Star Seller response rate affected by messages wrongly flagged as spam (mobile app issue)

[UmadumArt]

Hi Etsy Support Team and fellow sellers,

I’m writing to report a recurring technical issue that has affected my Star Seller eligibility and may be impacting other sellers as well.

On two separate occasions in 2025, I discovered that important client messages were incorrectly flagged as spam by Etsy’s system. In one case, it was a new client. In the other, it was a returning client with whom I had already exchanged messages - yet their new inquiry still ended up in my spam folder.

Since I primarily use the Etsy mobile app, and the spam folder is not visible in the app, I had no idea these messages even existed. I only found them later by chance when logging in from a desktop. By that point, the opportunities were already lost.

Even though I responded as soon as I saw them, Etsy still counted the delay from the original message time, which penalized my response rate and caused me to lose Star Seller status.

This system has multiple critical flaws:

• Mobile users have no access to the spam folder.

• There are no notifications when a message is flagged or filtered.

• Sellers are penalized for late replies to messages they couldn’t see.

I would like to request that Etsy:

1. Acknowledge this as a technical issue and address the inconsistency.

2. Add spam folder access or filtering notifications to the Etsy mobile app.

3. Reconsider how Star Seller response rates are calculated in cases where the delay is caused by Etsy’s own filters.

I’m happy to provide message IDs if helpful.

Thank you for your time and for listening to the experience of real sellers.

— Tali Kazimirov

https://www.etsy.com/shop/UmadumArt

[PrimFun]

@UmadumArt   Etsy is not here in the forums.  You need to talk to Etsy directly about issues.

Etsy will not change star seller.  That they have said since the beginning of the program.

You can have messages sent to your email to help with notification.  I do that so I don't rely strictly on the message system.  It's a back up for me.

The app has never been a true replacement for a computer/laptop/or tablet.  Even if you do it only once a day, it is a good idea to check via another device rather than always the app or use the web on your phone.

As to messages in spam.  If a buyer sends out too many messages to sellers at one time, the system is alerted and will place it into spam. 

Best to find workarounds then trying to get Etsy to change something they are aware of and have not been quick to address.     

[bradgoodell]

The app is a mobile convenience with few abilities, it isn't meant to be used to run your shop.  Messages that accidentally go to spam are an issue, best dealt with by checking your spam filter daily.  That said, Etsy will not make adjustments to Star Seller.  Period.  Etsy doesn't view it as a technical issue, it views it as sellers not staying on top of their shop and messages.  You can contact Etsy 100 times and it will not make a difference, no one will change your rating. 

Etsy seems quite happy with Star Seller the way it is, and the only change they've made it make it more restrictive, not less.  I would guess we will continue to see a more restrictive Star Seller as time goes on.  Etsy has no reason to make it easier for sellers to achieve.