Star seller saying I've not replied to messages when I have

[ArtnCraftyStudio]

I lost my star seller when it said I'd missed 2 messages, I looked and only missed one in 24 hours because the buyer had actually fixed the problem. Also you can never get 100% or 5 the goals are unrealistic. Imean has anyone ever got 100% or a straight 5 ever in the star seller scale, or is it just an unrealistic carrot?

[ChillwolfArt · Accepted solution]

Hi, Even though the Buyer fixed the problem, if they were the Initiator of the Message, it must be Responded to or Marked as Spam. That's the requirements for the SS Metrics. Sorry you were dinged by that.

I didn't get it for last month because I reopened my Shop Aug. 27. And I just missed the requirements for the number and dollar amount of sales. I try to do the best I can and offer great Customer Service. And if I miss some Metric along the way, so be it. 

Hope this helps. 

[ArtnCraftyStudio]

Thanks all rookie mistake Won't make it again hopefully

[audreytherese]

I've gotten 100% in all categories before and across the board, not sure why that would be so unrealistic? Reviews are the only thing truly out of your control, but I have had periods where I only received 5 stars. So I don't believe it's an unrealistic carrot. Maybe before they made some of the changes (actually averaging the reviews instead of counting anything below a 5 as a 1, combining regular messages) it was unrealistic, but now I actually find it quite easy to maintain. Generally those that miss it make a mistake that they were unaware about, but a read over the program would solve 95% of those cases (like not knowing that messages from other sellers count, or that hand delivered items are counted against you because they don't have tracking). 

In the case where the buyer had fixed the problem, I would have just responded, 'glad to see you got it worked out!', or something like that. Because Etsy doesn't know what the message was about or that it's already been resolved, all they see is a missed message. You can download the stats to see what other message they claim you missed. 

[ArtnCraftyStudio]

Thank you will remember that one

[CryzalisDesigns]

Mine has been 100% across the board since it started, still think it is flawed and a very unfair system and nothing to do with customer service, but hey that's just my opinion.

[CatsWhiskersCurios]

I’ve had 100% across the board since it started too but agree that it certainly is not the best way to measure the quality of customer service 

[PinkBirdCottage]

I have even just used an emoji (like a heart) in answer to a message and that works.