Star Seller Message Calculation Error?

[VendettaCustomsDMV]

I'm so close to getting the star seller badge but I can't due to messages reply rates. I downloaded the message data and I noticed, all the messages from fellow shops on Etsy (that I ordered from) were being used in the calculation. So for example a message like this:

"Hello and thanks so much for your order! You'll automatically receive a shipping notification via Etsy with a tracking number on the day your package ships (at the end of my production time). If for some reason you don’t get the tracking number sent to you on that day just let me know and I can resend it manually. Please feel free to contact me with any questions you may have in the meantime. Thank you so much for your patience while I create your beautiful new custom order!"

Where I'm sent these all the time and wouldn't normally prioritize messaging them back like my orders, were being calculated in however, the rate of replies from customers (for my shop) were all under 24 hours and would give me a perfect score, but I didn't know not replying to order confirmation messages would count against me.

[ArtDollsbyJD]

Yes, that is correct.  Etsy makes not distinction between you as seller and you as buyer. You need to answer all new messages or spam them if answer not needed.

Do read the information on star seller.  It will help explain further.

[WitticismsRus · Accepted solution]

@VendettaCustomsDMV 

Etsy is pretty clear about how the message response rate is calculated in help center here https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling

There is a highlighted bit under message response rate info that says "The Message response rate only applies to the first message in a thread. Initial messages from both buyers and sellers on Etsy are counted towards the Message response rate. "

That means ALL messages. It also means each individual message thread so if someone sends you 5 different messages with 5 questions instead of putting them in the same message chain you need to respond to all 5 of them. The system is completely automated and doesn't know if the message is from a buyer or another seller. It isn't reading every message and making a decision if it's from a seller or a customer or what it's about. It's a computer program that calculates data. It just sees a message and calculated the response time. That's just how it works.

The info is also right there on the Star Seller page in shop manager. Just go to shop manager > star seller. Once there scroll toward the bottom until you find "Questions? We've got answers." Then click messages. The very first question there says

"What messages count toward the message response rate?

Your message response rate is based on just the first message in a conversation, not ongoing conversations. This means you just need to respond to the first message within 24 hours. This applies to messages both from buyer and seller accounts..."

If the star is important to you then it may be a good idea to read or review all the info Etsy provides about the star seller program.

Bottom line...you have to either reply or mark as spam.

It takes just a few seconds to send a simple 'Thank you'. Or you can set up an auto reply every 5 days. Etsy provides tools for sellers to use , it's up to us to use them.

[thePaperFramer]

And yet another seller that hasn't read the policies or looked this up in this forum. This is the 7 zillionth thread on this exact same issue. You have to reply to all first messages. Like it or not, this is what you have to do to keep from getting dinged for your Star Seller. Every body does this once. Hopefully to learn from this and not do it again.

[SugarTaffySoap]

@VendettaCustomsDMV   Sellers should use the custom Message To Buyers in their Settings > Info & Appearance for that type of message.

Etsy says: "We include this message on receipt pages and in the email buyers receive when they purchase from your shop." 

With that being said, you have to  respond to their message OR mark it as SPAM so it doesn't count towards your Star Seller.