Rapid Response Badge Not Awarded Despite Prompt Replies – Possible Bug Affecting Star Seller Status

[Anryel]

Hello,
I'm reaching out because I believe there may be a bug affecting my Star Seller status. Last month, I lost my Star Seller badge due to not meeting the "message response rate" requirement. This surprised me, as I always reply to messages promptly, often within a few hours, and I even have auto-replies enabled when I'm unavailable.

I thought it might have been an oversight on my part, so I paid extra attention throughout the entire month to ensure that I responded quickly to every message. I am absolutely certain I replied to all messages well within 24 hours.

However, now that May has started, I checked again and saw that not only did I not regain the Star Seller badge due to the same "message response" issue, but my response rate has even decreased to 90%. This seems inaccurate and very concerning.

If this is a technical issue, it is seriously impacting my shop: my visibility has dropped significantly, and so have my sales. I’m struggling to even cover basic expenses. I would truly appreciate an explanation, and if this is a bug - as I strongly believe - please fix it as soon as possible.

Thank you for your support,
Eleonora di Anryel Fimo Creations

[VINTAGEbytheMAGPIE]

Sounds as though you are not replying to all messages 

So to clarify when it measures it does take into account  ALL messages , so thats buyer and seller , Etsy and any that you think are spam and don't send to spam folder.

You don't get badges unless you hit the order amount. 

The percentage is a ratio over a 3 month period  so yes it may go down or up dependant upon response.

[BGLASSbcn]

I've lost my star seller badge based on not shipping on time which is not correct, I've shipped all my orders on time in April. I contacted Etsy via chat and they told me there's a bug

[CraftyCornishMaids]

@BGLASSbcn 

you have to ship on time, WITH tracking that etsy recognises.

Go to Previous review period, you can download the CSV, and it will say if it's the ships on time, or tracking, that is the problem 

the count is for Feb, March, and April - 3 months

[CraftyCornishMaids]

@Anryel 

the badges are awarded for the last 3 month, and the calculations are in PREVIOUS review period

click on PREVIOUS review period, and you can download the csv, to see which one/s etsy thinks you missed.

the target is 95%, so out of 20 messages, you can only afford to miss one.

[BagmakerSupply]

@Anryel: Have you checked the applicable CSV file available on your Customer Service page (previous period for May 1st badges and Star) to see which new Message threads Etsy thinks were unanswered or answered late? 

As an aside, selling fan art without licensing is intellectual property infringement and could be a reason for any reduced visibility of your shop.