Issue with answer to messages within 24 hours - Etsy is incorrect

[StitchersWonderland]

Etsy says I had one message to which I didn´t answer within 24 hours. That is incorrect. This year, I had a total of four messages: There was on October, 2nd, a message from Etsy Sellers which I didn´t answer since it was something that didn´t require a response. Then there were messages on November 7th and on December 1st. I sent an answer to both of them within 24 hours. On November 3rd, I started a conversation with a shop owner in the US, which can´t count when you look for unanswered messages.

Please, correct you error.

[GieseDeseiGns]

It doesn't matter weather you think it warrants a response ALL initial messages require a response. The bots do not read them or know who they are from they just mark them as not answered. The responses have been this way since the SS was initiated.

[GieseDeseiGns]

You can either create just a buyer account so you do not have to answer or if you want you can mark them as spam which counts. Since this was back in Oct. its too late to mark as spam now. It will still mark against you for Jan. as its for 3 months to count. Oct, Nov and Dec. unless you had enough initial messgages answered to bring your count up.

[hopeandjoystudios]

They all require a response unless it is seller spam and you can them put it in your spam folder.

[WitticismsRus]

Did you download the messages cvs? That will tell you which message didnt get a reply in time. It's more than likely the message from October 2nd that you chose not to answer. 

If you didn't reply to that message or mark it as spam then there is nothing for etsy to fix. It's your error not etsys. 

[TBQSC]

@StitchersWonderland Here is some helpful info on the Star Seller program ...

https://www.etsy.com/starseller

[TheHomespunLoft]

@StitchersWonderland 

You answered your own question "which I didn't answer"... that is not how star seller works-- you need to answer the first message in a thread whether you want to or not or whether the person started 20 convos-- you need to answer them all. Read up on how it works in your own dashboard.

[BagmakerSupply]

@StitchersWonderland: "I didn´t answer since it was something that didn´t require a response." The Star Seller metric for messages is very simplistic and binary - either you replied to (or marked as SPAM) that first message of a new incoming thread within 24 hours or you did not; and by your own admission you choose not to do either.

As it says right on your Star Seller page and elsewhere, you need to reply to the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. If it is SPAM then it should be marked as such. Remember that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

A controversial workaround : if the unanswered new thread is not a Help Request, at least for the time being, it appears that marking an unanswered new thread as SPAM (even after the 24 hour deadline has passed) will cause your reply percentage to change in a day or two (but not retroactively) if the original message was within the current star seller period. Note that subsequent messages from that account may go directly to the SPAM folder.

You may want to read the Star Seller rules so that you are not surprised by something else.

[AutumnHollowStudio]

Either make a new etsy account just for buying (if you do, the alternate account must be disclosed in your public profile for both accounts) OR respond to your seller when they message you.

If the seller is sending something unsolicited, like a coupon code or sale info, then mark it as "spam" from your desktop browser and not responding won't hurt your message response rate for star seller. If it's an order update, then just say "thanks".

[OmasFabricStash]

Keeping your SS badge should be a good enough reason to respond.