Star Seller

[TinyLoveDesignCo]

Star Seller denied stating lack of communication with customer within 24 hours, while in reality I had an exchange of 10 messages with this customer on the date of order and the date that I am denied Star Seller stating I did not reply until the next day. Is there not a review process when this occurs? Thank you.

[GlassyFields]

nope - no review process for star seller stats 

go to star seller message stats, download the little cvs file and use it to find which message you responded to after 24 hours. Then mark that message as spam. Your stats will update excluding that message. It may take a day ... sometimes several.

It's easy to miss a message. Etsy uses GMT time zone for the SS stats. But message response stats are easily rectified by marking the message as spam. Be aware though that now if you want to see messages from this person you'll have to check your spam folder (until you unmark it as spam.

Also only the initial message from a person counts toward the star seller stats. All the rest get grouped together as part of the same conversation.

[TinyLoveDesignCo]

Great info GlassyFields! Thank you so much for sharing. That is a great tip. Thank you for taking the time to reply! 

[audreytherese · Accepted solution]

Once in a while someone from Etsy will see the complaints in here and check the account. Though to be honest, I don't recall ever seeing them come back finding an actual error in their metrics, generally they always come back saying they checked the messages and there was something that was actually missed (user error).

So I would confirm there wasn't anything you could have missed. You said there were about 10 messages from 1 customer. Did that customer send any of those as a help request? Help requests are treated differently. If there was a help request, but you only responded to the regular messages (even if the help request was duplicated in the inbox), then technically that would mean you missed a message. That's generally the most common user error that I've seen, so just throwing it out there. 

[TinyLoveDesignCo]

Thank you Audrey! You nailed it, my friend! The customer's original message was a Help Request. I was unaware that there is a method to reply to these and no credit is given if the exchange takes place outside the help request. So sad! And no recourse. Thank you for confirming this. 

[audreytherese]

At least you figured it out and know to keep an eye on them in the future!