Star Seller issues

[HobbyShopAt13Gables]

My star seller stats are being negatively influenced because Etsy is calculating in a message to me from another shop that I bought merchandise from.  It was an FYI.  Star Seller is supposed to only factor in messages to shop owners and their response rate back.  How do I get this fixed?  No one from Etsy is ever available to help with issues, very frustrating!

[WitticismsRus · Accepted solution]

@HobbyShopAt13Gables 

There is nothing to fix and even if you get through to etsy support they aren't willing or able to "fix" any star seller bits. 

Etsy is pretty clear about how the message response rate is calculated in help center here https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling

There is a highlighted bit under message response rate info that says "The Message response rate only applies to the first message in a thread. Initial messages from both buyers and sellers on Etsy are counted towards the Message response rate. "

That means ALL messages. It also means each individual message thread so if someone sends you 5 different messages with 5 questions instead of putting them in the same message chain you need to respond to all 5 of them. The system is completely automated and doesn't know if the message is from a buyer or another seller. It just sees a message and calculated the response time. That's just how it works and how it has worked for over a year now. 

The info is also right there on the Star Seller page in shop manager. Just go to shop manager > star seller. Once there scroll toward the bottom until you find "Questions? We've got answers." Then click messages. The very first question there says

"What messages count toward the message response rate?

Your message response rate is based on just the first message in a conversation, not ongoing conversations. This means you just need to respond to the first message within 24 hours. This applies to messages both from buyer and seller accounts. Messages from Etsy staff do not count toward your response rate, and neither do messages that you mark as spam. You can also now find a breakdown of your message response rate score by downloading a CSV."

You can try marking the message as spam now and it should be removed from the calculation in a few days.

If the star is important to you then it may be a good idea to read or review all the info Etsy provides about the star seller program.

Bottom line...you have to either reply or mark as spam. It's all computer automated. It can't read your message and then make a decision if it's spam, a legit message from a customer or a message from another seller. It just sees a message that didn't get a reply.

[mommawhazelsquilts]

"Star Seller is supposed to only factor in messages to shop owners and their response rate back."  

There is nothing to fix.

The rules state that we must answer the first message in a thread - whether from buyers or sellers.  Or mark as spam - answer or spam - just don't ignore.

I would suggest taking @WitticismsRus' advice and reading the rules for SSB.

[EnergyPeace]

We have to respond to all messages. Or move to spam. That is how it works. Doesn't matter who the message it from. 

[CherylsBowtique]

So I was penalized because a client that purchased items left 5 star feedback also thanked me in messages for the items. There really wasn't anything to respond to and it was the day of my mother's funeral so I get penalized?    there are definitely flaws in this system.  At some point, there needs to be a decipher between ignoring customer requests and comments that don't need answering back either as a thank you or message from another shop that you purchased from.  It is just additional work on our part

[GieseDeseiGns]

If you know you are not going to be able to take care for your shop for a day or so, you can use the reply feature. it is allowed to give a canned answer for up to 5 days so that you are not penalized. The answer satisfies the star seller regulations. It also will help take your mind off of the shop when you have more important things to take care of.

[hopeandjoystudios]

As far as Etsy is concerned, all first messages need a reply. You can try spamming it now, it might come off depending on how long it has been.

[SugarTaffySoap]

@HobbyShopAt13Gables  Your post isn't a technical issue but here's some info:

Many have done the same thing you did (not respond). Here is what Etsy Staff says: 

"The Message response rate counts initial messages from all Etsy members, both buyers, and other sellers. This is because fellow sellers could be potential buyers for your shop. If it's not a spam message it requires a response within 24 hours. If it is a spam message you can mark it as such and it won't count towards your score."

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. "

[Bearlynstitches]

This is happening to me too!  My message response rate went down to 75% .  I literally respond IMMEDIATELY to customer messages!!  A seller in another shop messaged me and thanked me for the order I placed in HER shop and said to let her know if I had any issues or questions.  I'm so busy with orders of my own that I didn't think to respond to someone thanking me for purchasing in their shop!!!  

Then one of my customers thanked me for refunding her an upcoming sale price- she sent me a message.  I had already emailed her and told her what I was doing and thanked her for her purchase.  Honestly, It's getting wearying trying to keep up with all the Etsy things they keep adding.  I just want to make a product, and have happy customers.

Happy holidays everyone!