Star Seller Response Rate

[MaryKatherineVintage]

Hello, I just noticed that my Star Seller response rate for August was downgraded. To my knowledge I had responded to every email in a timely manner. I downloaded the message history and saw that I had not responded to a secondary message from the buyer, which was a simple “thank you”. I had already responded to his initial message with 2 fairly long and detailed messages, he thanked me and made a purchase. In my notification of shipping, I thanked him again for making a purchase. I did all of these things, yet received a downgrade. I’m hoping that someone can review this and restore my message response rate to where it should be.  There should be a way to correct this. Thank you, Karen, Mary Katherine Vintage

[mommawhazelsquilts]

Next time when someone thanks you, either say "you're welcome" (common courtesy) or send it to spam.

Never ignore a message.

I find it crazy that we are still getting these posts after this has been in effect for over a year and the rules are as plain as daylight.  You have to answer all messages.

I would never let a "thank you" be ignored anyway.  My parents taught me better.

In real life if someone says "thank you" - do you reply to them or do you ignore them?  This is not directed just to the OP but to everyone selling to the public.  Common courtesy dictates that you reply to a "thank you."

[audreytherese]

In real life I respond with 'uh huh'. 

[ArtDollsbyJD]

Depends.  Do you reply in writing.  Nope not in my long history unless the message requires a reply that allows to include your welcome.  Do you reply to spoken yes.  That's been the norm all my long life.

And the rules of etiquette vary between regions and cultures .

[ChristmasIsLove · Accepted solution]

You can try marking it as spam to see if that changes your rate. Otherwise, there isn't any way to restore the rate. EVERY message must have a reply or be marked as spam. The rules are very clear, and are stated on your Star Seller dashboard.

[Butikify]

if you send a buyer a message and they respond "Thank You" 

how or why do I respond to that and why would I mark this as spam?

[PersonalizeStation]

Because so many sellers were upset about this, Etsy is combining messages (new with the old and for different orders with the same buyer). It's actually quite an annoyance for most sellers and was fine the way it was. Once they started trying to fix something that wasn't actually broken, many sellers have had issues with receiving and sending messages.

[mommawhazelsquilts]

It was working just fine - all you had to do was read the rules!

[ChillwolfArt]

@PersonalizeStation 

I'm hearing so much of what you said fr. other's posts. It's this new "bundling" of Messages, which was supposed to make it easier for Sellers.  I don't know if it is completed, being tweaked or working as intended.

[hopeandjoystudios]

@ChillwolfArt I think it was a slow rollout. I haven't noticed it in my shops yet.

[ChillwolfArt]

@hopeandjoystudios 

I "thought" I may have experienced it (not sure though).

Another Seller I am friends w/  asked me to send over a personal photo.  I hit Contact in their Shop (it's on Vacation like mine). My Message latched on to one of our Messages fr. January. (There were a couple other Message strings fr. her, but it latched onto this one).  Instead of starting a new Message.  So that's why I say I'm not sure.

[CatsBeadKitsandMore]

Messages sent through the order do not count. I'm talking about when someone leaves a note when checking out and that shows up on the actual order page. You must reply to all messages that you get in your message inbox via messages.

[ArtDollsbyJD]

I believe that is a linked message from the message system.  The last message and yes that last message if not in a continuing thread or not linked via linked messages, it needs to be answered if it was not answered when received (and if not in a continuing thread).  

[CatsBeadKitsandMore]

@ArtDollsbyJD , Every message  I've received through an order  does not show up in my message inbox. I've always checked to make sure but they only show on the order page. They do not count for star seller because sometimes I have forgotten to reply to them and I didn't get dinged for it.

[ChillwolfArt]

Pardon if I'm misunderstanding.
 
- You were the Initiator of the Message (after previous Messages w/ the Buyer).
- The Buyer said Thank You. *(Of course, it's a courtesy to say "You're Welcome').  But it also sounds like he Thanked you and ended it. Therefore it would not require a Response (remember, if I'm understanding you correctly, you Initiated that Message. He did not).  
- Since you were the Initiator of the Message, I have found in the past (and believe this still applies today),  this does not require a Response. (You could have said "You're Welcome", but I don't understand you being dinged for this).

ETA:  I'm wondering if it's a case where he said "Thank You" after 24 hrs. passed.
(In my Messages right now, I see those where I Messaged Buyer after the Order (providing details about the Order, etc.).  Some said Thank You; I did not Reply (as it was apparent they ended the Conversation.  I didn't get dinged).  (Now if they ask something else, of course I would answer).  But when you are the Initiator of a Message, the Response of "Thank You" is the Buyer being courteous as well as ending the Conversation. 

[ArtDollsbyJD]

The 'Thank you' message you needed to spam or answer.  The buyer would not have known if you spammed the message.  

Now the linking of may be working after they get out the many kinks so it may not be necessary.  

I assume the thank for the purchase was in the note to buyer?  If you initiated though the thank you email to him, it does not count.

Any new message you receive needs to be answered or spammed.   

[MaryKatherineVintage]

My customer immediately ordered, I dispatched within an hour and I thanked him in my message of notification of dispatch.  I wasn’t rude and provided excellent customer service.

[Former_Member]

You are still a star seller.  More people will read your reviews than pay attention to your message response rate.