Miscalculated Star Seller Message rating

[LVMcGregorArt]

Hi Etsy

Extremely disappointed I've lost my star seller rating for April due to miscalculated message percentage.

I have replied to ALL my seller messages. The only one showing as a "no reply" is from a shop in UKRAINE that I kindly purchased digital files from to help raise much need finances for artists in their country. I left them a message with my order to which THEY replied to me to say thanks in a separate message. I didn't need to respond - 1. because it was a response to MY message and 2. their city is being bombed and quite frankly they've better things to be concerned about than me replying back again for a second time.  This is massively unfair on my own Etsy shop as it's nothing to do with it. I cannot believe you'd penalise me for my support of their plight in these difficult times!

On top of this only 12 messages have been selected for my "score" over the three months when I actually had 26??? So 25/26 is actually 96% thus qualifying me already. Please fix this issue.

Yours faithfully,

Lianne at V&Me Paperie

[NanaLetha]

You must respond to all messages or mark as spam.

[LVMcGregorArt]

I understand that part of my query but please read my whole question...

only 12 messages have been selected for my "score" over the three months when I actually had 26??? So 25/26 is actually 96% thus qualifying me already.

So actually my message score has been miscalculated - this is what I need fixed! Thank you.

[CoraAnnInspiresLLC]

This just happened to me. It does not make any sense. They need to figure out a way to differentiate between us as a buyer and us as a seller/shop. 

[anythinggoeshere]

Etsy would have to completely redo the account structure since we can buy and sell from the same acct.  you could open another account and use it for buying only.  That would be a do it yourself fix.

Joan@anythinggoeshere

[NanaLetha]

@CoraAnnInspiresLLC  It’s an automated program and there would be no way to write the code to tell the difference.

[CoraAnnInspiresLLC]

So the system is flawed 

[Octopunx]

Precisely. 

[anythinggoeshere]

On your seller dashboard there is an explanation on how the metrics for responses works.  It explains we have to answer every message sent to us within 24 hours or mark the message as spam.  I hope that helps for next time.

Joan@anythinggoeshere

[LVMcGregorArt]

I understand that part but please read my whole question...only 12 messages have been selected for my "score" over the three months when I actually had 26??? So 25/26 is actually 96% thus qualifying me already. My message score has been miscalculated - this is what I need fixed! Thank you.

[NanaLetha]

The system is not flawed at all. 

[Canvasvendetta]

So you meant you had 26 messages from new buyers/sellers, not only 12? Or did you had 26 in all, including conversations already running? I ask because only the first message sent to an account counts for this rating.

[LVMcGregorArt]

New messages I’ve replied to. Not ones previously running. Very strange. I’ve no idea why they’ve not included the others.

[dippeldiundscribble]

@LVMcGregorArt 

"I left them a message with my order to which THEY replied to me to say thanks in a separate message"

What you understand as a reply was the first message.

You have left them a note, not a message. A note added to the input box in the shopping cart does not count as a first message or a message at all. Sellers cannot reply directly to such a note, which is displayed in an orange box in the order. So they have to send a "real" message if they want to reply. This then counts as the first message.

"On top of this only 12 messages have been selected for my "score" over the three months when I actually had 26"

What does the CSV from the last review period (January 1–March 31) say? 

What does the CSV from the current review period (February 1–April 30) say? 

[LVMcGregorArt]

Yes i understand why this has happened on the first part of my query. I'm more concerned about the 2nd - the 12 messages are incorrect. the csv download of the last review period has 12 messages, jan 1 to mar 31 yet I count 26 (these are 26 new messages within these dates, not existing conversations), there are 14 missing on the csv. I cannot yet download the current review period as it has not been passed the 30th April yet.

Thank you.

[dippeldiundscribble]

@LVMcGregorArt

I cannot yet download the current review period as it has not been passed the 30th April yet.

Please check your Star Seller page. There should be a download link in the purple box (right above the three tabs) „Download message & order history.“

If you click the arrow in the message response rate tab, you‘ll see a download link „Download message history“

[LVMcGregorArt]

I have found them all but it is still wrong - this one only shows 17 out of 26. 

I'm going to close this thread as I can see that Etsy themselves do not respond and appears to just be responses from other sellers - while I appreciate you trying to help you cannot fix this issue.

[CraftyCornishMaids]

 This is a seller support group .

it says

Etsy Forums

Connect with other sellers to seek advice, share your business knowledge, or read the latest announcements from Etsy.

.................................................

Etsy doesn't come here, except to moderate, if anyone steps out of line.

If you know which the message threads are, that put you over, mark them as spam, and they will be removed

@LVMcGregorArt

[SoDakYarnCo]

I was sent to Etsy Forum from an Etsy Chat with Etsy Customer Service regarding a miscalculation in Star Seller. I initiated a conversation with a buyer from within her order. The buyer's response was recorded in Messages. I sent another message from within the refund screen and shipped the order with a handwritten note (all within hours of receiving the order) then followed up again the next day with yet another message within the Message screen. Etsy has flagged the message as "not responding within 24 hours" even though I sent the first message. Customer Service said they are not able to change anything in my account - once the computer flags it, that's it. They suggested I set up a robot-response so I can get around "the clock" since only the first response to the first message is counted - even though I STARTED THE CONVERSATION! I'm not even sure why they sent me here; I was told this forum is only between sellers but decided to write something for whatever it's worth. So frustrating! HELP!

[anythinggoeshere]

@SoDakYarnCo @If you can see which message was unanswered mark it as spam today.

[XclusiveTreasures]

Looks like this is an ongoing issue that Etsy not only will they not fix this flawed system, but i cannot find a way to reach out to them via customer support/chat or email to address this issue. I reply to every single one of my messages within 24hrs even the ones that say "Thanks" as a response to make sure and at the time of evaluation for the month it still show non replies.  Its making me think that they are picking and choosing which accounts will be given the star badge to. Has anyone been able to reach them for a response and get this issue resolved?

[KawaiiPawtisserie]

Same.  I don't get many, but have ALWAYS replied to all messages within 24hrs.  I should have a 100% rating, but am always somewhere around 90%. This keeps me from getting Star Seller as the other criteria is at 100%.  I don't understand this.. can't get help.. and am frustrated with this Star Seller program.

[HtoHdesign · Accepted solution]

Hey There!

The Message response rate counts initial messages from all Etsy members, both buyers, and other sellers not including messages that you initiated. This is because fellow sellers could be potential buyers for your shop. Unwanted messages may be marked as spam.

You can consider setting up an auto-reply to make sure you'll have a reply to new messages. Learn more about it here.

We understand there are things that can impact the score that might be out of control, and/or mistakes can happen. We have taken this into account making the percentage reach 95% instead of 100%.

Thanks!

[ArtDollsbyJD]

@KawaiiPawtisserie   look at the CSv for the 3 month period for messages.  If you didn't spam a message that didn't need answering that is one hit.

If you didn't answer a new message from a buyer because you answered on another message or thought it a duplicate that is another hit.

@XclusiveTreasures   use Contact us for there is a star seller link to contact Etsy.

However make sure you really have answered all.  If you didn't respond to a duplicate new message, or spammed a no answer needed message.  Or are you sure you are answering within 24 hours?  Check the stats for the 3 months and if you find you have ansered then contact Etsy. 

[XclusiveTreasures]

Where you able to fix this issue?  I am having the same problem every month.