Message Response Rate

[papatyamepoksi]

Hello, To try how to create a custom listing, my friend sent me a message from his own account and I created a custom listing for him. So I thought I had answered his message. However, the system counted this message as unanswered and my response rate was severely affected. Can you do something about this issue? I thought I answered the message because I created and sent a custom listing. The custom listing seems to have gone to the other party as a response in the chat. How logical do you think this answer should be accepted as unanswered by the system? I'm waiting for your help.

[RandysExoticWoods]

You are not speaking to Etsy here, only other sellers. It is understandable how you feel you answered the message by sending a custom order, but they are two different things. The message required a reply. A custom listing will not be counted as a message, nor reply. Etsy will not change your star seller status to correct for your mistake. Just keep in mind that Etsy's Star Seller rules are specific and must be followed precisely, regardless of how we feel about them. Some of the rules are not logical and do not reflect what many sellers consider to be "great customer service", but they are Etsy's rules and need to be strictly followed in order to meet their Star Seller requirements.

In this case, not logical at all.

[BagmakerSupply]

@papatyamepoksi: If you are creating a custom listing based on a new thread, you still need to reply to the message. Etsy is now putting a blue text warning / advisory on those messages they consider to be a "new message" but should semantically be called a "new thread". How would Etsy know which, if any, message a custom listing is in response to?

[TonsOfPaper · Accepted solution]

Hello @papatyamepoksi,

As of the moment, custom listing link aren't being considered as a reply. You still need to respond to the new message for it to count positively towards your Star Seller. We will take this as feedback and we will share it with the team to consider for a future update. Please know that we take comments from the community to heart, and we make many changes to the site based on what we hear.

Thank you very much!