Star Seller messages response rate

[GorgonsCollection]

So every month my message response rate goes down (I'm currently at 75%), therefore I never get star seller. I message everyone immediately. I've never not responded to a message, so I'm not sure where the discrepancy is. Can anyone help? 

[NanaLetha · Accepted solution]

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

[GlassyFields]

The star seller message response rate will fluctuate based on the number of messages in the review period. That changes every month. So if you didn't get a lot of new messages in last month of the review period, any message that you failed to respond to will carry more weight.

I'm guessing that you have a message that you failed to respond to and it is carrying more weight. If I'm right, that data point will drop off after 3 months.

Downloading the csv will show you exactly what is being counted and how long it will count.

[LoonMtEmbroidnCrafts]

My stats went down even though I always respond within 24 hrs. The situation I think they are referring to for me is this: Message came in at 11:30 pm and I did not respond until the next morning at 10:25 am. Yes, it was a different day, but well within the 24 hrs. Etsy really wants responses during the night?  

[Natalya1905]

Check your Spam folder, sometimes messages go there.

Download your message history file and see what it says. 

And make sure you have licenses for all trademarked items (characters, names). If you sell something, it is not "fan art" anymore. 

[PlatypusDream]

Set an automated reply if you feel you can't answer messages in a timely fashion.

[BagmakerSupply]

@GorgonsCollection @LoonMtEmbroidnCrafts : Have you checked the applicable CSV file available on your Customer Service page (previous period for April Star) to see which new Message threads Etsy thinks were unanswered or answered late?

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 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.

[GorgonsCollection]

Thank you everyone for your responses. I was able to download the csv file and see 1 message that went unanswered in February.  However, it was answered immediately and it was a whole special order request thread but it showed 2 separate message threads if that makes sense. One was our whole conversation and one was the customers message with no response.  It must be a glitch that I will have to take up with Etsy. 

[vintageNCtreasures]

@GorgonsCollection 

If the customer sent you 2 new messages then you had to reply to BOTH of them.
You could have just replied on that one message you didn't answer, "replied on the other message".

It's not a glitch and Etsy won't do anything about it.

It's been like this since star seller started.  ALL new messages need to be replied to within 24 hrs or marked as spam.

But you don't want to mark as spam if it's a customer you're working with. If you do that person will never be able to message you again.

How to Track Your Progress Toward Becoming a Star Seller – Etsy Help

You’ll see the percentage of messages that received a response to the initial message within 24 hours. “Initial message” means the first message in a single conversation with a buyer, also known as a “thread.” You must respond to 95% of all your initial messages within 24 hours to qualify for Star Seller and receive the "Speedy replies" badge.

[GorgonsCollection]

It wasn't two different messages, it was the same exact question but in 2 separate messages. That's why I'm confused. And I didn't notice until now because I had responded to the customers' message. 

[Natalya1905]

You have a much bigger issue in your shop than the Star Seller badges. Each of your trademarked product descriptions says "...this is not an officially licensed product".

Each of these listings puts your entire shop at risk. When you sell something, it is not "fan art" anymore. Such products require a license. 

https://www.etsy.com/seller-handbook/article/22398703823 

[BagmakerSupply]

@GorgonsCollection: "... it was the same exact question but in 2 separate messages." From your description, it sounds like it was two separate threads, not just two Messages. Unfortunately 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.

[CraftyCornishMaids]

2 separate messages, need 2 separate replies, you didn't do it, so you were dinged

trademarked violations, will get your ship shut, so you won't have to worry about messages

[CarpetCollectionAU]

@GorgonsCollection "It wasn't two different messages, it was the same exact question but in 2 separate messages."

It WAS 2 separate messages, even though the content of the Messages was the same.

You cannot simply ignore a duplicate Message.

You had to take the time to open and read the duplicate Message to be able to setermine that it was a duplicate so, at the same time, you should have simply replied "I have responded in your other Message", It takes no time to fulfil the requirements of the Messaging metric for SSP

[GorgonsCollection]

I didn't realize until today about the duplicate messages after someone suggested I download the csv file. That was the whole reason for my original inquiry on this forum. No need to be rude and insinuate that I'm not taking the time to fulfil requirements.  Thanks.