Message Response Rate

[#1]

Hello,

I have just had a frustrating conversation with Etsy chat who advised me to come here to make a complaint.

I had a back and forth conversation with a customer, via Etsy messages. I responded to her initial message immediately, as I have the out of hours reply set up. The customer and I then chatted back and forth while I resolved her issue. She was very happy with the result. Her last message was a thumbs-up emoji. I didn't reply to this because the conversation had come to its natural end and it would have been strange for me to carry on.

Etsy is saying that I failed to reply within 24hrs, even though I replied to the initial message immediately, and as they say, it is the initial reply that message response rate is graded against.

The chat centre person even acknowledged there was an error made by Etsy but that there was nothing she could do to change my rating back to where it should be. 

The only reason I am here is to log this complaint, as the chat support person advised me to do, in the hopes that technical support will read it and look into how these errors are being made.

[CoffeeCupDoodles]

Same thing happened to me - replied to the direct message from customer immediately (good customer service!) and resolved issue immediately. They were very happy. However because I didn't reply to the new thread from Etsy it looks like I didn't reply. SO aggravating. Im a small shop - less than 1000 sales - and I get maybe 1 message a month. It'll take a calendar year at that rate to get my number back - 

[PlatypusDream]

"It'll take a calendar year at that rate to get my number back"

Star Seller metrics only account for the last three months.

[BagmakerSupply]

@CoffeeCupDoodles: "However because I didn't reply to the new thread from Etsy ..." Presumably you mean that the customer sent you a second Message as a Help Request. Help Requests are especially important to answer promptly because they also start the clock ticking on a potential case being opened.

Unfortunately as it says right on your Star Seller page and elsewhere, 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.

[CupidFalls]

I Just had a message from a customer I answered it and everything looked good The customer responded and said thank you and my mesage went back to telling me I had 24 hrs to respond I had to say "your welcome" to lock the message in as answered a second time Defiantly a bug

[luxcrafter]

Must have been a new conversation.  The only-need-to-respond-to-first rule resets for each conversation, even if continuing a past one.

[MosGrakkisTraders]

I had the same thing happen.   Replied to a message but the blue notice at the top that I needed to reply was still there.   Went back and forth in that thread several times and the blue banner never went away.  

I contacted Etsy through chat and they said it was a "bug" on their end and to ignore the banner.    So yes, there is definitely something going on with Etsy messaging at least occasionally.   (Now I'm just waiting until September so see if it winds up counting against me.)

[ModKenneth · Accepted solution]

Hello!

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