Message Response

[TheDoughShoppe]

Hi! My message response rate dropped to 67%. I don’t think it’s correct. When I look at the downloaded list and the 3 messages that make it up, the message that didn’t get a response was an item I bought on my own personal account and the seller let me know the item sold out and they were refunding my money. I don’t understand how that type of message should be held against my star badges …? It didn’t need a response from me. And it had nothing to do with my Etsy shop. 

[MaynardMillinery]

That’s how it works. All messages must be responded to or spammed. 
You don’t have a personal account if you just have one account on Etsy that you sell from, it’s a seller account. 

In the future, either respond to the seller with a “Great! Thanks for letting me know!” Or send it to spam.

[CraftyCornishMaids]

Etsy doesn't read the messages, buyers can be sellers,

You have to reply to all new message threads, they are highlighted in blue.

If they sent a message to your shop, it counts against the shop, if you do not reply

if they sent it to a different account, it does not count against your shop account

... you can set up a separate account for buying, that is not linked to your shop

[EcitenFineJewelry]

hi! Have you talked to etsy help? If you explain the situation, maybe they can fix it. Anyway, you should be the last one to message, you should pay attention to this.

[CraftyCornishMaids]

etsy help just point people here, as they won't do anything about people who don't read the rules

[MaynardMillinery]

No, Etsy have categorically said that they will not go back and retroactively change someone’s SSB score.

The Op didn’t respond to the first message in the thread so they have lost their percentage points. That’s how it works, the OP hasn’t done this basic requirement, so they have been penalised.

And it’s not the last one to message, say at the end of a thread of 20 messages.It’s to respond within 24hrs to the very first message.

[EcitenFineJewelry]

In the meantime, there may be technical problems. Etsy reflects a problem, such as not showing the sale, or as mentioned here, a problem with the sale made on its own site. Talking about them with etsy help will give better results.there is nothing we can do about it.

[EcitenFineJewelry]

MaynardMillinery

I know that.she should reply within 24 hours and that the last messager should be the seller. I thought she should contact etsy help because he said it was not related to his website on etsy.

[OmasFabricStash]

I took it as her personal Etsy account, which she doesn’t appear to have. If it was her shop account then she will get dinged if she didn’t answer. 
I think this is the fourth one I’ve read today. Etsy clearly states all messages must be responded to, not just ones the seller thinks a response is necessary. 

[dippeldiundscribble · Accepted solution]

@EcitenFineJewelry 
„she should reply within 24 hours and that the last messager should be the seller“

No. That’s a misconception. There‘s absolutely no need to have the last word in a conversation.

Go to your Star Seller page and scroll down to the Q&A section.

https://www.etsy.com/your/shops/me/star-seller

Questions? We’ve got answers. -> Messages -> What messages count towards the message response rate?

Your message response rate is based on just the first message in a conversation, not ongoing conversations. This means you just need to respond to the first message within 24 hours. This applies to messages both from buyer and seller accounts. Messages from Etsy staff do not count toward your response rate, and neither do messages that you mark as spam. You can also now find a breakdown of your message response rate score by downloading a CSV.

[ArtDollsbyJD]

If the buyer messaged you on the account you are posting from, you need to answer or spam.  Etsy does not, since the inception of the program, distinguish between buyer and seller.

If this personal account is only a buyer account then you won't see the star seller.

Which account did you purchase from?  Shop account or separate buyer account.  Shop accounts are considered to be buyer and seller accounts.

The star seller rules are specific and have great information.

If the ding was on a strictly buyer account that would be odd for one thing and soemthing to tell Etsy about. 

[HazelsSewingSupplies]

OP made a mistake and didn't follow the rules as set out by Etsy two years ago when Etsy first started this program.

This does not appear to be the only Etsy rule that this seller is ignoring based on their shop.

[NattyBitsSillyThings]

I reply to all my messages within twelve hours but have never received above 67% on the star seller dashboard. I find this really frustrating and unfair! 

[BagmakerSupply · Accepted solution]

@NattyBitsSillyThings: What does the applicable CSV file available on your Star Seller page (previous period for July Star) show? When you look at the file remember that that the dates / times are in UTC (not your time zone), only the first message of a new incoming thread is included (all that counts for Star Seller), and usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied.