Star Seller Message Response Inaccurate

[GranolaVillage]

Multiple months I have had my star seller status taken away for not responding within 24 hours but I always do. I have noticed there may be an issue with time zones. One situation it appears that the person started two message threads to me the same day and I replied to the last one only so it triggered a non-response. The system should be able to pick this up. 

[CappuccinoLace]

the system can't pick this up. this is changing soon.

[NanaLetha]

Read the criteria for star seller - you must reply to all messages or mark as spam.

[hopeandjoystudios]

Currently you have to respond to all messages..whether from buyer or another seller whether or not there is one or separately more. If they start a new message thread you have to respond. If there are 2 messages in a single thread, and you only respond to the second but the first passes 24 hours you get dinged for it being past 24 hours and not responding to the first message. They are currently updating how messages are handled but these rules are still in effect. Read the announcements section and look for SS updates. Doesn't take effect until at least July.

[GieseDeseiGns]

That is one thing that. Is supposed to change next month, is the multiple messages from the same person, but until then you are supposed to answer ALL messages, whether from a buyer, seller, or friend at least once in 24 hours, or move it to spam folder.

[michellepatterns]

If you want the badge make sure to read how it works rather than making assumptions about what the system should and shouldn't be able to do.  Currently we need to answer all messages.  

[LyonesseLady]

I have responded to ALL messages within minutes and certainly well within the 24 hour time frame without exception ,but I see that I now have 94% on my Star seller rating ! No mistake, none missed. The only messages I have not responded to are messages from Etsy which inform me that I do not need to respond as it will not affect my star seller rating. I am sure there must be some glitch in the system but trying to get a sensible response from them is unlikely. 

[SunnytyDE]

@LyonesseLady  Did you download the CSV file and see which message that Etsy said you missed? If you identify that message you can mark it as spam and your stats will go up to 100% within 24-48 hours. 

[knitcrochethome]

I had the same problem. The customer sent the same message twice. I only answered one of the same questions. I didn't know I had to answer the other one. Because I didn't reply to the message, the system lowered my message score. In the light of the information you provided, I marked the message that Etsy gave a warning because I left it unanswered as "spam". I'm waiting for the result. Thank you for your help:)

[SunnytyDE]

@knitcrochethome  You’ll usually see the update in a few hours. Sometimes it may take a little longer but it will work. 

[DesertChains]

The system has worked this way since beginning almost a year ago. Answer or spam every single message.

After this much time, no one should be surprised or unaware about how the program works. It’s not a good system, but it is consistent.

[LyonesseLoft]

Thanks Sunny tyde but it is not possible to open the downloaded CSV files here in the UK . I have tried every way but it just keeps repeating the download and will not open the file at all.

[CappuccinoLace]

@LyonesseLoft  I have no problems downloading them, and I'm in the UK.

Do you have excel or spreadsheet program?

Is it downloading them to your computer? It won't automatically open it.

[knitcrochethome]

I did not download CVS. A few days ago I only had one message alerted and I found it in inbox. You can also find it in the inbox and mark it as spam.

[LyonesseLoft]

Yes I can download them , but when I click open -it just downloads again, time after time until there are a row of downloads at the bottom of the screen. Tried multiple ways of opening but no luck.

[CappuccinoLace]

Have you tried opening it from where it's saved on your pc?

It actually sounds like your hitting the download csv button over and over, instead of hitting the download at the bottom of the screen to open it.

[knitcrochethome]

@SunnytyDE;  I marked the message as spam and my message score improved. Thank you, I appreciate you :))

[JoyfulLifestyle]

This happened to me. The buyer sent 2 messages and the first one was blank so I responded to the one with an actual question and it took away my star seller for that single incident

[GardenTeaCo]

If I answer messages using the Etsy app on a mobile device the star seller program does not recognize the message as being answered. The app messaging also continues to send the same messages multiple times from me and my buyers even after answered on both sides. It's glitchy do not rely on the app for your messaging unless you can just ignore the star seller program and what it's doing.

[GardenTeaCo]

If I answer messages using the Etsy app on a mobile device the star seller program does not recognize the message as being answered. The app messaging also continues to send the same messages multiple times from me and my buyers even after answered on both sides. It's glitches do not rely on the app for your messaging unless you can just ignore the star seller program and what it's doing.

[GLAMMITUPBoutique]

I have the same issue with incorrect recorded response time.  I'm in and out on the net all day long and answer all messages daily yet it show a 71% response rate!  No messages go longer than 24 hours ever in all of my shops! Plus I have a notice of not sending shipping tracking numbers for orders cancelled and or refunded!  Gotta be some real rocket scientists running the SS program!