Ongoing Issue with Etsy Star Seller Messaging Metric

[ProvenceAuthentique]

Hi everyone,

I’m reaching out to share a frustrating customer service issue I’m currently experiencing with Etsy, in case others have had a similar problem — or to hopefully get some help or insight.

Although I did miss one message during a 24-hour response window, I have since responded to four separate customer inquiries within the 24-hour timeframe. However, the Star Seller messaging metric is not updating to reflect these timely responses. As a result, I will not qualify for the Etsy Star Seller badge for the month of July.

This is especially disheartening because the absence of the Star Seller badge has had a significant impact on my visibility and sales. I’ve had zero sales this month — and, consequently, zero revenue — which I believe is directly tied to this drop in visibility due to not meeting the Star Seller criteria.

Unfortunately, this isn’t the first time I’ve experienced this issue with Etsy’s response tracking, and the repeated nature of the problem is causing me to reconsider whether Etsy is the right platform for my business moving forward.

For reference, the support ticket number associated with this issue is: #20339630.

If anyone has experienced something similar or has advice on how to resolve this, I’d greatly appreciate your input.

Thanks,  Erica

[StoneHorseCeramics]

I lost my star seller badge because I did not use Etsy shipping labels…even though I sent tracking to the 4 (happy) customers. It said I missed tracking info. 

I just wanted to say it did not affect my sales. Completely the same. 

I really do not think customers know what all the badges mean. 

[bradgoodell]

You do not have to use Etsy labels.  I don't, never have.  You simply need to make sure the tracking info is entered correctly and in a timely manner.  

[moonbeamgifts]

I haven't used Etsy labels in years both since they started the requirement of deduction from the shop payment account and then the chargeback debacle was the final nail in the coffin for me.    I've had the badge regularly?     

I use PirateShip and it automatically updates my order list when  I print the label so I don't even have to transcribe or copy/paste the tracking number.   
Arrrr, matey.

[WitticismsRus]

Are you sure it's really n technical issue and/or not working correctly?

Missing just 1 message reply on time can tank your percentage especially if you don't get many messages. The lower the total number of messages received the bigger impact missing just 1 will have. Responding to 4 more probably won't move the percentage much. 

You can do the math yourself to see if it's correct. It's basic math percentages. 

How many messages did you receive during the review period? If you just missed 1 then the math is simple. 

Take the total number of messages you replied to and divide it by the total number of messages you received.

So example- you received 15 messages during the review period. You missed replying to 1 of them on time so the math is

14 divided by 15 which ='s 0.9333333 or 93% since etsy doesn't round up

Lets add 4 more messages to that count and it only moves the percentage a tiny bit

18 divided by 19 ='s 0.9473684210526316 or 94% because etsy doesn't round up.

Point being, it will likely take more than responding to just 4 more messages to get the metric up to at least 95%.

[BootifulLabels]

Messages received in the last couple of days in a month are often rolled over to the next month's calculations so as not to prematurely penalise sellers in different timezones.  It is not a system error, that is how it was designed.  

Personally, I wouldn't waste time on worrying about the Star Seller badge,  honestly it makes no difference.  As a small shop, I am lucky to get the badge once a year, I have perfect CS scores, I just don't meet the minimum sales requirement (as if the volume one sells has any validity as a measure of CS).  I haven't noticed any significant difference,  in fact I tend to do slightly better without the badge.  Don't swallow the hype, SS is not worth the pixels it is written on.

[VibeEnvy]

Your shop has been open for 5 years, with only 265 sales. That's an average of 5 sales per month. Granted your frequency is likely higher now as your shop has grown, but with numbers like that, limited number of products available (about 50) and etsy always going through changes, your shop to me seems very susceptible to dips into the zero range for periods of time as losing 5 sales a month may be a significant number for your shop while it's really a small number and small fluctuation regardless how devastating it may be to your personal sales numbers. It could be related to losing star seller, though in my experience and according to countless others, the star seller rating has never really helped to have nor hurt to lose (unless they have finally actually incorporated it as a visibility metric and highlighting star sellers over others, which they implied they may do at some point but haven't personally seen any evidence that they are actually doing so yet, but i may have missed the announcement if they now give star sellers higher ranking or punish sellers who are not star sellers).

Have you edited your listings lately? That automatically kills most listings for a while as the search needs to relearn the item and place it where it ranks anew.

Have you had an item deactivated?

Have you had a case filed against you for any reason?

This is also summer, most shops have a summer slump, a slump for a shop that doesn't average 5 to 10 sales a month can very easily drop to zero.

The fact you've hit a slump in a shop that seems historically slow, means you are not gaining any momentum while the competition is. It's like the old saying sales begets sales, it works vice versa, a lack of sales can lead to a lack of sales.

If you are stagnant for a month and you want to see an increase in sale, increase your inventory, list new items, increase your chances of even making a sale, once you get one, that may be all it takes to kick start things back up, at least to the level you are used to.

[StoneHorseCeramics]

Thanks for doing the math out witticismsRus!

I just used it too

[GlassyFields]

Etsy's star seller stats usually take a day or two to show up.

And as others have pointed out, Etsy often calculates the '3-month period' before the end of the month ... so messages at the tail end of the month are included in the next period.

Missing 1 message in a period will require about 19 1st messages in a thread to hit 90%.

And the best way to check is to download the csv file. That shows you what Etsy counted and what they dinged you for.

The message system drives me nuts. I get messages every day. Few of them are net new threads. Just responded to a question from someone who last messaged me last year. And sometimes the same person uses multiple accounts to message me. And Etsy put a legitimate message in spam - so I missed it for days. Responding will ding me. 

Really have to keep your eye on messages to earn the badge. 

[thebigharumph]

PLEASE... Do yourself a favor and don't pay too much attention to the "badge." 

The number of times I've missed it by a TINY margin is laughable. (My message response score last month was 1% off the mark.) I just don't care anymore. Sometimes it's ok to "fail" in silly ways so that you can breathe a little easier. 

[BagmakerSupply]

@ProvenceAuthentique: "I have since responded to four separate customer inquiries within the 24-hour timeframe." Were each of these the first message of a new incoming thread (all that counts for Star Seller)?

Keep in mind that a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied,  stats (and the CSV file) are updated only once per day so there may be an additional day's delay, and Star Seller stats are in UTC (not your time zone).

[ThatsDesignArt]

Hello, I have also missing messages on my CSV file message stats. All 6 messages after the 16th of July are missing and I am at 91% . Its seems not updating anymore. And those 6 messages are from new customer's messages. Is there anyone experiencing the same issue ?

[GlassyFields]

@ThatsDesignArt 

Are the messages brand new threads?

I get messages every day, but most are not brand-new threads so they don't do anything for the Star Seller Badge.

I've asked Etsy several times - when talking to chat support and in feedback - to start new threads at least every year. I have threads with repeat customers that go back years. The threads are now unwieldly. And seems like responding to repeat buyers would be just as much an aspect of good customer service as responding to an initial message.

I actually like being able to interact with buyers via messages. But the star seller message badge isn't much of a measure of customer service. An auto response or a rude response carries more weight than a thoughtful response to a repeat buyer.

[ThatsDesignArt]

Thank you for the reply! I have double-checked those 6 messages are all new threads. It's just seams that the CSV has frozen on 16th of July and I am wondering if it's only me or a worldwide glitch? Do I have to worry about and contact support team or not? 

[RueDeLouvain]

My message stats csv is not updated since 10 days, although I have received (and replied) quite a few messages during the past week. Contacted support on Chat, but they could not shed any light (of course...) and referred to their "team" who will be "following up via email". Hope they do because due to one missed reply I'm at 93% for the SS badge so I need those new messages to make up the numbers before 1st August!

[RueDeLouvain]

My stats have not updated since 17 July, by the way.

[mommawhazelsquilts]

@Messages have to be new message threads. Just receiving messages does not thread the needle.

[RueDeLouvain]

I know that, thanks.