Star seller message replies wrong

[StorySpoonCompany]

I have replied quickly to every customer so why have i not attained speedy response.

[Adorabilities]

Look at your CSV (from the previous, not current period) and see what's being counted against you.

[WitticismsRus]

@StorySpoonCompany 

What does the CSV download say? None of us here can help you, we can only make suggestions or guess. Etsy changed this to a peer to peer support forum a while ago so it's just us sellers here. I know the Help Center article as well as etsy support live chat and phone support directs sellers to post here with star seller issues but that info isn't accurate. If you need help from Etsy support directly you will need to contact support via the email option. Skip live chat or phone call back as they are just a call center and will just tell you to post here since that's what the help center incorrectly says. Keep in mind that they likely won't change anything or make any adjustment to star seller stuff. 

To start a support ticket go to shop manager > community & help > contact us

[CartersJewels]

I had a massive heart attack (widow maker) and missed a speedy response by one day. I contacted Etsy to explain and they promptly replied that the bots handle these issues and that the decision was final. No reversal considered. On the happier side, I'm still here but I lost star seller status. Be sure to check the star seller Period that etsy reviews, I find it confusing IMO.

[TonsOfPaper · Accepted solution]

Hello @StorySpoonCompany,

We double-checked the message that has affected your Star Seller, and we can confirm that it didn't received a response up until now. We strongly recommend that you double-check the messages that were counted on your Star Seller by going to Shop Manager > dashboard > Star Seller dashboard page > Previous Review Period > select the Message response rate tile > select the Export link called "Download Message History".

Thank you very much!

[ChillwolfArt]

@StorySpoonCompany   Hi, did you download the CSV File to see which Message it says you didn't respond to?  Could it be a Message from another Seller (perhaps about an Order you placed)?  Any Message which was not Initiated by you, must be responded to or Marked as Spam (personally I'd only do this on true Spam, "Hey, buy my jewels" for example).

Hope this helps.

ETA:  I'm a few beats too late:)

[DarkManorDesign]

Yep! Same! I DID download my CV only to find what counted against me was an unanswered (now read it carefully) SPAM MESSAGE THAT WAS MARKED AS SPAM! According to etsys OWN standards not only are spam messages from an Etsy seller against TOU bur also messages marked as spam that ARE spam and are not help requests (anyone seeing how screwed up this is yet?) are NOT supposed to count against your reply rate….yet it did for me. Investigating supposedly….let’s see what happens. Won’t hold my breath, Etsy doesn’t GAF about sellers, only buyers. 

[FireHoundPress133]

Yes, I purchased something from someone, who then sent me a message through Etsy to say thank you. I didn't respond because there was no reason to, and it was not someone inquiring about my shop or products, so I assumed it was fine to not reply. Guess again. It counted against me. I also just bought a shipping label through Etsy and the CSV says the tracking info is missing. Hmmmm. Sounds like the bot has some major glitches. 

[ShimmyBoutique]

I downloaded my CVS report & the 3 messages it says were not replied to in 24 hrs were as shown on the report.

Is a moderator here as on the Feb thread? @TonsOfPaper please help

[ChillwolfArt]

@ShimmyBoutique   Hi, just wanted you to know.  Admin TonsOfPaper most likely will not see your "at"; there is no line under his name.  Having the line gives a Notification to him that you have "atted" him in this Thread.

When you begin typing the @ symbol, a Menu will come up.  Select his Name from there.  When you select it, it should then appear with the line.

*(I used to do this incorrectly quite often.  I thought just by putting the "at" symbol, the person would get the Notification.  But they don't if the line isn't there. It contains a link to their Name.  You'll see when you click onto your "at" without the line, it doesn't go to his name.).  Having said this, some Sellers have reported they don't get the line or a Menu to select the person; if they are using mobile, the app, etc.  I always use a desktop computer, Chrome, Windows 10.

Forum Moderators don't always post in Threads, mainly to do with SS Metrics.  I really don't know why they post in some (such as this one) vs. others.  I've seen them post in some such as the "Pre-Transit" Glitch or Hacked Accounts. 

I just noticed your "at" and wanted you to know about the line.

Hope this helps.

[ShimmyBoutique]

P.S.

I was on a phone call for over a half hour & she disconnected the call by accident!

She was trying to figure out the times which are in 24 hr to 12 clock & couldn't.

She also was not understanding 24 hrs to respond, thought it was 12 like a help request!!!!!!!!

[ChillwolfArt]

@ShimmyBoutique   Oh man, I'm sorry about that; not good.  Etsy really needs to have knowledgeable Support.  If they're not understanding "24 hours to respond".

[ShimmyBoutique]

Thank You so much for that info about the @