Star Seller

[UBUdesignsByLaura]

I don't know if there is anything that can be done about this but I had an issue a couple of weeks ago where I wasn't being notified in my app that I had a message.  I always respond to messages within 24 hrs but since I wasn't aware of the message, I didn't notice it until I logged in from my computer a couple of days later.  I emailed Etsy about the issue and it has since been fixed; however, that one message not being responded to within 24 hrs is keeping me from being a Star Seller.  Any advice?

[PlatypusDream]

Try marking the item as spam.  If you can't, there is nothing you can do.

Check your shop daily or set an automatic reply when you can't.

It's your responsibility as a shop owner to answer any and all (first) messages within 24 hours, or mark them as spam.

"Your message response rate stat is based on:

• The per cent of initial messages that you replied to in 24 hours or less, including by auto-reply
• Only messages received in the current review period, excluding the last day

These messages won’t be counted:

• Anything after the first message in a thread (no need to worry about ongoing conversations)
• Messages you mark as spam
• Messages from Etsy admin

Try to set up an auto reply when you know you won’t be available. Note that marking a message unread doesn’t restart the clock, or count a message you’ve replied to as “new” again. It may take up to 24 hours for info to update.

Want more info on messages? Try the Star Seller Help Centre."

[UBUdesignsByLaura]

Thank you!  I don't feel right about marking the message as spam since it wasn't.  It was my mistake for trusting the app notifications.    I have had a couple of questions from people who have not purchased an item from my store but I don't think they count towards Star Seller  do they? 

[ImperfectlybyLinnie · Accepted solution]

@UBUdesignsByLaura I never use the app, always laptop. There seems to be lots of glitches with the app.

[FeltOnTheFly]

@UBUdesignsByLaura 

You have to reply to ALL messages. Regardless of who they are from. ALL messages - every one of them - must be responded to, or marked as spam. 

ALL of them. Without exception. 

[UBUdesignsByLaura]

Thank you for your advice!  I respond to all messages - I was just late responding to one because it didn't show up on the app.  I have stopped depending on the app and now check my laptop multiple times a day.  

[BagmakerSupply · Accepted solution]

@UBUdesignsByLaura: The FIRST message of a NEW thread must be replied to within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. If it is SPAM then it should be marked as such. Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread.

Help Requests always start a new thread.

If you are creating a custom listing based on a new thread, you still need to reply to the message.

Etsy is now putting a blue text warning / advisory on those messages they consider to be a "new message" but should semantically be called a "new thread".

[UBUdesignsByLaura]

Thank you for the information!

[SugarTaffySoap]

@UBUdesignsByLaura  You may want to read the Q&A Star Seller in your Shop Manager dashboard  or do a search in the forums. Good luck with your business.

[UBUdesignsByLaura]

Thank you!