Star seller Message Response Rate

[ItstheWORD]

A buyer made a personalized purchase and forgot to list the names to be used so she sent me another message with the names. I responded to the purchase and let her know that I saw the 2 names in her message to me but didn't feel like I needed to respond again to the 2nd message since I answered her question in the purchase message. I was penalized because I didn't respond to the 2nd message when in fact I had responded but through a different message. I believe this is an error in calculations and should be corrected. The order in question was Order #3321805508 placed June 2nd and I responded June 3rd within the 24 hour period. I did not think it was necessary to respond to her 2nd message because I already answered it. Would appreciate you researching this. Holly Croley

[FunkyJunkyVintage]

You'll need to contact etsy directly about this, they most likely won't see your post here about it.

Supposedly they were going to fix this and combine multiple messages if they came from the same person, or something of that sort, but I don't think they ever did.

At this point just make sure to send some kind of acknowledgement for EVERY message. And use a separate buyer account for your own purchases because they'll ding you for that, too. They have no way of knowing if messages are regarding selling or buying, if you're using your seller account and you purchase from another seller, even if they send a message with only, "Thanks for your order," you STILL need to respond to that.

And remember that there is a huge percentage of things around here that are not fair, we just need to adjust and adapt or contact etsy about it.

ETA to that last sentence, and be prepared to be disappointed regarding things you think should be a certain way, they usually stick by their rules.

[PrimFun]

If it was a new message and those are indicated with a blue dote, you need to answer the message or spam it. 

According to the star seller guidelines all NEW messages even if a repeat message must be answered one of two ways.  Answer or spam.  

[PristinityJewelry]

"...I did not think it was necessary to respond to her 2nd message..."

You may not have thought you needed to respond, and probably didn't need to.  But Etsy doesn' know that.  They don't read our emails and decide which one's need responding to and which don't.   Therefore, each and *EVERY* new message must be responded to, or marked as spam.  It has been that way since the beginning (of Star Seller ratings).

[BootifulLabels]

Sorry, but the plain and simple fact is, you received a second new message and chose not to answer it.  This was a mistake, and Etsy will not make an exception because you had already answered in a separate message.  No-one reads your messages,  and I doubt many people would want them to.   The rules clearly state a reply is needed within 24 hrs to ALL new messages,  or the message marked as spam.  It takes less keystrokes to say, "thanks" or "see your previous message" than it did to post this forum thread.  Alternatively, you can turn on auto-reply and the system will send instant responses to new messages which count for Star Seller.   Bear in mind that you will need to reset this option every 5 days when it expires.

[bradgoodell]

If your buyer started a new message, and you didn't respond, Etsy will not adjust it.  All new messages need an action.  It is an easy mistake to make, but a mistake is how Etsy sees it and Etsy won't adjust for seller oversights or mistakes.   Sorry you were blindsided by that.  

[HazelsSewingSupplies]

The message you are calling the purchase message does not apply to Star Seller.  The second message was really the first message and you failed to reply.

The message with the names appears to be in response to your message.

If the rules were read, sellers would know not to ignore that big old Blue Banner!

[BagmakerSupply]

@ItstheWORD: Was one of the Messages a Help Request? Subsequent messages from the same account (a buyer may have multiple accounts) are supposed to be combined into a single thread - but there is at least one exception and Help Requests is that exception.

"I believe this is an error in calculations and should be corrected." As it says right on your Star Seller page and elsewhere, 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.

"Would appreciate you researching this." Just so you know, even if Etsy Support or the Help Pages sent you here this is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).