Lost badge due to Etsy fault

[KaravellaAtelier]

I lost my Star Seller Status for September ( Customer Service - Speedy Reply Badge ) due to the bad and slow customer service Etsy provided me in august, as I didn't receive any support in TIME for my email asking for help which I sent to customer support.

I received a normal looking order in September, which I shipped promptly.

After delivery, the "buyer" who was not the buyer claimed in a Help Request ( same name but out from the original messages I sent him, and he left unanswered) that he received a painting to which he didn't pay for, and not even his visa card was used, and he was a victim of a data scam. (!!)

The Help Request I had to reply in 48hours,  by the rules of Etsy which I have checked, so I asked before for help writing to Etsy Support, to advice me how should I assist this "buyer" or person as he was not the buyer, but he wrote from his buyer account, as I was afraid that I WILL BE MYSELF a victim of a scam if I do anything as I didn't understand how this could at all happen, as Etsy approved the order from a fake card.. but at my end everything was normal !!!

Etsy sent me ONLY an automatic reply, AFTER 48h passed. I didn't wait for that, I couldn't as it was written I have to reply to the buyer before 48H to his help request, so after waiting 24h for maybe Etsy will answering me, and help, I replied to them (with fear) , to reach out to Etsy support, because only they can assist in this case, as I did everything right. I got a normal order, I wrote to my client that I got the order and I will ship it, who that time didn't reply at all that he is not even who bought a painting so I shouldn't ship it, I packed it on the same day, I provided tracking code, and dispatched it, and again informed buyer about the dispatch, and he received it very fast...

So I did everything right.

After the automatic general machine reply of Etsy I still asked for help, and only then after 48h a real person from Etsy replied to me, that I must write to them to contact Etsy, which I did before..

( Later Etsy refunded the buyer, whoever it was, because someone got a free painting, and someone scammed someone, I didn't get any more details and information, but Etsy wrote me from Trust and Safety:  Thank you for bringing this to our attention, we value your concern and appreciate you alerting us to this matter. We will thoroughly investigate the member in question and you do not need to take any action as we will look into this matter.... ) 

So meanwhile I did EVERYTHING RIGHT, I replied to that Help Request within 48h, I didn't get any REAL support in TIME from ETSY, I was a victim of a order which included SCAM and was FAR FROM NORMAL, and still I lost my Star Seller Badge for September, because of the bad and slow customer support of ETSY for assisting sellers!!! 

So , no it is not at all fair and right.

FIRST Etsy need to check their OWN customer service towards sellers to give us support, check if they are doing it right, and help us sellers IN TIME when we are in need, not only sending automatic messages LATE, and after penalize me and take away my badges for their fault and slowness and incompetence. I did EVERYTHING right with that order, as I am very very careful with everything !! But obviously I needed help, still it is not a case that I didn't replied to a whatever message not in 24h.. it was not a common message.. it was an order of 180eur with scam involved and I really needed help which I didn't get in time from Etsy support.. 

Adding to it, that my Stats shows 100% all for this month, and for previous month, even at the Response Rate 100% everywhere. I downloaded that cvs, and it says yes I replied to this help request after 24h.. but as I say, I did it before 48h, and what I had to do in case of a help request.. 

So no, the system is not correct.. I reported this in a feedback to Etsy, in 3 ways, I am hoping to get reply, but I will get maximum an automatic reply.. 

[CraftyCornishMaids]

yes I replied to this help request after 24h

for star seller, you have to reply in 24 hours, that has never changed , you did not do it in time, so you are dinged. the system is correct.

............

if you go to - service standards, from your dashboard, it still says 24 hours for star seller

for the additional new service standard, it's 48 hours, but that is nothing to do with star seller

this is what it says on my service standards, it definitely has star seller, and service standards, listed separately

....

Message response rate

100% in 24 hrs

Service standard: Reply to 80% of first messages within 24-48 hours

Star Seller target:Reply to 95% of first messages within 24 hours

[Vintorious]

I am sorry that you lost your badge for this month. Unfortunately, you did not answer the victim of the scam timely, as required. I understand that you were waiting for guidance from Etsy, but a simple "I have contacted Etsy to find out how I can best assist you" reply could have helped you keep your badge, and would not have put you at any risk if the request was not legitimate. 

We must reply to ALL messages within 24 hours, or mark them as spam. Etsy does not make exceptions for situations like this one.

[GlassyFields]

I like the approach suggested by @Vintorious.

We can't go back in time, but it is a good tip for the future.

[KaravellaAtelier]

Thank you for your replies but whatever you both wrote , I did everything right..

I replied in 48h, even if with FEAR that I will become a victim.. as it was a not understandable situation.

I repeat It was not a simple 1st message from a buyer he never wrote me before, but I did 2 times with the usual informations about the dispatch which he could have prevented sating he didn't order anything.. it was a very complicated issue which till today I do no understand how could have happened..

I was even not sure , who is really on the other side of that help request message...

Would you write so comfortably anything if you think there is a scammer on the other side? 

I think not... 

As it was a help request I couldn't toss it to the scam messages,  but I was terrified to reply and needed help from etsy which I didn't receive in time..

It was a Help request which I received with a note I have to reply in 48h.. which I did..

He was not a victim.

He didn't pay for nothing, his card was not used,  he received a free painting .. 

So no, the system is not correct because that badge doesn't show how I treat and support all my customers.  If a special case exists this is what it was.. 

I couldn't be faster to reply as I needed really help what to say to someone who I believe till today was the scammer itself .. 

Unrelated to the badge but I don't have idea who they refunded but okay.

And I don't have the bagde because of the missing support. 

And now all this put my items lower in the search.. very fair..

There are things not only black and white

I think I won't write anything else because I am just repeating myself

[CraftyCornishMaids]

@KaravellaAtelier 

For the star seller badge, you have to reply to each new message thread, in 24 hours.

For the help request, which is a separate message thread, you have 48 hours before they can open a case
and it's 48 hours for customer service

but it's still 24 hours for star seller badge

Would you write so comfortably anything if you think there is a scammer on the other side? 

I would have replied in the 24 hours, and would have said something like.........

not sure what to do about this myself, I am contacting etsy for advice on how to proceed

[BagmakerSupply]

@KaravellaAtelier: There are several separate and distinct issues here.

Help Requests always start a new Message thread.

For Star Seller, you need to reply to (or mark as SPAM) 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.

This is unconnected to the 48 hour timer that is started by a Help Request after which a case can be opened against a shop.

Can certainly understand your concerns and worries about being the victim of a scam, but on the other hand what if you were the one writing to a seller with this issue and did not receive a timely response, not even an acknowledgement of the Message?

[Vintorious]

"Would you write so comfortably anything if you think there is a scammer on the other side?"

I would, and I have. It's easy to respond without engaging. ("I'm sorry, but I cannot help you.") 

For those who are worried about scams or afraid to reply, there is the "Spam" folder. 

Again, I am sorry, but you did not do everything right in this case: you failed to act in a timely manner, and Etsy did what it does in all such cases.

[GlassyFields]

I'm a bit confused,

Only someone who has ordered will even have access to a help request regarding that order.

So somehow, this person had an order in order for them to trigger a help request.

Could have been a scammer or an innocent victim of a scam or even a weird anomaly.

It is safe to reply as long as you are not sharing any personal information that they don't already have in order to even be messaging you OR clicking on any links they send that take you outside of the Etsy message system.

[cutebutton]

For future reference replying something like "I will look into this"  Is a safe thing to do.

Simply replying to an etsy message will NOT cause you to get scammed.  The reason a person gets scammed would be if you provided personal information or took the conversation off of etsy (like through email) or if you click on any links in the message.

Unfortunately in this case you didn't meet the requirement so this isn't on etsy. Though I do understand your hesitation to not want to get scammed.

If this happens again just simply answer very generically and then you can wait around if you need to speak with etsy.

also not having a star seller badge does not affect search so don't worry about that.

edited to add that to get star seller you have to reply in UNDER 24 hours.  The 48 hours is just to be considered in good standing with etsy's customer service standard and also it's the timeframe that is given before a person can open a case. 

[KaravellaAtelier]

I am not going to argue with anyone.. but I am not changing my opinion,  I did it right and I wouldn't do it differently.. as till today I believe he was NOT a victim, neither a buyer.. 

I needed help myself as I didn't want to become a victim, needed help which I didn't get in time from etsy .

And I don't wish to any of you a situation like this about a 180eur order to have the feeling and the concerns,  that what to do amd try to understand what happened 

If Etsy want that I reply to everything in 24h then they should never put there to reply in 48h.. because that is just to loose your badge.

I had an order, I shipped it,  I provided every info, it was timely delivered..

And now I am not a star seller..

Because I provide bad customer service (!?)  .. lol okay.. 

Well if someone can close this,  feel free because nothing will change my opinion 

[CraftyCornishMaids]

@KaravellaAtelier 

to keep star seller, you have to reply to every new message thread in 24 HOURS

etsy has that plastered everywhere, even in the star seller stats on our dashboards

The 48 hours is for a case to be opened by the buyer, it is nothing to do with star seller at all.

you don't have the badge, because etsy says to get it, you have to reply in 24 hours, and you didn't.

[LeLightFantastique]

I remeber when you posted with your concerns about that order.  I replied then that as you were worried about Star Seller badge you should just give a simple reply before 24 hours passed, and say that they should contact Etsy directly. Star seller requires ALL messages to be replied to within 24 hours, as others have already told you.  Unfortunately, you did not abide by the requirements of that badge and that is why you lost it..

[TBQSC]

You have 24 hours in which to reply to any messages … star seller requirement!

You have 48-hours in which to resolve any help requests … afterwards buyer can open a case.

Unfortunately you did neither of these; therefore you lost your badges.  Sorry!

More info here @ https://help.etsy.com/hc/en-us/articles/13241489600919-How-to-Answer-a-Help-Request-from-a-Buyer?seg...

[OneEyeCatStudio]

"FIRST Etsy need to check their OWN customer service towards sellers to give us support, check if they are doing it right, and help us sellers IN TIME when we are in need, not only sending automatic messages LATE, and after penalize me and take away my badges for their fault and slowness and incompetence."

First ... this is never going to happen.

Second ... if you conduct your business as if it is, you will run into nothing but trouble on this site.

[KaravellaAtelier]

My reply to you, who judged me how I conduct my business...

The badge was not something I finally was able to get once and then lost it fast so now I am crying and blaming others...

Since the program was introduced I was Star Seller during 23 continuous month..

Altogether I lost it 4 times since then and not because of slow response,  or not dispatching in time, as I did my best to answer all requirements, I also knew about the 24h response obligation..

But I encountered a special problem and I needed help..

I have only 5 Stars Reviews and I normally made at least double quantity of the required amount. I lost them as I am selling higher price items,  I didn't have the required number of items sold..

My clients are happy and satisfied.
I follow up every order, answer every messages in time and update my buyers about tracking of the shippings, expected deliveries, everything I need to do, I do.

So thank you I do know how to conduct my business..

And I do it without any help from Etsy. I needed ONLY once their advice and they failed to give me support in time for an issue which was not and still not understandable for me, and which was not my fault that it happened.. and which I found scary at the moment and I felt left alone.

It still doesn't make me bad seller..

For the others, my reply is that you all do not need to repeat me the same allover and over again. I got it 1st time that I am obliged to reply and assist even a scammer suspicion before 24h if I want to stay a star seller..  (it was not an option to add it to spam as it was a Help Request from a "buyer" who was not the buyer whoever he was)

And lucky you if you are not bombarded with scams, and fake offers for buying your art, or left unpaid for your work, or not getting fake custom orders daily on every social media and now more and more on Etsy too, and now happened this which was the cherry on the cake .

Because I am at the edge to slowly give it up and feel so discouraged by receiving more fake messages than real ones. I am loosing my trust in everything,  and arrived to the point of looking highly suspicious for every single message I receive, and maybe turning off even some real ones.

And when the message is really what you fear most, put me so down, and make me think should I really continue,  and make me feel dismotivated for weeks..

( I am not a business person, I am an artist.. a rather sensitive one..)

When you will encounter a similar situation what happened with me,  you may remember my case and maybe then you will understand how it felt and how does it feel after to be penalized for what happened.

I know I was advised in the forum to write something before the 24h, but my fear was bigger for not knowing who is on the other side. You say you cannot get scammed if you don't give out personal information, but someone was able to order from someone's account, with a different card ?! I repeat who you call a victim was a victim of receiving a free item from someone, he was definitely not a victim of me...
How does would make you feel?
I guess it is more simple to give suggestions as an outsider.

I didn't want any involvement deeper with that person because at that point you can imagine everything, they somehow got into their account, maybe they can get into mine, maybe he is the one who is doing this all.

But he was definitely not a victim customer of mine as he didn't pay for anything...or he did, but arranged a way to get back the money i will never know..

I needed support from Etsy thats all.
I didn't take money from them by force I shipped what someone paid, for someone, I didn't make nobody's purse shorter.. and as he weote definitely not his as he wrote he was not the one who paid

So thats all.

Again thank you for your support .. and sympathy.

From the replies I received I understand nobody expect anymore real human support from Etsy when it needed and you are all fine with automatic messages received late for your problems..

You are right.. I shouldn't and won't care of the badge anymore.. and I understand that writing to the forum also won't help.
I wrote here, because Etsy suggested at their faq to write on the technical issues forum.

So thank u all for your replies..

I learned from it.. Next time if happens (hopefully not) I still will prefer to loose my badge than to be forced to reply to a potential scammer or a fake buyer.
And I still will try to ask for help beforehand, hoping that real human will reply to me in time. Because my inner peace is more important that a badge

[CraftyCornishMaids]

you either reply in 24 hours or you don't

if you don't, and that means you don't hit the 95%, you don't get the star seller badge.

the whys-and-wherefores don't matter to an automated process.

do it, don't do it,
you know what will happen with either choice you make.

...

but even if they are a potential scammer or fake buyer, what is the problem with just saying

I don't know the answer, and will contact etsy to confirm

or just reply with a "."

there is nothing any fake buyer, or scammer, can gain from either of the above.

....

don't ever expect etsy to get back to you in under 24 hours with anything except an autoreply, I have never had that happen, and I have been here since 2014

[FabioMcMustache · Accepted solution]

Hello!

We appreciate everyone's feedback, and since OP's question has already been addressed in detail, I'll go ahead and close this thread lest it goes off-topic. We also want to remind y'all to keep discussions civil and on topic, and your feedback constructive. At a baseline level, please refrain from unsolicited critiques, assumptions, or bringing up matters that are otherwise not relevant to the topic at hand.

Otherwise, please reach out to etsy.me/help if you have any questions, and to review our Community Policies before posting in the Forums.

Thanks, y'all.