Star Seller issues

[kwkcreativestudio]

I’ve never had issues being Star Seller and have been stuck for WEEKS because it says I have 94% on my message response rate when I know I’ve responded to everything ON TIME. I have no clue what else to do and it is beyond frustrating. I looked at my stats and it does not make sense. Any clue how to resolve this?

[NanaLetha]

Download a CSV for messages and see which ones they think you missed.

[seahorsestalldrapes]

I have the same problem. How do you download a CSV for messages? I've done it for annual sales, but I don't know where in the dashboard to grab the messages. TY!! Laurel

[dippeldiundscribble]

@seahorsestalldrapes 

Go to your Star Seller dashboard (Customer Service Stats) -> Message response rate -> Download message history

https://www.etsy.com/your/shops/me/customer-service-stats

[SugarTaffySoap]

@kwkcreativestudio  Were any replies after 48 hours?   Download message history.

[NanaLetha]

@SugarTaffySoap  the deadline is 24 hours not 48.

[seahorsestalldrapes]

Same problem, except my generic Etsy Support Convo rc'd today said my shipping didn't meet the Star Seller standard, when it was actually for message response time (when I went into my badge status).

I've met both categories, so maybe Etsy sent it in error (?). Unnerving though. I hope other sellers will post if they have experienced the same problem. Thanks for your post.

[PlatypusDream]

Are you looking at the CURRENT period, or the last period that the star wasn't awarded for?

It automatically sets to the current period when you pull it up, so have to adjust it to see the last period.

[dippeldiundscribble]

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@seahorsestalldrapes  my generic Etsy Support Convo rc'd today said my shipping didn't meet the Star Seller standard

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Did they say that some orders are overdue even though all orders were shipped on time and none are overdue?

https://community.etsy.com/t5/Managing-Your-Shop/Etsy-Message-That-2-or-More-Orders-Late-But-I-have-...

[seahorsestalldrapes]

I've now successfully downloaded the CSV of message response time. It shows that I didn't respond to a new message on 10/21/24. I want to contest this but don't know how to. The client and I were already in negotiations for some custom work, but apparently she has 2 profiles on Etsy. I didn't realize the significance then, and blissfully continued to respond to her in our original thread, in which she actually remarked, "thanks for responding so quickly"! Ironic. How do I contest this? TY

[PlatypusDream]

@seahorsestalldrapes 

There is no way to contest it.

Etsy employees can not, and will not, manually adjust Star metrics. It is all automatically run by bots.

You can TRY to mark the unanswered message spam and it might readjust itself in a few days.

[BagmakerSupply]

@seahorsestalldrapes: "... she has 2 profiles ..." Unfortunately according to Etsy there is nothing to correct in this case. The Star Seller metric is that you need to reply to (or mark as SPAM) the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else.

[seahorsestalldrapes]

It said 2 or more orders were overdue. All of my orders were either shipped on time or I had updated the ship-by date and notified the buyers.

[dippeldiundscribble]

@seahorsestalldrapes 

That's a glitch. 

There are several threads about this message from Etsy. 

I've linked one thread in my reply: Etsy Message That 2 or More Orders Late But I have no Late Orders

Other threads:

Late shipping email from etsy is false or a glitch?

Message From Etsy- what on earth?

[BagmakerSupply]

@seahorsestalldrapes: There are three metrics for Star Seller shipping: 1) shipped on time, 2) shipped with verifiable tracking, 3) order has processing time.

You need to check the applicable CSV file on your Customer Service (Star Seller) page to see what Etsy thinks is late or otherwise has something wrong with it. In particular make sure that *Had processing time?* = yes, *Ship by* has a date, *Tracking/label date* has a date, and *Shipped on time?* = yes. Remember that Star Seller dates / times are in UTC not your time zone.

A newly shipped order might not appear until after the scheduled ship by date regardless of when you actually shipped, and the CSV file and stats are updated only once per day.

[dippeldiundscribble]

@BagmakerSupply 

From what I understand, some sellers have mistakenly received a message from Etsy about alleged overdue orders.

@seahorsestalldrapes seems to be one of these sellers.