Star Seller - Message response rate

[DamSoCafe]

I recently recognized my star seller message response rate fall down.

Turned out it's because I didn't respond to a msg I got from a shop I purchased. 

WHO KNEW, a msg from another SELLER (where I just purchased from) msg ALSO counts? 

When it is START SELLER and badge, isn't it considered as msg coming from potential customer ( inquiry about my product) and current customer considered as customer service? I Never knew I had to answer to every single message even from a place where I SHOPPED. 

Customer service tells me I should create ANOTHER ACCOUNT as Buyer. errrrr I cannot make a whole new email account just so I can buy stuffs from ETSy... This is frustrating. I learned my lesson but it's really not fair there's NO WAY from them to fix this issue to recover my score. 

I work 24/7  for my shop... I even replied all my customer's msg even 2 or 3 AM....

Please... I need help... 

[WitticismsRus]

@DamSoCafe 

"WHO KNEW, a msg from another SELLER (where I just purchased from) msg ALSO counts? "

Umm 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 light grey 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. That's not new, it's been that way from the beginning. 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 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. Messages from Etsy staff do not count toward your response rate, and neither do messages that you mark as spam. You can also now find a breakdown of your message response rate score by downloading a CSV."

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.

You can try marking the message as spam now and it should be removed from the calculation in a day or two.

Bottom line...you have to reply to every message or mark as spam. 

If you want to keep things separate then the easiest solution is what support recommended to just open buying only account. Gmail is free and easy and you can get a new email address in like 5 minutes.

[DamSoCafe]

I don't know if you are having older versions  but current page says this:

You’ll see the percentage of messages that received a response to the initial message within 24 hours. “Initial message” means the first message in a single conversation with another member, also known as a “thread.” Responding to 95% of all your initial messages within 24 hours will earn you the Speedy replies customer service badge.

[WitticismsRus · Accepted solution]

@DamSoCafe 

Keep reading....scroll down a bit and look for the grey highlighted text box as mentioned in my reply above...it 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. "

It's highlighted because it's important info. 

The info is also right there on the Star Seller page in shop manager. It also says it applies to messages both from buyer and seller accounts.

[DamSoCafe]

It does NOT say from "both buyers and sellers"

[WitticismsRus]

It does. Keep reading.  See my reply above.

The info is also right there on the Star Seller page in shop manager. It also says it applies to messages both from buyer and seller accounts.

[DamSoCafe]

I scrolled down all the way several times. Nowhere it says from buyer & seller.

[WitticismsRus]

do you see the light grey highlighted bits on the page at all? The highlighted bit I'm referring to is directly above the header in bold that says "What if I haven’t received any messages in the current review period? "

[DamSoCafe]

I want to show you screenshot of the page but it doesn't even let me attach image. so... I guess i can't. 

Anyhoo- Nobody can help me.

I just don't want anyone else become a victim....

Etsy should give seller notification or warning that the score has dropped. 

Anyhoo- learning everyday.

By losing stuffs....Oh well, still 97% thank God I was working hard with my customers. lol 

[WitticismsRus]

I suggested how to fix it in my reply above as well. Try marking it as spam now. It may take a couple days but it should eventually recalculate and remove it from the calculations.