Star Seller affected by a message late replay

[NerolaccaLondon]

This is the second month that Etsy won't give the star seller because in December I replied to a message after 24 hours. 

I received a message in December from a customer who made the order by mistake asking to cancel the order and get a refund as a resolution.

I  cancel the order and replied to the customer through the message icon option given next to the order status in the list of completed orders instead of the usual message system where I received the refund request. 

This happened in December and was only a message in 13 the " I didn't reply in time" according to the Etsy system.

And I'm still penalised in February for not receiving an Etsy star seller badge. 

I would like to know why this is happening.

I think is totally unfair to be penalized for this type of error for two months consecutively and not be given the option to overwrite the problem by customer support, because I did reply to the customer within 24 hours.

Waiting for a feedback 

thank you

[NanaLetha]

The star seller criteria is very clear. You must reply to all messages before 24 hours or mark as spam.

[CatsWhiskersCurios]

You need to read the criteria for star seller in shop manager - it's all there. It works on a rolling three-month basis. So an unreplied-to message in December will affect January, February and March stats.  If the programme is important to you, read the rules. 

[audreytherese · Accepted solution]

You made a mistake in not realizing that messages within the refunding are separate from those in your inbox. It was a mistake, but it was a valid ding on your stats. 

The program runs for 3 consecutive months. So if the message was in December, that message can affect your January, February, and March badges. That means you may still be penalized for it again next month, it will depend on how many other messages you get and if you have enough by the end of February to offset it or not. That's just how the program works. 

[CraftyCornishMaids]

reply to all new message threads

the star seller is over 3 months, so it will count against you for 3 months, until it drops out

[dippeldiundscribble]

"I  cancel the order and replied to the customer through the message icon option given next to the order status in the list of completed orders instead of the usual message system where I received the refund request."

Next time just answer the message / help request directly and then cancel the order without any further comment.

[LynnsLittleShop]

I did the same exact thing in the fall! I thought I was sending them a message, but I guess it was the wrong message. Don't let it bother you too much, the first of April, December's stats will fall off for star seller. 

[scandinavianseance]

I understand the feeling exactly! Etsy is punishing us for some flaws in their system!

[AnnaleasFinest]

@NerolaccaLondon 

unfortunately, you made a mistake and the starseller data count for the last 3 months.

For the future, reply to the message thread, there will be a banner that tells you that this message needs a reply,

and another one informing you once you replied, that you successfully replied on time.

You can also turn on auto reply.

[NerolaccaLondon]

3 months for a missed message??? wow!!! ok I see

I was aware I made a genuine mistake, but I still think it's a bit harsh system.

Anyway thank you all for your feedback, I will go with the flow...

[AnnaleasFinest]

3 months for all 3 parameters,

@NerolaccaLondon 

[SugarTaffySoap]

@NerolaccaLondon  now you know it's not a technical issue and that you're not being penalized. 

Here's what a Community Specialist has posted in several threads regarding Star Seller: "We suggest using the Forums' Search function prior to posting (just be careful to not bump an old thread that hasn't seen any activity in the last months/years), as questions regarding the Star Seller Program have been extensively covered by our fellow members since its launch, as well as our official Star Seller Guide, which contains in-depth answers to some of the more common questions regarding Message Response Rate, Shipping, Local Pick-Up, Digital Orders, and other topics. You can check it out here: etsy.com/starseller. "

[AnnaleasFinest]

@SugarTaffySoap 

only regular visitors here know this.

[SugarTaffySoap]

@AnnaleasFinest "regular visitor"??? The OP is an Inspiration Seeker which tells me they are familiar with the Forums. My post is also for anyone reading this thread. 

[CraftyCornishMaids]

@SugarTaffySoap 

the OP has only ever posted 3 messages,

2 of which are in this thread

that doesn't make "regular"

[SugarTaffySoap]

@CraftyCornishMaids Is this pick on me day.  I reiterate my response is for OP and others who have the same issue.  

[CraftyCornishMaids]

@SugarTaffySoap 

I don't normally take much notice of who is posting, I look at what they are posting,

so what you are posting must be taking my interest today

[AnnaleasFinest]

@SugarTaffySoap 

well, its a public forum, so others will chime in....

No offence intended.

A new poster with only 3 posts doesn't know he's expected to first search for answers in older threads, --but not too old, lol.

[SugarTaffySoap]

@CraftyCornishMaids  in addition, the OP lost its star seller badge in 2022 so this is not a new SS issue. Just sayin' 

[PillowDetails]

For anyone else reading this - the same situation applies to a Custom Order request.  Even though you create the Custom listing through messages, and Etsy sends the customer an email when you publish, it's still doesn't satisfy the Star Seller metric.  You also need to reply something - like "Okey-dokey -here you go!"

Your clue - look for the blue banner on desktop, and the blue dot on mobile - signifying any message that requires a response.

[SheWhoPlaysWithGlass]

It could be your Queens Gambit item, Netflix owns that.  

[NerolaccaLondon]

buzzing atmosphere here on the forum. thank you, I learned the lesson. won't bother again

[AnnaleasFinest]

@NerolaccaLondon 

C'mon, don't feel offended.

Everybody just wants to help.

All in all, it's a treasure chest of information here and very nice people.

[NerolaccaLondon]

I'm not offended at all. thank you for your help

[AnnaleasFinest]

@NerolaccaLondon 

good if you're not, but then why did you say: "won't bother again"?

Sounded like you will not come here again, ask anything here again...