Star seller - message incorrect

[KateMaxwellStudio]

Hi there 

I’ve been so happy to be awarded star seller every month this year but I’ve just noticed there has been a mistake with my July progress. I had a message from someone I bought from offering me a discount on their shop. I didn’t reply within 24hrs as it wasn’t to do with my shop but this has now taken my response rate to 85%. I believe the mistake has happened as this seller has previously bought from me even though the message was to do with her shop not mine. Please can someone help as I feel this is really unfair. 

look forward to hearing from you 

Best wishes

Kate

Shop: designanddraw 

[WitticismsRus · Accepted solution]

@KateMaxwellStudio 

It's not incorrect and is working as etsy intended.

Etsy is pretty clear about how the message response rate is calculated in help center here https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling

There is a highlighted bit under message response rate info that 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. "

That means ALL messages. It also means each individual message thread so if someone sends you 5 different messages with 5 questions instead of putting them in the same message chain you need to respond to all 5 of them. The system is completely automated and doesn't know if the message is from a buyer or another seller. It isn't reading every message and making a decision if it's from a seller or a customer or what it's about. It's a computer program that calculates data. It just sees a message and calculated the response time. That's just how it works.

The info is also right there on the Star Seller page in shop manager. Just go to shop manager > star seller. Once there scroll toward the bottom until you find "Questions? We've got answers." Then click messages. The very first question there says

"What messages count toward the message response rate?

Your message response rate is based on just the first message in a conversation, not ongoing conversations. This means you just need to respond to the first message within 24 hours. This applies to messages both from buyer and seller accounts. Messages from Etsy staff do not count toward your response rate, and neither do messages that you mark as spam. You can also now find a breakdown of your message response rate score by downloading a CSV."

If the star is important to you then it may be a good idea to read or review all the info Etsy provides about the star seller program.

Bottom line...you have to either reply or mark as spam.

It takes just a few seconds to send a simple 'Thank you'. Or you can set up an auto reply every 5 days. Etsy provides tools for sellers to use , it's up to us to use them.

[KateMaxwellStudio]

Thanks so much for your quick reply. I had no idea it was for all messages.

[audreytherese]

If you are using the same account to both buy and sell from, then all the messages need a response. 

In your dashboard, under the SS tab, it says this:

What messages count towards the message response rate? 

Your message response rate is based on just the first message in a conversation, not ongoing conversations. This means you just need to respond to the first message within 24 hours. This applies to messages both from buyer and seller accounts. Messages from Etsy staff do not count toward your response rate, and neither do messages that you mark as spam. You can also now find a breakdown of your message response rate score by downloading a CSV.

[KateMaxwellStudio]

Thank you so much for your quick reply. Do you know how long it takes to regain the star seller? 

[audreytherese · Accepted solution]

It's assessed the first of each month, and each period is for 3 months. How long a missed message takes to drop off all depends on how many messages you get each month - so it can potentially take up to 3 months. 

You can still mark the message as spam. It won't retroactively change and give you the June badge, but should apply to future badges, so you could qualify again in July. 

[KateMaxwellStudio]

You’re so knowledgeable! Thanks so much I’ll do that now. 

[mommawhazelsquilts]

Be careful in marking messages from someone you have been doing business with as spam.

[audreytherese · Accepted solution]

A seller messaging them with a discount, instead of creating a coupon that will automatically get sent to their proper email like they're supposed to do, is spam. 

They can also 'unmark as spam' if they're so inclined, at a later date.