see those new messages in the spreadsheet. Anyone else having the same issue?

[NanaLetha]

No means your did not reply to those messages.

[ExtremeCreation]

Thank you for responding however I do understand that the no means that I didn't respond.  What I was referring to was that the spreadsheet had only 4 no's but the the over view of star seller stats had 5. Some will show that I did not reply within 24 hr because I had some computer issues and some health issues from time to time therefore, I am expecting to have some that will say "no". I wanted to know how long does it take to update stats to show on the spread the correct amount? It's missing new messages from the last 3 to 4 days that were new and were responded to within the 24 hr time frame. Is it every week, every 4 days, ect? Last message on the spreadsheet that I downloaded today was on the 21st.

[MuttsAndFurballs]

I have had this issue since they started this program. Makes me mad!!! One time I was actively replying to messages and conversing with a few customers when a NEW message popped up and it was already labeled "22 hours old". Stats show they sent a message at 10:00 PM and you answer the next morning, it has docked me for that. It's not been 24 hours. I have never taken over 24 hours to answer messages (especially since I can also send them from the app). You are not alone.

[ExtremeCreation]

Oh my. I'm sorry to hear that. I did at times take longer to reply due to some PC issues and at time some health issues therefore, I was expecting a few my stats on respond time to drop. However, it doesn't show the messages for the last few days I had with new and some potential customers that inquire about a listing I have. Last message the spread sheet showed was on the 21st. Also, the stats overview stated 5 messages I did not reply to but the spreadsheet only has 4 of them that say "No" so where was the 5th "No".

I hope they resolve this. I'm still going to do what I normally do with my shop as always have but its a bit disappointing when stats are incorrect and one gets penalized for it. I also see that the new rating criteria went up from 4.5 to 4.8 rating to get the badge. 

[PrimFun · Accepted solution]

It takes 24 to 48 hours for the update to happen.

[ExtremeCreation]

Thank you for your reply. 

[ExtremeCreation]

Well, it has been more than 48 hours and information is still the same. I will have to contact Etsy for more information as its now the 25th and as of right now it still shows last information on stats was on the 21st. Thank you for your help previously.  

[RadHatterKY]

I had a simple message that was sent to my personal account from a seller, to me as a buyer, letting me know that there was a mailing delay. I did not respond within 24 hours and this single message taken me from 100% response rate to 86% and I have perfect scores otherwise across the board with July being the first month I would be eligible for Star Seller rating. Very frustrating to have this happen at the end of what has felt like an extremely long 3 months... Any advice or recommendations would be greatly appreciated.

[ExtremeCreation]

That's very unfortunate. I'm sorry that happened to you. I believe I may have read in the forum that marking a message as spam even after the 24 hr mark would remove that message from counting. I haven't tried that and not sure if it would help. However,  I would not be sure if you wanted to do that since it's for an order you placed. 

[RadHatterKY]

Update: ExtremeCreation - thanks! That worked!

[NaturesDecoration]

My shop is having a strange issue with our messaging, too. The same customer started two different chat chains with us within 6 minutes of each other. We only responded to one of these and so the one that we didn't respond to (it was the same customer) is causing us to dip below our 95% message response rate. Ugh. It's frustrating because the customer was responded to within 24 hours through our conversation in the other chat chain that they created. Hopefully, your messages will be cleared up!

[ThePurplePuppy]

Mark the 2nd one as "spam" and it should fix the issue.

Etsy is supposed to begin blending these type messages into 1 string but I can't remember exactly when. Until then you will have to answer both. You can mark one as spam or simply reply to it with something like "see my reply in other message". OR "thank you' or some such--

[AmishBaskets]

yes

[TonsOfPaper · Accepted solution]

Hello there,

The Message response rate counts initial messages from all Etsy members, both buyers, and other sellers. This is because fellow sellers could be potential buyers for your shop. If it's not a spam message it requires a response within 24 hours. If it is a spam message you can mark it as such and it won't count towards your score.

Messages that are marked as spam will be removed from (or "not count towards") the Response rate score for the current evaluation period. It will take up to 24 hours for the message to be reflected in the Response rate score.

Thank you so much!

[SheppahShop]

I have a similar question about on-time shipping stats. I've sent out (on time) packages since the star seller shipping stats last updated.  3 of the packages were Saturday 9/24.  Usually the stats are reflected right away.  How long will this one take to post? I want to make sure it's by the 1ˢᵀ!!! Thank you

[TonsOfPaper · Accepted solution]

Hello, and welcome to the Etsy Community Forums!

We suggest using the Forums' Search function prior to posting (just be careful to not bump an old thread that hasn't seen any activity in the last months/years), as questions regarding the Star Seller Program have been extensively covered by our fellow members since its launch, as well as our official Star Seller Guide, which contains in-depth answers to some of the more common questions regarding Message Response Rate, Shipping, Local Pick-Up, Digital Orders, and other topics. You can check it out here:etsy.com/starseller.

Having said that, and since this thread does not pertain to a technical issue, it will be closed to prevent it from going off-topic.

Thank you!

[BagmakerSupply]

@SheppahShop: Our experience is that a day or two after the package has been scanned the CSV file correctly shows tracking and shipment status.

[Thumbwick]

As an Etsy seller, if I make a purchase, and don't reply to a message from the seller thanking me for the purchase, I get dinged for my Star Seller stats? Are we supposed to mark those as spam, or reply "Hey, you're welcome"? I don't want to get dinged, but I also don't want to clog other sellers' messages with unnecessary replies. At the same time, I don't want the other seller to get in trouble for sending spam. See my dilemma?

[TonsOfPaper · Accepted solution]

Hello @MarriageVowRenewal,

We've double-checked the order that is affecting your Star Seller and it appears that the tracking number can't also be tracked on the carrier's website. It is possible that the number entered may not be the tracking number, or a slight error may have been made in entering the number. Kindly check the carrier and the tracking number match. If the carrier and tracking numbers do not match, this will count as an invalid tracking number. You can also check our help center article explaining how to add or edit a tracking number.

@Thumbwick, the Message response rate counts initial messages in new threads from all Etsy members, both buyers, and other sellers. This is because fellow Sellers may potentially become buyers for your shop. You may want to create a Saved Reply to quickly and easily answer messages from other Sellers. Using a Saved Reply within 24 hours will count as answering the message.

If the message you've received is not a spam message, it requires a response within 24 hours. If it is a spam message you can mark it as such and it won't count toward your score. Please note that marking a message as spam will remove it from your inbox. While it is not possible to retroactively remove this message from your score, we do understand your concern, and really appreciate you sharing your experience with us. We've gathered your feedback and will be sure to share it with the appropriate teams.

Thank you very much!

[MarriageVowRenewal]

My Star Seller stats made a jump DOWN from 100% to 89%, saying I had not shipped on time. I have the messages that closed the orders, showing I shipped ON TIME and giving the customer the tracking. Very, very confused why the stats are so far off. Not sure what to do. But, I do have EVERYTHING to prove the shipping was on time and tracking sent to customer. How does one spell out the sound of a yelp of frustration?!