Star Seller Status Miscalculated

[FransSassyCrafts]

Hello,

I've been a star seller each month since I opened up my shop two years ago. Last week I noticed that for "message response" I was at 92% and I couldn't understand why as I respond to messages immediately. I downloaded the message response rates and you took into consideration messages from March. This is star seller from April. Also, I only had two messages in question which are help request message. I didn't know you had to respond to that actual thread. I clicked on the order at the top of the thread to view the order, issue, and tracking information and messaged the seller directly. I can screen shot and show you if needed.

Can you please reinstate the star seller status as I believe it will affect my sales.

[NanaLetha]

You must respond to both help request and regular messages.

[bradgoodell]

"I didn't know you had to respond to that actual thread."

That is unfortunate.  

Etsy is not going to adjust your Star Seller score.  You made a mistake, and with Star Seller, Etsy doesn't make exceptions.  Don't even bother contacting Customer Service, they cannot help you, they cannot make changes to Star Seller even if they wanted.  

Sorry, I know it is a painful lesson.  

[PristinityJewelry]

Star seller metrics aside.

It is always wise to keep all communication with customers within Etsy's message system.  In that way, if an "issue" should ever arise with an order or customer, Etsy will have a record of the communications it can access.

[BagmakerSupply]

@FransSassyCrafts: In addition to the comments by others, even if Etsy Support or the Help Pages sent you here this is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).

[Adorabilities]

Star seller stats are calculated on 3 months of shop activity.

[audreytherese]

"you took into consideration messages from March. This is star seller from April."

Yes, each month it takes into consideration the 3 months prior. So for May it is taking into consideration February, March and April. A missed message in March will continue to affect your stats for the June badge as well, just a head's up. 

"I didn't know you had to respond to that actual thread."

Now you know. Please use this as a learning experience so you know for the future. Etsy will not make adjustments. There are millions of sellers on the platform, it's not reasonable to expect them to evaluate each shop that has an issue like this on an individual basis. 

[CraftyCornishMaids]

@FransSassyCrafts 

you have to reply to each new message thread, or mark as spam

They are even highlighted, so you don't miss them

Help request messages are doubly important to reply to, because if you don't reply to them in time, and they open a case, etsy will refund them in full, and recoup the refund from you -
it doesn't matter what the case is, if you fail to respond, you are hit with everything

[Natalya1905]

To add to the comments above, make sure you have licenses on your Dallas Cowboys, Marylin Monroe and Betty Boop products. 

[ArtDollsbyJD]

@FransSassyCrafts Messaging in the order is not answering the message in messages.  They are two separate processes.

For star seller the metric is the Message system.  All new messages need to be answered in the message system by either a reply or spam.