Star seller issue

[OldWoodWays]

I've received Star Seller status for every month since the inception of the program. This month I didn't get it, but I believe the calculation is flawed.

I was dinged because I failed to answer one "new" message within 24 hours. Thing is, the customer sent two messages, one in the "customer needs help" channel, and the other ..., I'm not sure what it's called, but it's the inbox where 99% of my messaging lands. I read both, he was repeating himself, so I replied to the one in my inbox, and ignored the one in the "needs help" because the customer was already deep in communication with me about the product and his purchase.

Only a day later I looked at the "help" message and saw Etsy's warning. I replied to the guy in that thread, saying "I just need to reply here to satisfy Etsy", but I guess it was too late.

I feel the calculation should take all messaging from that customer into account.

[NanaLetha]

You must reply to both or mark as spam.

[BagmakerSupply]

@OldWoodWays: "I feel the calculation should take all messaging from that customer into account." Star Seller does do this, but a Help Request always start a new thread because it also starts the clock ticking on a potential case against your shop. And 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.

[PlatypusDream]

The Star Seller metrics are run with bots. There is no leeway or different circumstances that "may be" or "should".

It is binary - Yes / No - ONLY.

"I was dinged because I failed to answer one "new" message within 24 hours."

And there it is.

Etsy employees can not, and will not, adjust the Star Seller metrics because they CAN NOT.

If you feel you can't answer all messages reliably, then set an Auto Reply message and be done with it.

Better luck next time.

[OldWoodWays]

I wasn't asking for a change in my situation. I was merely observing that the way it's set up could use some improvement, in my opinion.

That said, my status mysteriously changed, and now, just a few days later, I have SS status again, and the history shows no dings in messaging turnaround.

Odd, but I'll take the win.