Incorrect Tracking for Star Seller Message Rate

[CraftedByJHP]

I'm very happy to say that I've received my Star Seller badge for the past few months. However, I unfortunately did not respond to one message within 24 hours during the last review period and lost my Star Seller badge. I was shocked to see that not responding to one single message caused me to lose my badge. I believe it's because I don't typically receive many messages in a review period sadly. 

Since then, I have received at least 4 new messages which I have responded to immediately/within the 24-hour timeframe but it's still showing I'm not at the target rate for Star Seller this review period (September 1 - November 30). All ≈4 messages were received during the month of November which should be tracking towards the next review period for December. 

Does it take a while for new messages/responses to be included in the review period or for the message response rate to update? 

[NanaLetha]

It updates every 24 hours. 

[MOMandNoPOPStore]

Taking care of the Messages is difficult,  and the numbers just don't jive.  Do your best work,  don't worry about that crazy Star Seller.   I always responded to messages,  because that is one way to get good customer service.   The system expects you to NOT EVER make a mistake.    The Star Seller is a joke.   Move on to more important things!

[CraftedByJHP]

I completely agree, I always respond to messages as soon as I can! I even reach out to all my customers with updates on their orders because I love being able to provide good customer service and building that relationship with them for any future purchases.

But of course, the one time I wasn't able to respond (because it's life and it got in the way lol), I lose my Star Seller badge. It just stinks! I appreciate your response and advice! 

[ArtDollsbyJD]

I disagree.  Star seller is important in that it is telling you exactly what Etsy expects to see.  What they expect in customer service, not what you think is best.  And Etsy can use the star seller to find low performing shops that they feel need help to get up to speed or to be removed.  Etsy has used the star seller criteria to check on shops and to 'encourage' shops to reach that goal.

[NanaLetha]

You need a 95% message response rate.

[audreytherese]

December's review period will be Sep-Oct-Nov. 

Any 1 message missed during any of those months will require 19 messages responded to on time to off-set it and keep you above the 95% needed for the badge. 

[CraftedByJHP]

19 messages?! I don't think I've ever even received that many since I started my shop, so there's no way I would be able to receive that many in 3 months. Ugh, so disappointing  

[NanaLetha]

@CraftedByJHP  I don’t receive that many either so just make sure you respond to all or mark as spam 

[CraftedByJHP]

Thanks for the response! I really appreciate the advice! 

[ChizmomGifts]

Thank you for giving the answer to mark as spam! I lost the badge as well because I did not reply to what was obviously not a true customer. I will use the spam part to help next time. 

[BagmakerSupply · Accepted solution]

@CraftedByJHP: "Does it take a while for new messages/responses to be included in the review period or for the message response rate to update? " Usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) seem to be updated only once per day so there may be an additional day's delay. Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

"I was shocked to see that not responding to one single message caused me to lose my badge." It takes 19 answered on time new threads for each unanswered (or answered late) new thread to achieve 95%.

[CraftedByJHP]

Thank you for the response! This is great to know moving forward and helps answer my questions! 

[ArtDollsbyJD]

@CraftedByJHP   Just do your best to respond or to spam within 24 hours.  If you think you need to be away from your shop, use the auto-reply.  That counts for star seller.

Star seller is important in that it does detail what ETsy expects to see, what their version of customer service is.  From what I have seen from written information elsewhere, Etsy knows that shops will miss at times or have issues beyond their control.  They understand that.  What they can see by the star seller program is the sellers who never ever get anything close to star seller at any time ever and those shops either need encouragement or they need to find a place more conducived to their needs as a seller.

Don't stress over this.  You can regain star seller.  There are plenty of good shops that go in and out for many reasons and they are doing just fine.

[ArtDollsbyJD]

And to add I don't get many messages either.  I miss one I am sunk.  However I decided not to stress over this if it happens.  There is always the next time that I will make it.

[CraftedByJHP]

@ArtDollsbyJD Thank you! And to your other message, yes, I completely agree that Star Seller is important! It's what I look for when I purchase from sellers too. I'm also proud when I'm able to receive that badge. I was mainly agreeing that customer service is important and that the numbers don't jive when it's calculated. This is my first time having this happen so I was very confused about why I was still not hitting the target. 

It's just disappointing that Etsy doesn't take into account that some shop owners don't receive that many messages. I definitely regret not responding to that one message within the 24-hour period now that I know. 

I will definitely take your advice and use that moving forward. I really appreciate it Here's to hoping for Star Seller again in the next review period! Unless I can miraculously get 19 more messages before the end of the month haha

[hopeandjoystudios]

If you have a low volume of messages missing one can torpedo your rating for 1-2-3 months depending. 

[TheFinePawsShop]

It currently happening to my shop. There were scam messages I didn’t want to respond to and now I lost my badge. I always answer my emails within a few min/hour.