Star Seller Speedy Response issue

[JZWoodcraft]

I've been a consistent Star Sellar for a long time but this past month, I got dropped because of a "missed" response to a refund request message.  Back in early February, I had a customer place an order, which was immediately followed up with a request to cancel the order because it was an accident.  I immediately cancelled it via the refund process, providing a response back to the customer,  with a couple additional back and forth messages.  Not wanting to hit her up with another message, I inadvertently skipped a reply to the original message generated out of her request for a refund.  

Etsy support, via chat, said there was nothing they could do about this, which caused my speedy response percentage to drop below the threshold.  I think that Etsy should allow some way for tech support to clear that up as well as automatically link the initial customer refund request message to be linked to my order refund responses.

JZWOODCRAFT 

Jim Zins 

[BagmakerSupply]

@JZWoodcraft: "... Etsy should allow some way for tech support to clear that up ..." Unfortunately Etsy has repeatedly stated that they will not manually adjust Star Seller stats.

The 'message' in a refund form does not count as a reply. The 'message' in a cancellation form is appended to the default message thread you have with that (buyer) account. It does not append / reply to the Help Request most likely because there could be multiple Help Requests and it might "reply" to the wrong one, and because a Help Request starts the clock ticking on a potential case against the seller.

[PrimFun]

The message outside of messages does not count as a reply in messages.

You need to respond in messages.  That is either answer or spam.  I usually say something like.  "I will do so. Please look for an email from Etsy aobut your refund."  

It has always worked this way even before SS.  Messages in orders were not linked to Messages in the message system.

[w5wbfzaz]

I hope Etsy never creates a way for customer service reps to adjust Star Seller. 

Hard line metrics that can't be changed if someone cries enough or explains enough to a human being are valuable.