Legit messages going to spam - star seller

[AudaciousAttire]

After all the talk of the real emails going to spam, I checked. Sure enough, one was there from 3 days ago. In the meantime my star seller stats were dinged because of this. 

I have initiated a chat with support and they escalated this to a specialist. I have not heard back yet but has anyone else had issues with their star seller being dinged and not being made right?

Thanks!

[RandysExoticWoods]

I don't think that Etsy corrects anything with the star seller program. I am pretty sure that they declared that they would not manually adjust star seller numbers. This was a pretty long and widespread issue with messages going directly to the spam folder without any notification to shop owners. I and many others who have posted in the forums have been affected by this in some way or another. I wouldn't be surprised if several thousand shop owners got dinged for more than 24hr response time. I have not yet seen anyone post saying that they were dinged and then Etsy corrected it (changed star seller numbers).

[PearlGlassesVintage]

I started a post earlier for help on this.  I had a message come into my inbox as normal.  But when the person replied to my reply to her, it moved to spam, so I didn't see her response until later when I decided to check the spam box.  I can't figure out why an ongoing convo jumped from inbox to spam.

[AudaciousAttire]

I am going to be really upset if I lose my star seller, which I have had since inception, over Etsy's mistake!!!! 

[HipDigiChick]

Same thing happened to me today. I had no clue about the spam folder and found a message from March 29th! My message response rate is now under 95%. I hope Etsy will roll these back.

[AudaciousAttire]

I am at 93%, I am furious. Especially when Star Seller is not always attainable but when Etsy itself is screwing us over it is even worse.

[Starscentsgb]

Same here, and the same date too! Hope Etsy sorts this out, I was told today the "specialists" are looking into it now but I'm not holding my breath!

[TheCoconutCatShop]

Same problem here. They told me:

"you have mistakenly considered spam the message" (no, ETSY did it),

"be reminded that Etsy Support can’t make changes to your Star Seller data or manually award Star Seller badges"

and

"I’m not seeing any technical issues with your score". 

I have now given up hope of receiving a coherent response from Etsy support. I guess I'll have to check the spam folder a couple of times a day, because bugs rarely get fixed.

[Vintorious]

How is the spam message being counted against your stats? Did you move it from the spam folder? 

[AudaciousAttire]

Yes, I replied to the customer. That made it 3 days late. It appears Etsy is doing NOTHING about this. Even though it is all over Reddit and the forums here. Its infuriating.

[Vintorious]

I had one that Etsy sent to spam, but I did not move it from the spam folder when I responded, so it did not count against me. It's probably too late to move it back into the spam folder at this point, or I would have suggested that.

[nineteen27]

put it back into spam and see if it helps.

and for now.

when a message appears in spam...

leave it there.

and respond from there.

etsy needs to fix this mess soon.

[PrintressDesigns]

From what I read, if you leave it in spam you will not receive any more messages from that customer, so you cannot leave it in spam.

[nineteen27]

@PrintressDesigns 

you can leave it there.

etsy put it there.

make sure etsy did not block the customer.

you can check by going to their profile page and scrolling down.

[Vintorious]

@PrintressDesigns I responded to a spammed message without moving it, and the customer was still able to reply after.

[AudaciousAttire]

Stupid me moved it to my inbox. I tried moving it back but nothing has changed. I am so mad that I will lose my star seller because I have had it since the start. UGH

[JennysDadsTreasures]

Same here....my message reply score went from 100 percent to 89 percent.  I clicked on the data to see why, and saw that there were a bunch of unanswered questions.  I knew that was impossible.  I googled the name of the people I "did not reply to", and they were in spam folder!  I can't even find a spam folder.  This is not fair!  I wrote to Etsy, they "escalated" my problem as well.  I am starting to get very upset about this issue, and will not just let it go.  They made over 25 thousand from my shop last year.  I do not think I should be having these issues     

[OwlnightersBoutique]

You can only find Spam folder on mobile browser or desktop not on the app . Ask  me how i found out

[IndigoSoulOracle]

Exactly the same issue. Everything was on 100% until messages started moving to spam. Now I’m at 50%!! I’m absolutely fuming. I’ve escalated now but nothing gets done. 

[VeganMagickDust]

Happened to me and I'm livid!!! 5 star seller to 4.8 and message response rate went from 100 to 86!! The message in my spam was legit and I answered it and moved to inbox and now my shop status is ruined!! I contacted support and they didn't help or even point me in the right direction to get it fixed

[HalfSweetSwaps]

I am right there with you guys! So frustrated by the lack of care put toward this issue.

Etsy seemed to have fixed the issue, but not until I missed 20 (!!!) messages in Spam. How do you think that affects our Star Seller, or potential Star Seller, ratings? NOT well. Etsy has continued to tell me in email that they have fixed the issue, but that doesn't help the lingering damage from missed sales and massive dings on the communication piece of Star Seller.

Etsy Support asked me to post about this here on forums, that there would be nothing that calling Etsy Support could do to help. Feeling very discouraged.

[HalfSweetSwaps]

I want to add that Etsy Support told me that there is a team that monitors the forum to help. I haven't seen an Etsy response yet on this particular issue regarding the Spam glitch and Star Seller rating. Has anyone?

[SernkoSigns]

I reached out to Etsy through email, and they said they would look into (22 days ago). Never heard back. So I called yesterday, they admitted this is an issue and it's their fault, but said there is absolutely nothing they can do. This is incredibly irresponsible and unethical. My sales will now be affected by a service that I pay fees for by a mistake made by Etsy and they refuse to fix it? Zero help, zero cares by Etsy. Is this legal?

[howtobooksandmore]

It may not be right but it is legal.  If you look at the terms and conditions you signed up when you joined Etsy, they are not responsible for outages, program glitches or other common screwups that are their own or somebody else's fault.  It was originally intended so websites weren't responsible for web or equipment outages that happened regardless of how careful they are to prevent it.  Etsy has taken it to mean they can test endlessly without worrying about the consequences of their own programming messes when they do this.

[Vintorious]

"So I called yesterday... "

What number was that? We can request that a representative call us, but to my knowledge, there is no number for us to call.