Responding to messages for Star Seller

[BeadingBabesBoutique]

I got a positive email announcement that I made the criteria for May and that message was followed by an email stating I did not make the 24 cut off on one of my messages and was not eligible for May 

I feel the 24 hrs does not consider when messages were sent. This message was sent on 3/30 at 9:59 PM. I responded on 4/1. 
 
The criteria should also allow for extenuating circumstances.  

[CappuccinoLace · Accepted solution]

etsy tend to erroneously send out "you've made star seller" emails, when you haven't.

As noted in the help article:

 "Messages sent on the last two days of the 3-month review period may be excluded from the current review period and counted towards the next period instead. This is to allow Sellers a full 24 hours to respond and not be penalized for messages received late on the final day of the review period"

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

[LAKEandFELLart]

The metric does allow for this, you can activate your out of office messages . 

[ColonyCraftsman]

The response to messages criteria for star seller can be very confusing.  We recently lost our star seller status because of our response time (more than 24 hrs) to a vendor from whom I was purchasing an item. As the message did not come to our account from a prospective customer, I did not realize the same 24 hour criteria applied.  Can this be addressed/fixed?  It seems misleading/unfair to penalize based on response to a message that does not come from a customer.  Sifting through this development on my account, I discovered that the auto-response I had previously set up is no longer there and the option to set a “blanket” auto response no longer exists.

[CatsWhiskersCurios]

You have to reply to ALL first messages, regardless of who they are from. This is from the star seller info in shop manager:

"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."

It's been the same for nearly two years and the information is clearly stated. 

[LAKEandFELLart]

@ColonyCraftsman you have misunderstood the Star seller metric. You can find a link to the info in the help section posted by another seller above 

[dippeldiundscribble]

They could also simply scroll down on their Star Seller page to find all the information they need. 

[LAKEandFELLart]

@dippeldiundscribble ....they sure could