Star Seller Stats

[bizarrebaubles]

So I checked my stats for Star Seller status for September.  I was surprised to see that I was graded 67% for timely responses.  I downloaded the report and saw that I was being dinged because I only responded to 1 of 2 messages from the same buyer that were nearly Identical.  They came in about 2 minutes apart.  I responded to the second message only because they both were about the same issue.  I cancelled the buyer's order as requested and sent an email.  A human can look at the email exchange and clearly see what happened.  Customer service tells me that nothing can be done.  To get to 95% I need to receive and respond timely to 7 more messages this month.  I usually only get about 5.  So it looks like I'll be losing Star Seller next month ever though I responded in a timely manner to my customer.  Any recourse here? 

[NanaLetha]

Etsy can’t look at your email.

[Former_Member]

Try marking the duplicate message as spam.  It may take a day or two for your score to go back up.

[BagmakerSupply]

For all we complain about Etsy they have been very clear and consistent about messages from the very beginning. Just to clarify so people don't think they have to respond to every message and it will be a never ending loop: the FIRST message of a NEW thread must be replied to with 24 hours. It does not matter who sent it, the subject natter, if it is a duplicate or blank or anything else. If it is SPAM then it should be marked as such. Those have always been the rules. Etsy is now putting a blue text warning / advisory on those messages they consider to be a "new message".

[HtoHdesign · Accepted solution]

Hey There!

The message response rate counts all new messages initiated by other users ( buyer or seller ). This includes duplicates or messages sent in error but this June 30th, we started to combine messages from the same user into a single thread. To earn your Star Seller badge, you’ll still need to respond to initial messages from users within 24 hours—but you’ll see fewer message threads from the same users. The only exception to the single-thread rule is when a buyer reaches out via the Help With Order flow, at which point a new thread will be created and clearly labeled as such. Learn more about these changes here.

Thanks!