STAR SELLER - ETSY data error

[AlcalaDesignsGlass]

I recently downloaded my Star Seller stats because I had a feeling something was not correct. I reviewed my MessageStats Excel file and saw I had a message from a customer (Maria Teresa) on Dec 4, 2022, which ETSY claims I did not respond to at all. However, when I checked my messages it shows clearly responded within 24hours on Dec, 5, 2022. Now I am very upset to have lost my Star Seller ratings because my sales have significantly dropped. I would like to send some screenshots to someone from ETSY so they can fix this issue immediately. Does anyone know how to contact a real person from ETSY? I am not a person who complains, just someone who has invested in a platform that should function correctly and fairly. Hopefully someone can assist to make this right. I appreciate and help, feedback and assistance.

Sean with Alcala Designs Glass

[NanaLetha]

Etsy support has no ability to change star seller stats.

[AlcalaDesignsGlass]

Do you know if it is possible to get Stat Seller stats corrected? Thanks so much for responding.

[SugarTaffySoap]

@AlcalaDesignsGlass there's no connection between low sales and star seller.  Do you have Community and Help>Contact Us> in your Shop Manager Dashboard?

[AlcalaDesignsGlass]

Thank you for the feedback. I have never seen Contact Us within the Help, as all inquiries feed through the prefilled service trees.

[CurioStar]

That is...no longer true. Shoppers can now filter shops with Star Seller status. 

[BagmakerSupply]

@AlcalaDesignsGlass: Is it possible that your received TWO messages, each in a separate thread, from the customer and only responded to one? Since you say that you can see the response you sent, make sure that the message number is the same on the "unanswered" message as it is on the answered one. You can also copy and paste the link from the CSV file into a browser you are logged into Etsy on and it will bring up that message. Keep in mind that only the FIRST message of a NEW INCOMING THREAD will be in the CSV file and the date / times are in UTC not in your local time zone.

[AlcalaDesignsGlass]

Hello,
Thanks for the message. After more searching I did find some things.The customer did message back to back, the first one was a "Help Request" message in Spanish and then send another message right after in English. They probably figured best to send in both languages. I responded to her assuming her messages were on the same thread, which they were not. It says there is 2 conversations, yet there is only 1 message number on the Excel sheet, as the one I responded to unfortunatley does not show.There are clearly messages that come through which are not counted at the Star Seller stats. My shop has quite a few message threads that are not showing up on the spreadsheet. I will have to be on the lookout for this situation in the future.

[audreytherese · Accepted solution]

I have plenty of customers that send me two messages, one as a regular message, then another as a help request. I have to respond to both. Did your customer happen to do that? 

Sometimes someone from Etsy will pop in here and check out the messages from a complaint, but so far in the dozens that they've looked at I've only ever seen it come back as a user error (usually 2 messages sent and only response received), not an actual problem with the program's metrics. That's probably the only way you'll get someone to actually look at them, there is no one you can send the screenshots to. 

[AlcalaDesignsGlass]

Yes, I believe you are right. This was the case and I did not respond to both messages separately, as I assumed it was the same issue, same customer, same thread. I will keep a lookout for message situations like this in the future. All the best.