Return reply with message within minutes and lost Star Seller Rating AI Error

[KimberlyACreations]

Any help is appreciated.

I had a customer request a return and I sent a return label within minutes using the desktop version. Please see pictures.

First message Tue June 7 12:49pm.

Reply message (with label) Tue June 7 1:12pm.

I followed up using the mobile app on Thursday June 9 1:21pm. This is when the customer confirmed they got the label on June 7 and sent the unit back. See photos please.

According to my message spreadsheet I downloaded, when I went to follow up on the label using the mobile app, the Thu June 9 1:21pm instance counted, not the June 7 1:12pm desktop reply when the label was sent.

My account lost star seller rating from this event. The Etsy app claimed it took 2 days to reply.

AI?

I hope we can resolve this issue together.

https://www.dropbox.com/s/uuyvllqmlgby3qu/Etsy%20AI%20Message%20Rating%20Issue_1.jpg?dl=0

https://www.dropbox.com/s/6r7uhhkv3rnqwah/Etsy%20AI%20Message%20Rating%20Issue_2.png?dl=0

https://www.dropbox.com/s/aaoqlq5bjptmdik/Etsy%20AI%20Message%20Rating%20Issue_3.png?dl=0

https://www.dropbox.com/s/mm5bzzt2apapktq/Etsy%20AI%20Message%20Rating%20Issue_4.png?dl=0

[FallenAngelBrass]

Stars are awarded on the first day of the month.  You wouldn't have suddenly lost your star badge over a transaction (or message event) in the middle of a month.  Etsy does remove star badges mid-month for policy violations, though. 

[anythinggoeshere]

I think she means for next month.

[KimberlyACreations]

Thank you for your comment. 

[anythinggoeshere · Accepted solution]

@KimberlyACreationsMark the message as spam or send a short reply.  Sending a label from the order isn’t enough.

[KimberlyACreations]

As stated I replied within minutes. We can see the reply in the photos. Thank you.

[anythinggoeshere]

@KimberlyACreations   Contact Etsy for help then.

[KimberlyACreations]

Thanks again!

[CappuccinoLace]

AS I can see from your screenshots (image 3), the bottom of the buyer's June 7th message, with your June 9th reply to the actual message thread, directly below it.

Sending a return label with a message, does not actually reply to the original message. Nor does it show in the original message thread.

Unfortunately you didn't physically reply to the message in the message thread, therefore the SS algorithm correctly shows you didn't reply to it.

[KimberlyACreations]

Thank you for clarifying!

[ChristmasIsLove]

Etsy support isn't here in forums. This is peer support from other sellers only. You need to contact Etsy directly to dispute the incident.

[KimberlyACreations]

Thanks so much for the help!

[KimberlyACreations]

Hello everyone! 

It is great to see today's 10-13-2022 

Seller Handbook Article by Etsy Staff

"Introducing More Improvements to the Star Seller Program"

https://www.etsy.com/seller-handbook/article/updates-and-improvements-to-the-star/1083608630250

Live Chat

[BagmakerSupply]

Today's blog post is a nice bit of PR fluff, but I notice that they did not address (or even mention) the problem which they need to fix and that is of an improvement where tracking is being correctly and accurately updated in a timely manner.