Lost star seller badge for message response rate when I did actually reply in the 24 hour timeframe

[ItsSimplyRyn]

I recently had two messages that affected my star seller badge. One that I definitely didn't respond to in the 24 hour period but the second one was a message about changing their address. I know for sure that I responded to that message because I do remember it. I don't get too many address change requests, but when I do, I reply. I do usually change the address manually for them but I always let them know that me changing it manually will still appear to them that it was shipped to their original address. When I spoke to Etsy support they can't see any wrongdoing because it shows to them that I responded after the 24 hour mark. I am wondering if there was a glitch? Or was it possible that I was in a bad area as I did respond from my phone (Which is usually the way I respond 95% of the time) and it didn't post until later? I haven't seen that happen before for Etsy, but other things like text messages have done things like that. I am just bummed that its the reason I lost my star seller badge, when I did respond almost immediately. Anyone else had this happen? Thanks 

[PrimFun · Accepted solution]

Did you check the CSV.  That will show.  Did you answer the change to address in the order area and not messages?  Answering in the message area is not the same as answering messages.

It is possible your phone delayed the message.  Did you answer from the app or the browser?  The app can be glitchy.

Oh and address changes are not a good idea to do in case there is ever a question about delivery.  Etsy only looks at the address on the account not the note information.      

[ItsSimplyRyn]

I did check the CSV and it just says "No" in section of answered in 24 hours. I answered the message where they messaged. I did answer from my phone and it is possible it was delayed from not being in a good area. I think moving forward with address changes, I will cancel their order instead of changing the address. 

[BagmakerSupply]

@ItsSimplyRyn: "... it just says "No" ..." If the system just thinks you replied late there will be data in the 'You replied on' and 'Time of reply' fields and you can do the math yourself. (Remember that Star Seller data is stored in UTC). Blank fields mean that Etsy thinks the Message thread is unanswered.

There is a link to the actual Message thread in the CSV file so you can make sure that you and Etsy are considering the same thread.

[mommawhazelsquilts]

You plainly state that "one I didn't respond to in the 24 hour period but the second one was a message about changing their address." - you have to respond to both messages not just one of them.

It wasn't delayed....you apparently just didn't answer the first one.....

[ItsSimplyRyn]

Yes, I am aware I need to respond to both messages. I am saying I lost the star seller badge because there was TWO messages that were factored into it. One that I know I didn't respond to in the 24 hour timeframe. The second one, I did respond to in the timeframe, and it shows that I did not. I was wondering if something like that has also happened to anyone else. 

[GlassyFields]

were both messages from the same account? Responding to the first message from an account is what counts. Responding to the 2nd message in a thread/from a particular account on time or late does nothing to the Star Seller message badge.

[HazelsSewingSupplies]

As usual, @GlassyFields is correct.  You didn't need to answer the second query, but you did need to respond to the first message.

Responding to the second message did not cover not answering the first message and was not considered in SSB.

[GlassyFields]

But I can see how this could happen to someone who isn't familiar with the Star Seller Badge rules ... two messages in quick succession from the same account. It feels normal to respond to the LAST message received.

Treat it as a lesson learned. For Star Seller Message Response metrics, make sure you respond to the first message in a thread.

[mommawhazelsquilts]

Oh, definitely I can see it also.  That's why it pays to actually read the rules and follow them to the letter.

[ItsSimplyRyn]

They were two separate messages. Not from the same customer. I do know only the first response is what counts. The first message was a while back and even though I didn't respond within the 24 hour timeframe, it didn't have much affect for star seller but the second message a while later I did respond to in the 24 hour timeframe. I responded almost immediately from my phone. It shows that I responded after 24 hours. And that is why I lost the star seller. 

[BLUEskyBLACKbird]

If there are two message threads from the same account- you have to respond to both- not just one- of to only respond to one- the other in responded message over 24 hours 

[FiandMe]

I’m having this issue. I’m finding that there are glitches when I respond on my desktop. I’m always within the 24hr timeline, but lost star seller for August- and I’m confident that the issue is on Etsy’s side. It’s pretty frustrating. So between app and desktop responses, something is going wrong. I even looked up the message they said I missed this month, and the timestamp shows me responding the same day. Something is definitely wrong. 

[CassidyCurios]

I had a bad experience as a buyer. It happened to be at the end of one month. After exchanging messages for two days, I didn’t want to talk to the seller anymore: he had been rude. I started a case: which resolved immediately and I was refunded. Then the seller messaged me again—since we’d been arguing for two days, I certainly didn’t consider it an initial message. The next day was the first of the month and he resent the same message. I was punished for both and lost my badge. They weren’t initial messages and I still feel that it wasn’t fair.