Star Seller Badge

[Wisecrackle]

Hi! Would you all be able to double-check the math on this one for my response rate for the last month? I think I must have been right on the line for replies and lost my start seller badge. If so, I understand entirely. Is it possible to have a week extension? Most of my products have to be personalized and occasionally I'll miss one as the auto reply feature I feel hurts my customer service as a touch point.

[NanaLetha]

You have to check it yourself. There is no such thing as an extension.

[Natalya1905]

We are sellers, just like you are, so we can't check your messages. 
Star Seller stats are automated.
You only need to reply to each FIRST message within 24 hours (or mark as spam), so checking your messages once or twice a day can solve the problem for the future. 

[Wisecrackle]

Oh gotcha, no official Etsy support?

[Natalya1905]

@Wisecrackle  There's Help Center, but I have never heard of any "extensions" on the SS program. 

https://help.etsy.com/hc/en-us?segment=shopping for buyers

and https://help.etsy.com/hc/en-us?segment=selling for sellers

[TheVelvetPrincess]

I never had one. But I go a low rating because of response time. I respond really fast less than 12 hours but my response has to be the last one or it doesn't count.

[CatsWhiskersCurios]

That's not true, It is only the first message in a thread that has to be replied to within 24 hours, not ongoing messages. Download your csv and see which ones Etsy thinks you've missed. 

You don't have any badges so I assume you didn't make the number of orders or total sales value requirements. 

[BagmakerSupply]

@Wisecrackle: Check the applicable CSV file available on your Star Seller page. When you look at the file remember that that the dates / times are in UTC (not your time zone), only the first message of a new incoming thread is included (all that counts for Star Seller), and usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) seem to be updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not. Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

[Wisecrackle]

Gotcha, is there a calculation for that? I think I got 122 message and missed 7 out of those. 

[BagmakerSupply]

@Wisecrackle: "... is there a calculation for that?" 115 (122 - 7) answered on time new threads divided by 122 total new threads equals 94% (Etsy truncates decimals).

[bradgoodell]

Etsy doesn't make exceptions to Star Seller, ever.  Sorry.