Star seller docked for being customer

[BeauTresors]

I had a message from a seller regarding an order I had placed.  I was busy and it didn’t warrant a reply so I didn’t respond.  It docked on my star seller rating even though it was not an email from a customer but was regarding an order I had placed.  That has unfortunately dropped me under the 5% late emails due to the low number of messages I normally receive. 

[CraftyCornishMaids · Accepted solution]

Star seller says to have to reply to EACH new message thread, whether a buyer or seller

and they also highlight them in blue, so you don't miss it.

so you have to do it

[BeauTresors]

Thank you for the calcification.  I must not have the same page you do but was able to find that info deeply buried in a faq.

[MartiqueTreasures]

Unfortunately, that is the way the system is set up and there does not seem to be a way to correct it now from what I have read in the forum. Perhaps you could mark the message as spam and get back your star rating that way? But I don't know what happens to the seller if you mark the message as spam.

[BeauTresors]

I love the item she sent so I would hate for her to affect her.  It was a shipping label to send her some baby clothes to make me a sweatshirt.  But it could be a solution. Also just peaked at your store.  What beautifulvintage items.  We spent last winter in Quebec also and had a wonderful time!

[PrimFun]

@MartiqueTreasures   Nothing happens if marked as spam.  The seller will not know.

Spamming has to take place within the 24 hour period.

Etsy does not make distinctions because a) they don't want to take the time to read messages and b) accounts are both buyer and seller in one.

[PrimFun]

The guidelines on star seller are clear.  You need to answer all new messages as buyer and seller.  If you have not read, please do so,

[BeauTresors]

Yes I did read them.  And they were not clear.  On my page it has never clarified there was difference between buyer and seller accounts.  That information was hidden in a faq.

[CraftyCornishMaids]

@BeauTresors 

if you go to your star seller on dashboard, and hover over the "?"

it says

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 replyOpens a new tab 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 CentreOpens a new tab.

If you click on the "star seller help" it takes you to all the info in becoming a star seller

click on the message response rate, and in a highlighted box, it says...

The Message response rate only applies to the first message in a thread. Initial messages from both buyers and sellers on Etsy are counted towards the Message response rate. 

It is there, right in the middle , it is not just somewhere in faq's

[BeauTresors]

We must not have the same screen.  The only place that information is on my end is under that faq tree.  It is just a general message must be answered in 24 hours.  I assumed it was just for customers which is on me but that information is not easily found on my star setting dashboard.

[CatsWhiskersCurios]

The information is there - if you're interested in star seller, why wouldn't you make sure you had understand all the rules? It's not hidden - there are many things Etsy does which are infuriating, but the way this information is laid out is clear and logical. 

[CraftyCornishMaids]

@BeauTresors 

We  do, you just didn't click through, if you click through, to the full handbook article, you get to here

https://help.etsy.com/hc/en-us/articles/4403058372503?segment=selling

scroll down, click on messages