Star Seller Calculation is 100% Incorrect

[scrubsandstuff]

I downloaded the data from the period Aug 1 to Oct 31 and it skips 29, 30, and 31st of Oct.  I suspect this is due to the variation of days per month and the download report is based on a rolling whatever 90 days.  BUT the period as stated on the website is 8/1 to 10/31.  Now that we are a few days into Nov I have access to these couple more days of data and in fact there are 8 more on time responses from 10/29 to 10/31 (and there were even 3 more on time that the message started in Oct and was responded to in Nov on time - so either it is 8 or 11 either value pushes us over the 95%).  Those do make the difference from us being at 94% vs 95% thus making us star seller eligible.  How can we get etsy to correct their mistake.  There is no ambiguity here - this is their math, their data, and their time period and it is just wrong.  

[ArtDollsbyJD]

It does this every month.  Etsy has told us the last two days of the month do not count for the next month but will count for the month following.  So october 30,31 do not count for November but will for December.

[scrubsandstuff]

Hmmm - thanks for the feedback - guess this doesn't sit well with me as they state definitely that the period is from two specific dates but then actually use something different.  And as I have shown it makes a difference.  How do I go about making a formal complaint? 

[NanaLetha]

that is nothing new. They never count the last few days.

[scrubsandstuff]

Got it - I don't see any data in my spreadsheet from the last few days of the prev period.  Certainly possible that there is none but there were 11 within this "weird not counted" period for this month so I bet there should be a few from the leading one.  My guess is this is just for ease of programing - which honestly is fine - BUT they clearly state dates of Aug 1 to Oct 31.  If the review period varies a little fine and just put that it is Jul 31 to Oct 30 or whatever it actually is.   

[GroundZeroCreations]

Are you responding to all messages within the stated period? That response time is within 24 hours. If you don't respond within 24 hours it won't be counted toward Star Seller. 

I do agree with you that Etsy should not post conflicting information. However, the SS program has always worked this way. You can complain about it to Etsy, but they are not going to change your rating. But good luck anyway. Who knows, I could be wrong.

[scrubsandstuff]

Yes we are - we have a chunk of no's in the middle of the period because we didn't turn the auto away on for one weekend.  Certainly on us but this calculation is def a little off.  And at minimium they don't explain the calculation or advertise it correctly.  

[CraftyCornishMaids · Accepted solution]

everything is counted, just not in the timeframes you think

Firstly, everyone worldwide is a level playing field, it's done UTC, not local time. - I looked it up for someone in wisconsin, 7.00pm their time is midnight UTC, so 7.00pm is their cut of.

then, the service standard for message replies is 48 hours, and as they want to allow the full 48 hours, they only count replies, after the 48 hours is up, whether you reply before the cut off or not, so for the wisconsin seller any message after 7.00pm on 29th oct, is not counted until 1st Nov, after the calculation, even if they replied on  29th

and for ships on time with tracking, they only count them AFTER the latest ship by date, utc, because they want to allow the full time,
so even if you ship on 27th, if your latest processing time was 1st, it is not counted until 1st - after the calculation

Reviews are counted when the reviews are left - UTC time

[scrubsandstuff]

This all makes a lot of sense.  I figured it was for calculation reasons of some sort.  I don't have access to the prev period so it is a little weird that this period I had 11 in the "borderline timeframe" and the prev period there were 0.  It is certainly possible but that data is gone.  0 cases out of 1500, 100% on time tracking, but we forgot to put up our auto away for one weekend and that is it.

[CraftyCornishMaids]

@scrubsandstuff 

go to star seller stats

PREVIOUS review period,

you can download the messages and ships on time with tracking CSV's, in 1 zip file

click the  - download message and shipping history

it looks like

Data based on last review period: August 1–October 31, 2024       Download message and shipping history

[BagmakerSupply]

@scrubsandstuff:  The date range for Star Seller is in UTC not your time zone. And a new incoming thread is not counted until after the 24 hour reply window has passed, regardless of when you actually replied.