Possible glitch for not receiving Star Seller Award?

[PukamanCrafts]

The reason for not receiving my Star Award for September boils down to one conversation I had with my happy customer. When I requested that they double check their address, they replied by correcting the State, and I responded by thanking them, but the MessageStat Records did not pick up my reply. As a result, I feel that it was incorrectly recorded as a No Reply. I can provide screenshots to support the fact that the customer did receive a proper response. As a side note, they did successfully received their order. Can anyone suggest a way to request a remedy for this unfortunate situation? Thank you very much.

[NanaLetha]

You messaged them first. Did they reply in the same thread or start a new one?

[TBQSC]

No remedy ... Etsy has stated numerous times they will not change any seller's SS metrics! 

You can check your messaging CSV to see which message actually messed up your metrics.

Sorry that happened ... best to set up an auto response message which will help you attain & maintain the SS messaging badge.

[BagmakerSupply]

@PukamanCrafts: Based on the facts you laid out, it is a different Message thread that affected your Star Seller stats.

Have you checked the CSV file available on your Customer Service page (previous period for September 1st Star) to confirm which thread Etsy thinks was unanswered or answered late? 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 a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not.

[DovetailArtistry]

I'm getting incorrect information of my star seller stats that says there are orders within the last three months without tracking info.  Didn't happen.  I ship everything with tracking.  Customer service was useless and time consuming.  If the stats aren't correct, Etsy should be able to right the wrongs.  Not fair to us sellers who are working hard to play by the rules.

[BagmakerSupply]

@DovetailArtistry: "Customer service was useless and time consuming." Support and the Virtual Assistant do not have the authority or ability to manually adjust Star Seller stats, Etsy can, and has, made changes to the underlying data so that the stats auto update.

"I ship everything with tracking." Have you checked the applicable CSV file on your Customer Service Stats page (last review period for September 1st star) to confirm what Etsy thinks is late or otherwise has something wrong with it. In particular make sure that *Had processing time?* = yes, *Ship by* has a date, *Tracking/label date* has a date, and *Shipped on time?* = yes. Remember that Star Seller dates / times are in UTC not your time zone.

[TBQSC]

"I ship everything with tracking."

There ARE actually shipping service companies that Etsy does not recognize, and therefore those tracking #'s will not be valid for SS ... however, since you are in the USA, then most (if not all) USA shipping service companies are recognized by Etsy & their 3rd party company they use to confirm eligibility for SS.  Check your shipping CSV and see what it says ... perhaps you actually missed something!  In addition, many sellers do not understand there IS actually a difference between "Customer Service Standards" and "Star Seller Targets" ... some think if they meet CSS that they should automatically be SS's, but that is not always true ... Star Seller ONLY happens when you overachieve the CSS and EARN the Star Seller metrics.  More info can be found here @ https://www.etsy.com/your/shops/me/customer-service-stats?ref=seller-platform-mcnav