Star Seller Stats

[BeauLouDesigns]

I'm being penalized for replying to a customer through the order option and not also through the help request.  I don't want to overwhelm my customers with messages, so I chose to respond to her direct message to me rather than the help request.  She used an incorrect shipping address. I contacted her to request an updated address.  She submitted the info through a help request and also directly through a message.  I responded to the message, updated the address and shipped the item.  She gave me a 5-star review.  So, I think it's clear she received excellent customer service.  How do I get the message response statistic updated to show the actual response time, which was less than than 10 minutes?

Thanks for any suggestions!

Theresa

[audreytherese]

Unfortunately, you must respond in each place as the different messaging spots don't talk to each other. Etsy will make not an adjustment in this scenario. If the customer sent you a regular message and a help request, then you needed to respond to both. Wouldn't really be overwhelming the buyer since they sent 2 messages to begin with, you're just responding to each message. 

[UptownYvette]

Etsy tends to have strict guidlines in a number of areas whether it be reviews or star seller status including how and when we respond to such messages.  Etsy won't do anything to alter this.  Just remember this mishap and do things differently from now on.

[TickleYourWitch]

It sucks but there's nothing you can do. A lot of us have made this "mistake." The good news is you will probably only do it once. 

[BeauLouDesigns]

Thank you!  It's really ridiculous that you have to inundate your customers with messages in order to meet the stats. 

[OmasFabricStash]

Another mistake made is not responding to spam messages. If you get a spam message either reply or put it in the spam folder. Many have said they didn’t respond because there was no need to. If sellers want the SS badge then that should be reason enough to respond or spam it. 

[dippeldiundscribble]

@BeauLouDesigns 

Go to your Star Seller dashboard (Customer Service Stats) and scroll down to the FAQ section.

https://www.etsy.com/your/shops/me/customer-service-stats

Frequently asked questions -> Messages -> What happens if I’m getting messages from the same user through multiple message threads?

„If messages are appearing in separate threads in your inbox, then as it stands today you’ll need to respond to the initial message of each thread. One idea to help mitigate this in the interim is to set up an auto-reply or to create a Saved Reply for multiple messages from the same user that don’t need individual responses.“

How to use auto-replies and saved replies

Star Seller or not:
Help Requests always require a response as they are part of the case system.

Re: incorrect address - If you ship to an address other than the address on file on Etsy, you will lose your seller protection.