Star Seller for April due to Message Responses

[ItsSewMargaret]

I had a technical issue with the message board and was seriously afraid it was going to ping me as being unresponsive, when in fact I replied to every message in a timely manner.  Because of this issue, I lost my Star Seller ranking which I have maintained for a very long time.  

The app kept showing that I had not responded to the message (had a 1st time reaching out) and would not clear in spite of an ongoing conversation with the customer.  This happened several times during this past month.

Very unhappy as I work extremely hard to keep my Etsy account in tip-top shape and maintain my Star Seller ranking.

[BagmakerSupply]

@ItsSewMargaret: "The app kept showing that I had not responded to the message ..." Have you checked the applicable CSV file available on your Star Seller page to confirm which new Message threads Etsy thinks were unanswered or answered late?

This forum is full of lots and lots of threads in this forum about issues with the app. The consensus is that a seller needs to check their shop for messages and orders at least daily via a browser (even their mobile browser) until these issues are resolved.

[bradgoodell]

Sometimes buyers start a new message in the middle of an ongoing conversation.  Or you get a duplicate message.  Both are easy to miss.  @BagmakerSupply has a good suggestion to figure out what the issue is.

[audreytherese]

Are you sure you didn't miss something? 

Yes, the banner is sticking around, but in the browser it tells you why (in the app it just looks like you haven't responded yet). 

This is what is shows if you look at it in a browser:

A potential buyer is reaching out for the first time

Reply to their initial message within 24 hours to show them top-notch service. This banner will stay up for a few days to help remind you that this message is from another user, not Etsy.

I had multiple messages last month where the banner stuck around for a few days saying to respond within 24 hours, even after I responded. I just copied this from a message sent to me on Sunday, to which I replied within the hour, and the banner is still there. This is because they're leaving it there for a couple days to make sure people see that it is from a buyer account, to try and help buyers identify the scam emails. Even though this stuck around, my message response rate was not affected. I highly doubt your rate was affected because this banner showed it still needed a response, there has to have been something else. You need to download the CSV file and see what it's saying you actually missed. 

[SVGRox]

Check if messages in spam have been included as this is a glitch due to the autospam brought in by Etsy. if its marked spam within 24 hours it should not be counted. The app is as much use as wet paper bag

[Pyramidappareldesign]

Etsy is mostly run by a temperamental AI and the so called star seller stats can be wonky. I see percentages that do not reflect what I have done. No Etsy support to complain to.