Problems in statistics that etsy obtain to determine if we are star sellers.

[Tocchic]

Hello everyone, 

As all of etsy sellers I work so hard every day to make my clients happy and get the star seller. I complete the orders on time and try to answer all my messages from a new client in less than 24h. But I didn´t get the star seller, I have checked the information on the statistics that etsy provided us from last month for example and I have checked two errors: 

- It says that I didn´t answer some new client conversations in less than 24h and I have checked the conversations on the statistics and those have another conversations with that client,  those conversations are from another year, so it is not a new client and I don´t have to answer them in 24h.  

- It says that I didn´t complete the orders on time. I have complete all the order but I have my shop indexed to the platform of the courier, and they didn´t add correctly the tracking numbers in 3 orders, but has completed the order. 

I have contacted with help service of etsy and they told me that they can´t change the information of the status, I have sent them the correct tracking information and the link to both conversations that I had with the clients and they told me that they can´t change the statistics. 

So I am really sad because we work so hard to get our clients happy and to get a star shop and etsy don´t do it and don´t help us.  If Etsy has a problem, we need etsy to fix those problems and help us. 

I am from Spain, so I could not explain it as good as I would like, but I hope you understand me and etsy fix those problems. 

Thank you

Kind regards

Teresa

[RueDeLouvain]

Etsy statistics are correct imo.

"it is not a new client and I don´t have to answer them in 24h" - you have to answer ALL new messages in 24 hrs, whether they come from old or new clients. If you don't want to answer a message, send it to spam (also in 24 hrs).

"they didn´t add correctly the tracking numbers in 3 orders, but has completed the order." - you are responsible to add tracking numbers against every order AND mark the order complete by the shipping time you have stated. Etsy is not going to check if you have an integration with a third party shipping service, that does not come into it at all.

But I would not worry too much about the Star Seller badges, you have a beautiful shop and 5 star reviews, I don't think it will have much, if any, influence on your sales.

[BootifulLabels]

For the messaging, even if this is a returning customer, if they started a new message thread instead of continuing the one from their past order, it requires an answer within 24 hrs.

If your shipping platform made errors in the tracking number entry, Etsy would not be able to verify the tracking.

Unfortunately neither of these issues is down to Etsy, they are mistakes made by you and your shipping platform.  

Use this as a learning experience, always verify the tracking leads where it should, and respond to EVERY new message thread you receive, even if it is a returning customer. 

I wouldn't lose sleep over Star Seller, it is not likely to make much difference whether you have it or you don't.  I have had it only 5 months out of the three years or so it has been in place and it has made zero difference. 

[BagmakerSupply]

@Tocchic: "... those have another conversations with that client ..." If we understand you correctly, you have received multiple new threads (conversations) from each of these buyers. The Star Seller metric is 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.

"... and they didn´t add correctly the tracking numbers in 3 orders ..." Undoubtedly Etsy will take the position that it is the shop's responsibility to make sure that an order is marked as complete with verifiable tracking before the scheduled ship date.

"... etsy don´t do it and don´t help us." Unfortunately Etsy has made it clear that they will not manually adjust Star Seller stats. They have sometimes been able to correct errors in the underlying data and then the Star Seller stats will auto update but based on what you have written from Etsy's viewpoint there is nothing to correct.