Message Response Rate = Losing Star Seller

[TripleSOCreations]

A customer messaged me twice 45 min apart...regarding the same issue. I responded in less than an hour to one message, completely satisfying the customer.

I have a total of 9 messages in 4 months. I'm losing my star seller rating because of my Response Rate is 8/9 instead of 9/9.

At my current message rates (4 months 9 messages - 8 responded), I'm not going to regain Star Seller status until Jan 2023! (4 more months 10 more messages...10 responded) for a 18/19 or .9473%.

Duplicate inquiries 45 min apart, with a reaponse to one less than an hour later...were the customer is 100% satisfied shouldn't cost me my star seller badge for the rest of the year.

#angry!

[NanaLetha]

You must reply to all messages or mark as spam. Why are you angry? The criteria is very clear.

[MidnightCreations]

Star seller changes every month and evaluates the prior 3 month period.  So, you could get it back once you respond to more messages or the missed one drops off.  It will not be like this the rest of the year as long as you qualify on all targets including number of sales and $ amount needed.  

How is your purchases impacted by the star seller?  For me as a buyer, star seller has not weighed into a singe purchase decision.  As a seller I have had it I think every month but one, I don't think it has impacted sales in any direction.  

[bradgoodell]

Sorry you were blindsided by this.  

Star Seller is clear, all messages means all.  Blank messages, duplicate messages, multiple messages from the same buyer.  Messages when you buy something, messages when you sell something, messages from your best friend wanting to chat, messages that are clearly spam.  Either respond or send them to spam.  But all must be addressed one way or the other.

[TonsOfPaper · Accepted solution]

Hi there,

Since all incoming message threads count towards your Response rate, we'd recommend replying to duplicate message threads with a response along the lines of "I'm responding to all questions in the original message thread." This will help to keep correspondence in a single thread. Just be sure to respond to each thread within 24 hours so that they count positively towards your score.

Sellers are re-evaluated on the 1st of every month, so even though you did not obtain the Star Seller badge for the current review period, your shop will have opportunities in the coming months. We understand that multiple or duplicate message threads can be challenging to manage. To help with this, on June 30, 2022, we introduced a new-and-improved Messages experience that will start to combine messages from the same buyer into a single thread. You can learn more about that and some other exciting changes here.

Thank you very much!

[IpoDepot]

I asked this question before but did not get a reply.  2 messages on my stats were not received.  I've checked and double checked - don't see them.  These were 4 minutes apart.  I had several messages with this customer since she had a damaged shipment.  But none of the messages are at the times you listed.  Could you send me a copy of the messages?

Thank you

[DesertChains]

It doesn’t matter whether or not you answered questions or provided information. It doesn't matter if a message doesn't need a response. It doesn’t matter if you’re the seller or the buyer. It doesn't matter if the message you received is a duplicate. The system only determines whether or not you replied to an individual message. If you didn't respond or send a message to your spam folder, you are going to get rated down. That's how it works.

Right or wrong, the program has worked this way for a year! The instructions for meeting this metric are clearly stated and easily accessible. Daily posts in the forums also discuss this exact topic.

Send the missed messages to spam. Your stats will update in a day or two, though probably not in time for August.

[IpoDepot]

My issue is simply, I did not receive the 2 messages on my stats report.  Can't respond or send to spam if I did not receive it.  

Having a star is not why I posted this - my sales are fine with or without it.  I just thought this may have been a technical glitch and should be looked into since this happened about the same time the "new and improved" messages started.  

[MyPreciousTutu]

I just had the same issue!  I have a customer who wrote me, i responded immediately and fully satisfied her. She accidentally sent me another message asking the same question 2 days later. I responded on our original thread to avoid any details getting lost. I always have 5 star reviews and 100% ship on time. Today i lose Star Seller for a duplicate message. Just when my busy season begins :(. Something has to get corrected on the messages end. 

[HtoHdesign · Accepted solution]

Hey There!

Your response rate shows the percentage of all initial messages that you reply to within 24 hours in your current 3-month evaluation period—just the first message, not ongoing conversations.

Since all incoming message threads count towards your Response rate, we'd recommend replying to duplicate message threads with a response along the lines of "I'm responding to all questions in the original message thread." This will help to keep correspondence in a single thread. Just be sure to respond to each thread within 24 hours so that they count positively towards your score.

To get a closer breakdown of your messages that were counted as late, you can download a CSV by going to your Shop Manager dashboard > Star Seller dashboard page > selecting the Message response rate tile > selecting the Export link next to Message breakdown.

We understand that multiple or duplicate message threads can be challenging to manage. To help with this, in June 2022, we’ll introduce a new-and-improved Messages experience that will start to combine messages from the same buyer into a single thread. Learn more about that and some other changes here.

Thanks!

[LeVoyageurCharmant]

I downloaded the new Etsy app, didn't like it and deleted it. Unfortunately, messages were received on both the old and new apps and they counted the messages from the new app as unanswered. All were answered on the old app within hours, but this made my response time plummet. How can this be remedied?

Thanks!

[TonsOfPaper · Accepted solution]

Hello there,

Since all incoming message threads count towards your Response rate, we'd recommend replying to duplicate message threads with a response along the lines of "I'm responding to all questions in the original message thread." This will help to keep correspondence in a single thread. Just be sure to respond to each thread within 24 hours so that they count positively towards your score. Sellers are re-evaluated on the 1st of every month, so even though you did not obtain the Star Seller badge, your shop will have opportunities in the coming months.
 

We understand that multiple or duplicate message threads can be challenging to manage. To help with this, on June 30, 2022, we introduced a new-and-improved Messages experience that will start to combine messages from the same buyer into a single thread. You can learn more about that and some other exciting changes here.

Thank you very much!