Star Seller AI

[MorningsideGallery]

Here's a problem with the automated Star Seller process:

I received double messages from a buyer that her package was missing. I went to work and confirmed the package (with photo) had indeed been delivered. Within 24 hours we had resolved the issue. I lost Star Seller status for September because the CSV shows no reply to the second (repeated) initial message from the buyer.  Seems a little disheartening to strive for this monthly goal to realize that AI tracking doesn't recognize an exact duplicate message from the buyer that I did not respond to. Although the rules state no manual Star Seller adjustment can be made, there should be exceptions for obvious mistakes.

[ChillwolfArt]

I know it seems silly, but even if a Buyer was the Initiator in 5 separate Messages about the same thing, we are supposed to Respond or Mark as Spam. Even if we said something like, "Thanks", etc. Etsy won't make adjustments to S. Seller, sorry about that.

[GroundZeroCreations]

Why would you not respond to a buyer message? 

[MorningsideGallery]

I did. It was the exact same message from her at the same time.

[GroundZeroCreations · Accepted solution]

@MorningsideGallery 

It sounds like what happened is that the buyer’s message came through twice—one may have been sent as a “help” request and the other as a regular convo. Even though they looked identical, Etsy still treats them as two separate messages.

Since you only responded to one, the system flagged the other as unanswered. That’s why you lost Star Seller status—it’s not about the buyer’s intent, but how Etsy records responses.

If it happens again, the safest bet is to send a quick note back on the duplicate, something simple like: “Looks like Etsy may have duplicated your message—just letting you know I’ve already responded.” That way you stay covered in the system’s tracking.

[BagmakerSupply]

@MorningsideGallery: Unfortunately Etsy has been clear 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.

[CatsBeadKitsandMore]

Mark the unanswered message as spam. This is what you should have done with the message in the first place to maintain star seller.

[BagmakerSupply]

Unless something has changed recently, Help Requests (which one of the two Message threads almost certainly was) cannot be marked as spam.

[TBQSC]

Just be warned …  marking any messages as spam WILL block the buyer from ever being able to message you again!  

[CatsBeadKitsandMore]

@TBQSC   , 'I received double messages from a buyer that her package was missing. I went to work and confirmed the package (with photo) had indeed been delivered. Within 24 hours we had resolved the issue.'

She had 2 messages from the buyer. She replied to one of them and resolved the problem. So IMO putting the other message as spam would have been the thing to do. She still had the message she replied to in her inbox so still would receive messages from that buyer..

[CeramiLu]

I think you can manually unblock them

[MorningsideGallery]

Yes, I get it now that I should have responded to both of the same requests to satisfy the software. Thanks for your responses. Isn't it unfortunate in this day and age that we are more focused on gigging the not-so-intelligent AI system rather than rewarding the seller for quickly resolving the issue? 

[FallenAngelBrass]

Not to be a nit picker, but as I recall, Star Seller was rolled out a year or more before AI technology was introduced into the global marketplace.  Maybe someone more knowledgable can comment, but from what I know, the Star Seller software is just software that's programmed to do a simple task.  It's not AI. 

I find it helpful to keep in mind that the Star Seller program is basic, cut and dried.  There's no nuance in any of it.  There's no interpretation.  The criteria is either met or it's not.  The rules are clear and simple.  So trying to reason with the software (as we would with a human or an AI program) is impossible. 

[TheSVGtree1]

I totally get why you're frustrated It sounds like the automated system didn't account for the duplicate message, which isn't your fault. Maybe consider reaching out to Etsy support to explain the situation and see if they can offer any insight or potential solution for future cases like this.