Star seller Badge lost because of an Etsy bug

[LaManufactureBlanche]

Hello everyone and/or Technical support team !

This month I lost my star seller badge, which is absolutely unfair, as it is due to a bug in etsy messaging. A person/client, who was not an etsy member at the time, messaged me, I tried to answer his message 3 times, but it wouldn't work (a red banner would appear). I tried again the day after, same thing, probably beacause at the time, that person was not an etsy member.

At the end of the month, I had the surprise to discover I had lost my star seller badge ! because of that one and only message unanswered ( and, again, not due to my lack of responsiveness, but because of this bug), which had my answering rate drop to 94% (below the 95% requested)

I must recall here that :

- I send 100% items on time, even before the due date

- my quality rating is 5 stars/5 ( not 4.9, but 5)

- I often replace articles, when people made mistakes on the size, whereas my selling conditions specify no return or exchange.

I tried to contact etsy support so that they repair this unfair treatment (loss of star seller badge) which might prejudice my sales, they did not do anything about it. they refused to restore my badge (they claimed a screenshot of the red banner that had appeared... 3 weeks earlier). This is so unfair, while I do everything perfectly on my side. It was not my fault !

On top, I thought the assessment period was 3 month, why am I losing the badge for a messages answer rating underneath 95% on April only?

Is there anyone that could tell me what I should do to get my badge back, or who I could contact ?

the client service on etsy is not the best service I've seen in my life, I must say.

Thanks !

[BootifulLabels]

If you get messages that cannot be answered, they are quite likely scam attempts and you should mark them as spam to exclude them from the message count.  Even if they have the "guest" banner to indicate they are not yet members, you still should be able to answer them.  

This is not a glitch, the system is automated and simply looks at the time stamps between receipt and response.  If you can't respond for any reason, you should consider it spam and mark it as such so that it is not counted in the assessment.

This is not an error so much as an oversight.  If you did not answer within 24 hrs and did not mark it as spam in the same 24 hrs, it fails the test.  Etsy will not make adjustments after the badges are awarded.  Use it as a learning curve and be sure to answer or mark as spam within 24 hrs for every new message, no matter who it is from.

[NanaLetha]

You should have marked as spam 

[LaManufactureBlanche]

thanks for your reply. It was not a scam as the person ordered something. I could answer.... one week after

[LaManufactureBlanche]

it was not a spam as the person placed an order.But Thanks for the advice, next time I cannot answer, I'll mark the message as spam, even if it is from a client.

I explained to etsy the impossibility to answer at the time (and 3 times), they do not want to unmark this message as "unanswered", or remove it from my stats. 

[Back2Linen]

I lost it because Etsy system wrongly reset the scheduled shipping dates and I had "orders overdue" badge on my dashboard, although all orders were shipped and there were no overdue orders. They even reached out to me to note me about my "late" orders, and after I indicated about their error - no response, just "overdue" badge removed, but star seller statistics never updated from their side. Oh well. At one point the constant errors here and their effect don't seem to be that important anymore.

[TBQSC]

Etsy Support can’t make changes to your Star Seller data or manually award Star Seller badges. 

More info found in the Etsy Help Center > Star Seller 

https://help.etsy.com/hc/en-us/search?query=Star+seller+&utf8=✓&segment=selling

[TheCarterAndCo]

I'm on the phone w/ customer service now (for the third time in the last week). They are telling me it's a bug w/ Etsy and they're not sure when it'll be fixed. I'm asking to speak to a manager and the man on the phone is telling me his manager will email me after the call. I asked for her number and he said she doesn't have one at this time. I asked for her email and he says he can't give it to me, but she'll email me after this call. BS. This all feels super worrisome. I've tried to explain, like you did above, that losing the Start Seller Badge that I rightfully earned is affecting my sales. I'm sorry this is happening to you, but it's not because of anything you did on your end or a scam or anything. Know that. It's Etsy all the way. 

[NireValleyArt]

I am having the same issue - apparently an Etsy technical issue but no timeline on when we will get our star seller badges back .i have a locked chat that I have requested to be unlocked ( locked a week now) and Etsy support have not responded to any of my mails since Monday when I asked them for more information on the technical glitch . We are paying very high fees for a service that we simply don’t have support for.