Message responsiveness stat and sending custom listings

[WeaveWaterDice]

Hi folks, I noticed that my stats for message responsiveness was flagged as a factor risk lowering that might lower my visibility and/or my Star Seller performance.

I checked my messages and the only suspect is a message from a buyer, who contacted about a specific custom order on social media, and who I told to message me on Etsy. As soon as they messaged, I sent over a custom listinf to them.

Does this somehow count as me 'not replying' to them and therefore affects my response performance? I find that to be misleading, since I would consider the custom listing I sent a response.

[mommawhazelsquilts]

I might be wrong but I don't think sending a custom listing is actually answering the message.

[audreytherese]

I do think you needed to write something, not just send a custom listing. 

Etsy's system isn't perfect. Unfortunately, it's up to us to figure out where their inadequacies are and work within them. Message systems are consistently an issue. A similar problem is when a customer asks for a refund. Sellers that issue a refund and add a message to it do not count as responding. While it would be great if Etsy was better programmed, if it doesn't make them more money, don't hold your breath waiting for them to fix anything. They'd rather run tests and implement poorly planned out new programs than fix what's already here and broken. 

[BagmakerSupply]

@WeaveWaterDice: "... I would consider the custom listing I sent a response ..." Any impartial person might agree with you, but unfortunately Etsy has clearly stated that 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. If there is no 'reply' visible in the affected Message thread then Etsy considers it unanswered.

[PillowDetails]

It's been that way since the start.  I know, it's ridiculous and counter- intuitive,  because etsy sends an email to the Buyer when you create a custom order thru messages.

I learned early on - I believe I got dinged for it once - you have to write an actual message "OK, here you go!  Let me know if you have any questions!"

[TheHomespunLoft]

@WeaveWaterDice 

You do have to actually write a message.. sending just a custom listing does not count as responding to the initial message.

I do a lot of custom work.. I always just let them know that the listing will be sent to their email and not as a convo-- many I find expect it in a  convo.