Star Seller lost but why?

[SummonTheJSON]

hey. I had a star seller, and now it disappeared allegedly due to late responses.

I've checked messages, got one during the measured period. I've answered in the 24h time window.

Its looks like an error in the system or I'm missing something ?

[OneEyeCatStudio]

I don't know for sure, but I think if you don't GET enough people asking you questions in the allotted time, then you are penalized for it.

I don't have it in this shop and I think that's why. 

[BootifulLabels]

@OneEyeCatStudio 

Having no messages, or only one, will not exclude you from Star Seller.  Much of the time I have no new messages to respond to.  This is because my buyers are required to provide their personalisation details when ordering, and I send them a message with a draft of their label for approval, usually within an hour of the order coming through.  Some do respond, but as I instigated the message, it is rare for them not to simply respond to my initial message, so that doesn't count for Star Seller.  

@SummonTheJSON 

Have you downloaded the CSV file for messaging?  That will tell you exactly which message Etsy believes you missed. 

Could it be that you missed answering a message because it wasn't from a buyer, but another seller?  All new messages require a response (or to be marked as spam if applicable) if you want Star Seller, regardless of who they are from.

[BagmakerSupply]

@OneEyeCatStudio: "... if you don't GET enough people asking you questions in the allotted time, then you are penalized for it." If you receive no new incoming Message threads during the review period, it will show a reply rate of "---%" (nothing to calculate) not 0%. In this case you cannot get the speedy replies badge but are not disqualified from Star Seller.

[OneEyeCatStudio]

Thanks. I haven't looked further, I was just guessing.

If it were my seller account I probably would. Look further.

The last time I lacked one in this account, I was told it was because I didn't have enough reviews.

[SugarTaffySoap]

@SummonTheJSON  As a star seller I haven't seen any errors.   Here's the House Rules. See if there's something you missed. 

https://www.etsy.com/legal/policy/star-seller-terms-and-conditions/1020908425032

[BagmakerSupply]

@SummonTheJSON: Have you checked the applicable CSV file available on your Customer Service / Star Seller page (previous period for January 1st Star)? When you look at the file remember that that the dates / times are in UTC (not your time zone), only the first message of a new incoming thread is included (all that counts for Star Seller), and usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not.

[PrimFun]

Look at the message CSV for the previous 3 months.  That will tell you.  It is possible a question came and was in the spam folder but was a legit question that needed to be answered. Or it could be a zone issue which isn't supposed to happen much but it can.

Also if any messages were answered through order area and not message area, that does not count for answering the message in messages.  

[SummonTheJSON]

Hey, thanks for the answers. Here's how "previous review period" and "current review period" looks like:

Message response rate 100%

Service standard: Reply to 80% of first messages within 24-48 hours

Star Seller target: Reply to 95% of first messages within 24 hours