I had a glitch in the Etsy Seller app. I got a Help Request for an accidental order. I immediately responded within the Help Request thread with a cancellation and refund. In the “optional message” box I tried to write a written message several times, but when I typed anything into the box I could not scroll down to see the “Send” button. So, all I was able to do was submit the cancellation. I Immediately went and sent a separate message to the customer to let them know I had cancelled and refunded their order in the other thread.
Aside from the original glitch I experienced within the app that I had to work around, the issue is compounded because it has ruined my perfect rating for eligibility into the Star Seller program. It says I did not respond to the initial Help Request, even though I cancelled within the original Help Request thread. Because I couldn’t type into that thread and had to send a separate message, it says that I did not respond at all. Even though my message logs show that I went and sent a written message to the customer immediately in another thread and solved her issue by responding with the cancellation in the original Help Request thread. This brought my rating from 100% to 50% which seems unfair, especially considering I did everything in my power to provide the best customer service I could while working around an Etsy technical error with the messaging service.
I spoke twice with Etsy support who said that it is not possible to fix my rating. Even though it was Etsy’s error that I had to do my best to workaround, and I still provided excellent customer service by responding to the request within minutes, as seen by my history. It seems wrong to offer a program like this where errors are possible with no solution to fix them when they occur.
The point of the program (I thought) was that you are providing excellent service. Yet, Etsy is penalizing it’s sellers who are providing excellent service despite errors with their system. Even though it is obvious the issue was resolved within minutes of inquiry, Etsy (apparently) doesn’t have the means to correct.
