Problem with Algorithm in Messages for Star Seller Status

[MudTwineSticks]

There is a big technical issue with combining emails from personal purchases and professional sells. I am very disappointed in the ability to talk to a real human being on Etsy about this issue. I have had only two messages recently. One was from a customer that I replied in 24 hours the other was from a seller for whom I purchased a ring from. I did not respond to that message, so now I have a 50% message rating in star seller. That email didn't need a response. 

Here is that message [This content has been removed by Moderation. We ask that you please review Section 1, Item 1 of our Community Policies prior to posting.]

If I had respond to that email then that seller would want to respond for their rating and so on and so on........ There is no human I can get ahold of to help correct this issue. If I was a star seller, then supposedly maybe you can chat with someone now. Great, everything else is on par except my message rating and I can't really do anything about that unless someone messages me....Seems to be an unfair and unsupported system. 

[secondarycreations]

It's been said all along that the algorithm can't tell the purpose of a message - whether it's buyer to seller or seller to buyer - so the first message in a string always needs a reply. The back-and-forth for the "last word" isn't necessary, as it's only the first message in the string that needs a reply. You can send the message to spam, or just give a one-second reply such as "Thanks" or "Okay." I don't think this is going to change. I'm not really sure how it could be fixed. As has been shown in many ways, algorithms aren't that smart.  

[GieseDeseiGns]

You could fix it by having a buyer only account and use it when making purchases.

[CatsWhiskersCurios · Accepted solution]

From shop manager star seller info:

"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."

[OwlAlwaysKnit]

https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling

Initial messages from both buyers and sellers on Etsy are counted towards the Message response rate. 

many people are caught out with this but it is mentioned in the SS info. 

[FabioMcMustache · Accepted solution]

Hello!

We ask that you please refrain from sharing any sort of personal/sensitive information (yours or other people's - this includes, and is not limited to: Names, Addresses, Phone Numbers, Email Addresses, Tracking Numbers, Private Messages, etc.). This also includes any verbatim communication between you and your customers, as per Section 1, Item 1 of our Community Policies.

Please be mindful that this is a safety measure for you and everyone else potentially involved in the matter, which is why this is such an important aspect of our Community Policies. 

Thank you!

[OmasFabricStash]

You received 2 messages and only responded to1 so that averages out to 50%. Since this started it has been clear that all messages need to be responded to, not just the ones from your customers. If it helps any this problem comes up at least once a day in the forums so you are not the only one to not understand how it works. 

[MudTwineSticks]

Thank you for answering kindly. Now that I understand that it applies to all messages then yes, I will do as the algorithm asks. However, I do question its validity as a method of grading. 

[FallenAngelBrass]

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@MudTwineSticks wrote:

If I had respond to that email then that seller would want to respond for their rating and so on and so on.

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Sellers need only respond once in a message thread.  There is no need for a seller to respond to a response. 

[BagmakerSupply]

@MudTwineSticks: "If I had respond to that email then that seller would want to respond for their rating and so on and so on..." Only the FIRST message of a NEW INCOMING THREAD needs to be replied to.

[MudTwineSticks]

Thanks, yes that is helpful information for the future. Still doesn't explain why I need to respond to a message from a seller that was selling me something.  That particular message was just informing me of information and didn't ask a question and certainly didn't' need a response. 

[OmasFabricStash]

Why, because Etsy said so. Man my kids hated it when I used that on them. I have heard them use it on their kids and just smile. 

[BagmakerSupply]

@MudTwineSticks: As @OmasFabricStash  stated, mostly because Etsy said so - it is their playground after all.

But also because Etsy does not have a true concept of seller only and buyer only accounts so they would have to "read" every message and guess if it is a buyer message, a seller message, or something else. How many threads would there be in this forum that "some bot incorrectly classified my message"?

We always look at it is an opportunity to convert a seller into a buyer.

[ArtDollsbyJD]

Messages received because you were the customer also requires either spamming or answering.  The system does not recognize you separately as buyer and as seller.  To the message system, your account is buyer and seller in one.

If you would like this not to happen again, you may wish to start a new account as buyer only.

The guidelines in the star seller program information does talk about this. 

[michellepatterns]

The calculation is correct.  The problem is the assumption you made about how Star Seller works.  Make sure to read how it works so you can can follow the rules in the future and earn the badge back.  

[AAANativeArts]

Did you even read the notices that are right on the Star Seller page? I  am so tired of people complaining about this. It says right on the page you have to respond to ALL convos at least once, or else mark them as spam, regardless of what it is about. If it is on a Convo form, you have to respond at least once. A simple Thank You would have worked.