Request for response rate review due to important family matters

[TomatoGraffiti]

Dear Etsy Support Team,

I would like to kindly request a review of my response rate due to an exceptional family situation that occurred in August of this year. Unfortunately, because of these unforeseen and one-time events, I was unable to manage my shop for around 30 days without the possibility of setting a vacation mode. This was a unique event that rarely, if ever, happens in life.

I understand that my response rate dropped to 14% at that time, but since then, I have been regularly responding to messages, and my order completion rate has improved to 97%. However, the response rate statistic still remains low despite my consistent communication with customers. This August break occurred almost 60 days ago, yet my response rate remains impacted as of October 26th.

Additionally, I have noticed that when I thank a customer for their purchase and they respond with a thank-you message, the system treats it as an open message requiring a reply from my side. Could you clarify how Etsy’s automated system counts these types of messages?

Thank you in advance for your help and understanding.

Best regards,
Marcin Nowatkowski
Tomato Graffiti

[NanaLetha]

You are only addressing other Etsy sellers here in the forums. Etsy will not fix it for you. You could have set up auto-reply

[bradgoodell]

If you are referring to Star Seller and those requirements, Etsy does not make exceptions.  

Regarding messages, Etsy requires seller action on all NEW message threads.  If the buyer responds to your message, and doesn't start a new one, you don't need to have the last word.  Only if the buyer starts a NEW thread are you required to respond.  New threads are usually marked in blue, and it stays that way for 24 hours so you don't forget to respond.  

Hope this helps.  

[ArtDollsbyJD]

I'm sorry you had an emergency and unfortunately you probably did not prepare for such an emergency>  Did you have your phone with you?  You could have set auto reply or even go on to vacation.

You will need to contact Etsy directly if you want help with this.  As fellow sellers not much we can do except sympathize.  Yes it is hard when emergencies happen.  I went through one some time ago and am now somewhat prepared should something happen again.  At the very least I know I can set up vacation mode from my devices.  

Once you have gone past 90 days for star seller, you will see the stats change.  You will need to wait.

As to the reply.  If you initiate the message to the buyer and they respond back, there is no need for you to respond to it.  It is not a new message.  However if the buyer does not use your message but sends a new one then yes you do need to answer it.  

[VintageRescueSquad]

Those August dings will not affect star seller starting December 1. Star seller is for the last 3 months, so the August dings will fall off for that period.

Etsy will not "fix" anything having to do with star seller. Keep up your good work and you'll get it back December 1. And, to be clear, it doesn't matter all that much

[CraftyCornishMaids]

Etsy doesn't make exceptions, if they did, everyone would jump on the bandwagon.

Don't thank customers for purchases, etsy already sends an e-mail out on purchase, add your message to that.
and they send one out on dispatch, you can add a message to that too.
most people don't want/need another one.

 Could you clarify how Etsy’s automated system counts these types of messages?

You have to reply to each new message thread, and etsy highlights them in blue

[Chrysalism]

The bad news- Etsy won't make an exception. The good news- your August activity will roll off on Nov. 1st. For the future you can set an away message / auto-reply to help in situations like this. Good luck with your shop : )

[GieseDeseiGns]

Not till Dec. three month, Aug. Sept. Oct. Will be for Nov.

[FeltOnTheFly]

May I suggest…. Read Etsy’s Terms of Use / Seller’s Handbook. 

[BagmakerSupply]

@TomatoGraffiti: "... the response rate statistic still remains low ..." It takes 19 answered on time new Message threads to offset each unanswered / answered late new Message thread (to be at 95%).

"Could you clarify how Etsy’s automated system counts these types of messages?" 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. Remember that the Star Seller metric is NOT all new Messages but only the first Message of all new incoming threads.

"... break occurred almost 60 days ago, yet my response rate remains impacted ..." Star Seller is calculated and awarded only on the 1st of each month, and on that day it uses data from preceding three month period - so for the November 1st badges and star it will look at August, September, and October.