Star Seller Badge incorrectly calculated

[LizEldridgeArt]

My Star Seller badge has been removed but I have just over 96% 5 star reviews for the period Feb to April.

I was penalised for not responding to a message from someone I had purchased from. They sent me a spam message on 27/4/22 at 17:34 which has been marked as such.  All messages from customers were replied to within the time scales. 

I therefore had 96% of 5 star reviews

100% message response

100% dispatch time

Please adjust accordingly and reinstate the star seller badge.

[CraftyCornishMaids · Accepted solution]

If you want etsy to look at your star seller, then you have to log a call - community and help - contact us - keep going until you get to "I still need help"

if you download the csv, you can see exactly what is giving the problem, so you can highlight that and explain to etsy why it should be different

[LizEldridgeArt]

oh ok! Thank you so much for your help

[crossstitchnerd]

I'm not sure what good the csv files will be to you, but for me they blatenly glared up at me that someone during the development process had failed to label the date columns as "DATES" and then failed to catch their error when creating the formula.  Therefore, they had me calculated as NOT responding for over a month!  In addition, some of the dates haven't even occured yet and won't until later this year.  I am totally fed up trying to earn a badge only to be robbed of it due to poor quality calculations on the part of Etsy!  When I tried to make them aware of their problems, they never even sent me any kind of response! Well below it's own stated response time!!

[JackisJustVintage]

A couple of your reviews came in on the 29th. Since it takes a day or two to update stats, you may have been below 95 when it rolled over. When did you spam the message? Was it right away?  It you waited, the same thing could have happened, since it also takes a day or so to update. Just guessing here...

[LizEldridgeArt]

Fingers crossed you are right, thanks 

[CraftyCallys]

The same thing happened to me . Etsy won't help when me when I  contacted them and say to report it on the forum. I have 100 % reply rate to my customers but when I purchased an item the seller message me an invoice which I didn't feel needed a reply and my star seller badge was removed .

[PiecesofMeCardsnMore]

Etsy has made it clear in their Star Seller info (on your dashboard and in the Star Seller Help Center), that ALL messages must be replied to within 24 hours. This includes buyer and seller messages. If you feel a message doesn't need a response, mark it as spam. You can also reply to seller messages with a quick "thank you." 

From the Help Center:

"Responding to 95% of all your initial messages within 24 hours will earn you the Speedy replies customer service badge."

[FrodosFindsbyNettie]

you need to respond to every new message either with a reply or SPAM.

A simple Thank You or you can set up automatic "standard replies" of whatever you want to say.  IE Thank you, will et back to you or anything.

[SitiFashionHouse]

Mine hasn't been updated for a week and I have 96 % on Star Seller badge.  And it took me forever to get to 96% although I have over 200,  5 star reviews and 20 - 5 star review in the past 2 weeks. 

I don't understand how this works

[SitiFashionHouse]

And how can I contact etsy? it's so hard

[HazelsSewingSupplies]

You have a shop full of items that are not handmade (at least not by you - imported from Africa is a big clue), not vintage and not a supply.

I wouldn't be attempting to contact Etsy if I were in your shoes.  It could result in your shop being closed.

[crossstitchnerd]

And then IF you can get through to Etsy, they won't even acknowledge having received your concerns!  Like, they themselves have a less than 10% response rate!!

[CraftyCrawfordArt]

Me too this program is a joke 

[crossstitchnerd]

Not to mention hypocritical!