Loss of Star Seller

[PunnyPersonalization]

Hello,

I did not earn Star Seller for the month of September because it says I did not respond to some of my messages quickly enough. However, I always respond to all messages within 24 hours. How can this be fixed?

Thanks!

[BagmakerSupply]

@PunnyPersonalization: Have you looked at the appropriate CSV file to see which messages Etsy thinks you did not reply to within 24 hours? Unfortunately, Etsy has made it clear that they will not manually adjust Star Seller data.

[MidnightCreations]

Perhaps you missed a duplicate message from another user, or did you make a purchase and get a message from that seller.  These are common emails we may not need to respond to, but by the star seller system you now have to or get marked down for not responding.  Spend time in the forums, this pretty much comes up daily and more at the beginning of every single month for about a year now.  I think most of us have learned this lesson.

[ShaysVintageLibrary]

Same. I just went through my messages because I only had seven in my small shop and realized what happened to me. A customer reached out about cancelling an order they had accidentally placed. I cancelled their order within an hour or 2 of receiving the request and wrote a note to them through the cancellation form. I thought this counted as replying to their message. It did not. 

I am so over Star Seller badges and being treated like I am in elementary school.

[HtoHdesign · Accepted solution]

Hi there!

The Message response rate shows the percentage of ALL initial messages (from both buyers and other sellers) that a seller replies to within 24 hours in their current 3-month review period; this includes Help Request messages. Notes to buyers on making changes is not included as sellers need to direct reply to the initial message.

Thanks!

[LynnsLittleShop]

I did the exact same thing! Frustrating, why call it a message to buyer on order cancellation if it isn't counted?

[TonsOfPaper · Accepted solution]

Hello @PunnyPersonalization,

We've double-checked the message that has affected your Message Response Rate for the previous review period, and it appears that you've responded to this message after 24 hours. We recommend checking the message by downloading the CSV file for your Message Response rate. You can download a CSV by going to your Shop Manager dashboard > Star Seller dashboard page > go to Last Review period > select the Message response rate tile > click the Download button.
 

@LynnsLittleShop, we've also double-checked your Message Response Rate for the previous review period, it appears that your buyer has sent you messages on multiple threads and only one message thread received a response. Please know that Messages from the same buyer will now be consolidated into fewer threads. However, when a buyer reaches out via the Help With Order request, a new thread will be created. These types of message threads need to be responded to in 24 hours to be counted positively toward your Star Seller score. New threads will now have notification badges showing if a message is a buyer’s first time contacting you, or a new help with an order request. 

For more information about this, you may check out the Message Response rate section in this Help Article.

Thank you very much!