Star Seller Replying To Messages

[PurplePugLtd]

I received a message from a customer asking for her order to be cancelled. I immediately clicked cancel order. Within this screen for cancelling an order you can message the customer, therefore I used this option to reply to the customer saying I had received her message and successfully cancelled her order. She replied thanking me. Because my reply was within the cancellation system/screen/form, the star seller calculation is not taking into account that I replied to the customer. This is a technical error which needs resolving. Etsy need to either remove the ability to message the customer when cancelling an order therefore forcing us Sellers to do it within the Etsy inbox or the Star Seller Data needs to group these messages done within cancellation screen.

[VINTAGEbytheMAGPIE]

Etsy don't see this as a technical glitch, because you didn't reply to a first message in the allotted time in the measured area ( Etsy messages ) Its that black and white i'm afraid.

 heres a link to Star seller so you can reacquaint yourself with the policy help.etsy.com/How-to-Become-a-Star-Seller 

[JJewellerySuppliesUK]

I think once you click that cancellation button, you are taken away from messages.  I agree though that any message you send with the cancellation should count as a response to the buyer.  

[BagmakerSupply]

@PurplePugLtd: Not disagreeing with you one bit, but as others have said Etsy will not see this as a technical glitch. It might make things clearer if they labeled the box on the cancellation form as "Send A Note To The Buyer" rather than "Send A Message" but since a buyer could have started multiple Help Requests from the same order (each generating a new thread) how is the system to know which message thread to attach the cancellation note to?

[LynnsLittleShop]

I did the exact same thing near the start of the Star Seller program. They could also put something in the Help article of the Star Seller Program to clarify it. One added sentence " A message sent through the cancel order page are not counted for Star Seller."

I'm with you on this, if you're going to call it a message on the cancel page then call it a message for the Star Seller. 

[dippeldiundscribble · Accepted solution]

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@LynnsLittleShop if you're going to call it a message on the cancel page then call it a message for the Star Seller. 

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This is irrelevant because it doesn’t change the fact that you have to reply in the same message thread.

Next time just respond directly to the message and then cancel without further comment.

[GardeningTreasures]

I think ETSY needs to have a more cohesive consolidation of ALL communications between one buyer and seller. You're right we made this mistake as well and for the first time ever we are under 95% for this and one other message we replied within short period but ended up replying within the order in question but that reply didn't count either.