Response Rate Faulty

[JoleneSugarbaker]

Listen, I've been on the internet since the 90's.

I can respond to hundreds of people weekly. However everytime Etsy tells me that my response rate is low.

I even wake up at night and respond : I've set auto responders. Nothing seems to get this metric.

My buyers love my products, my shipping and reviews are on point. But in tired of this faulty metric of response rate.

I have many buyers that are new to Etsy and some how send multiple messages from different chains. I even respond to those, even though that must be so confusing for them.

I need to spend this time creating and servicing paying customers (and paying Etsy for my advertising)

And the gift is actually getting Customer Service? I've paid hundreds in advertising! 

What is going on with this metric? 

[PlatypusDream]

If you can't meet the metric, set up an automated response so you don't miss any messages.

[JoleneSugarbaker]

Thanks for your reply, I have that set and still have a low response rate. 

[PiecesOfMePaperCraft]

Are you also responding to messages from sellers you’ve purchased from? That one seems to catch a lot of sellers by surprise for some reason. 

[JoleneSugarbaker]

Thanks, I did not know that but I haven't purchased in over a year. Thanks! Good to know! 

[RustyCrustyRepurpose]

I would hesitate to buy if you aren’t shipping the exact item in the pic

[JoleneSugarbaker]

Thanks for your reply, but this isn't my issue 

[JMOldeVintage]

If you always use the Auto-reply feature for messages you receive, then that would take care of anything you purchase as well as messages directed to your shop. It needs to be reset every 5 days or so, I think?

You can check for the details on previous star seller stats to see what messages Etsy states you missed. However, even if there was an error, do not expect Etsy to make any changes to your current status. 

[FallenAngelBrass]

Auto-reply needs to be re-set every 5 days or so.  Make sure that your auto-reply is really happening. 

[RustyCrustyRepurpose]

Sorry I bothered you. 

[Adorabilities]

Did you look at the CSV to see exactly what's counting against you? That would be the first step in trying to find out what's going on.

[BootifulLabels]

Did you realise that the Auto Response option only lasts for five days?  After that you need to go back and reset it.

[CarpetCollectionAU]

@JoleneSugarbaker Actually, the Messaging metric is the easiest one to achieve as it is absolutely. 100% in your control.

But what I would ask is if you are using a PC/Laptop/Bowser version of your shop or the App? People using the App sometimes report replies being not acknowledged by the "system"

Another problem arises when a Help Request is received, especially if the request is for a Refund. Even if you process the Refund from the Link in the Help Request, you must also reply to the Help Request itself.

Are you "Spamming" any Promotional or irrelevant Messages?

"Temporary Auto Reply" has to be reset every 5 days. "Weekly Auto Reply" can be set to times and days of your preference. But remember. Etsy uses UTC time for the Messaging CSV so, whilst you may think you have covered all "bases", your actual local time is not the time by which Etsy calculates to 24 hours.

Lastly, sometimes Sellers respond to Buyers by email, especially if working with a phone. This will not count as a Message.

I

[JoleneSugarbaker]

I'm using the Etsy App.

I don't receive Help Requests or Refund Requests.

I don't send messages or Promotions.

I reset Auto Reply.

I only respond in App.

I'll have to assume it's the App not registering, as I reply immediately to all messages.

Thanks for your reply.

[PeachyChicBoutique]

Sorry you're having this issue, Jolene. 

IMO, there are many issues with the whole Star metric systems. I have the same problem, but with shipping. Every time I ship an item my score goes LOWER even though all is correct with tracking numbers & I ship quickly. I have given up on getting help from etsy.

Hope they will work to resolve your issue for you. It shouldn't be this way for sellers.

[JoleneSugarbaker]

Thank you for your kind reply! Hope 2023 is great for you! 

[WindfallArts]

Agreed.  If they implement a system, they should make it work well and pay attention to the bugs. 

[BagmakerSupply]

@JoleneSugarbaker: There are lots and lots of threads in this forum about issues with the apps. The consensus is that a seller needs to check their shop at least daily for orders and messages via a browser until these issues are resolved.

[JoleneSugarbaker]

Thanks for your reply.

I can only assume it's the App.

Which is completely unfair.

I have a flagship Google Phone with all the latest Code : I've often ran into issues with other apps with unexpected results due to App Creators not familiar with the new codes. I can imagine it might be a Bug in the way it notes replies. 

I rely on the app as I am often traveling as a performer. 

In review of my past three months, I had four messages.

One was a scam and three were customers. All of them were replied within the hour of receiving and it shows one was not, and my percentage as 70%.

I find this very discouraging..

Hope 2023 is great for you!

[BagmakerSupply]

@JoleneSugarbaker: We can sympathize, but we just never use the apps - too many issues. If on the road we use the browser on the phone.

[OmasFabricStash]

I tried the app when it first came out and the only thing good about it was being able to hear the cha ching when you got a dale. I might have kept the app for a month but didn’t use it for anything. 
For me going to the web site on line is a lot better.