Star seller issue

[MyRetirementGig]

Once again, I am being told by Etsy that I didn't reply to a customer message.

This is the third time, and the second time that the date and time on my message reply states that I was well within the 24 hours.

So how does one maintain Star Seller status, when Etsy decides that I was wrong and pulls the badge?

I have spent so much time trying to "talk " to someone that I have decided that Star Seller badge is just not worth the trouble.

My customer service is impeccable, as my reviews will attest, I have several conversations with each customer in a timely fashion.

I guess my vent is that I worked hard to get and maintain the badge but have no one to question when they pull the badge for the wrong reason. On top of that they appear to be so far down the rabbit hole that I can't speak to anyone.  

Rant over

[TheCozyHoneycomb]

Did you download the message history? It's a spreadsheet with all the details of each message. It's looking at every single message, even messages sent by sellers to you as a buyer and even random junk. If it's not a message from a customer, make sure you're marking the message as spam. If you missed any, you can check on that message history spreadsheet and then search your message inbox to find them and mark them as spam. That should update in a day or two.

[MyRetirementGig]

Yes, I downloaded the Etsy spreadsheet telling me which messages were delinquent. One was replied to via email per the customer's request, another was a tire kicker who decided that she shouldn't purchase without her husband's permission and decided to disappear. But it was well noted that my responses were well within the given time. I felt that Etsy had not covered these things before, and I couldn't reach out to speak with anybody.

I felt like I was putting too much effort into being in the star seller program. My own results were very good as my reviews will show. So now whether I earn it or not, my customers always come first.     

[cutebutton]

@MyRetirementGig 

If you replied to the one through an email and not through a convo that would explain that one since etsy wouldn't know if you emailed them or not.  As far as the other I don't know maybe they opened a new conversation that you didn't respond to?

[timelapse]

@MyRetirementGig -

Replying via email, whether requested per customer or not, will not meet requirements. Responses need to be through the Etsy message system in order for their army of bots to realize you have sent a reply.

typing at same time, plus just saw this thread is from May

[TonsOfPaper · Accepted solution]

Hello @MyRetirementGig,

Your response rate shows the percentage of initial messages that you reply to within 24 hours in your current 3-month evaluation period—just the first message, not ongoing conversations. You need to respond to the message via Etsy. As long as you respond to the first message within 24 hours, then ongoing messages within the same thread will not be counted towards your response rate. Unwanted messages may still be marked as spam.

On the other hand, looking into your shop: MyRetirementGig, we can see that you've received all the badges for this month(August). This only means that you've reached the required percentage for each metric.

Thank you so much!