Star Seller customer communication

[MyWhimsicalMind]

I had a customer that wrote me a message thanking me for her order.  Before I could respond, she wrote me a second message, asking me about another possible order.  I responded to both of her messages in that second message. Now it says I did not respond in a timely manner to the first message!

Another customer was having an issue completing an etsy order.  She wasn't able to sign in.  I responded telling her to contact Etsy.  She responded a couple more times, letting me know what steps she was taking.  Finally, she messaged telling me she had to change her log in and was able to place the order and could I please let her know if it went through.  I did immediately but again, I am being told I did not respond in a timely manner.  

These two interactions are causing me to lose my June 2022 Star Seller badge.  Other than those two customers (who, by the way, left glowing reviews once the order was received and one of them placed a second order).  I have a perfect response rate.  I am really frustrated because obviously not all of the threads are being accounted for and there is no one to discuss this problem with! 

[NanaLetha]

You must respond to ALL messages or mark as spam.

[PrimFun · Accepted solution]

You needed to respond to the messages individually or mark one as spam. 

The information on the program details how to handle messages.  If your 2nd customer sent new messages each time, you needed to respond to them or spam the messages.  

[IWantATreat]

I always feel stupid replying back to messages that say "Thank you" and saying "Thank you" back....  i feel the communication metric for Star Seller needs reworking...

If I mark a message as SPAM, does that affect negatively on the sender? Does it limit me receiving future messages from them?  if the answer is yes to either of them, then there should be a third option that says, "NO RESPONSE REQUIRED".

[glendapuhekpottery]

Here's my dilemna. I received a large CUSTOM order. I'm a one-woman shop and my ceramic tiles take time to make because I also have a part time job. My customer is an angel and understands my time constraints, but the NUMBER OF ORDERS and $$$ ORDERS doesn't work so well. I'm making a tile wall mural for her and so even tho there are 10 tiles in this part of our project, it's just one very nice order. I suppose I could drive her nuts and ask her to make 10 orders, but I'd never do this. So, to Star Seller, I look pokey. To me I look like an artist who takes on big projects that take a month to complete.   

Is there a way to balance my particular flow between these two categories on Star Seller? Custom orders are great, but to Etsy they are too slow. Look at my work...it's detailed. Thanks!

[FabioMcMustache · Accepted solution]

Hello everyone!

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