Technical Issue: Message Response Rate Affected by Non-Customer Message

[FAIRUN]

Dear Etsy Community,

I've encountered an issue with my Message Response Rate and I'm hoping to get some advice. I recently made a purchase from another Etsy seller and received a message from them regarding leaving a review for the product. As a fellow seller, I didn't see the need to reply to the message and simply left the review instead.

However, I've noticed that my Message Response Rate has now been reduced due to not responding to this message. This is particularly disappointing as I've been working hard to qualify for the Star Seller badge, and this issue might prevent me from achieving it.

Has anyone else experienced this or have any suggestions on how to address this situation? I would appreciate any guidance you can provide.

Best regards,
Christian

[leinweberstudio · Accepted solution]

Has anyone else experienced this ...

Unfortunately, yes. There are dozens of posts about this every month.

If you look at the SS criteria again, you will see where it says every message must be replied to, regardless if buyer or seller sent it.

The system is not set up to recognize where a message originates, or its content; all it sees is a message that wasn't replied to.

So yes, every message means every message, literally.

[FAIRUN]

Thank you for the reply! 

I have to say annoying, but now I have learned.

[thePaperFramer]

And yet another seller that hasn't read the policies or looked this up in this forum. This is the 7 zillionth thread on this exact same issue. You have to reply to all first messages. Like it or not, this is what you have to do to keep from getting dinged for your Star Seller. Every body does this once. Hopefully you learn from this and not do it again.

[FAIRUN]

Thank you for the reply! 

Now I have joined the club. Won't happen again...

[TBQSC]

Set up an auto message response and you’ll never have to worry about missing SSR again!

[FAIRUN]

Smart, but I also want to give tailored responses. Don't have a problem with answering the questions, simply didn't know this.

[ChillwolfArt]

@FAIRUN   Hi, as others have said; any time you are not the Initiator of a Message, you must Respond or Mark as Spam.  You may receive a Message from a Seller you know, "Hi, how's it going"?  That still counts.
I have always used one account for buying and selling (since 2011).  When I receive a Message from a Seller about my Order, I have responded "Thank You" (this is before the SS Metrics came out).  To me that is not Spam; that is a Seller communicating about your Order.  Should I receive something like, "Hey buy my Gems 30% off", it goes in Spam.

Hope this helps you.

ETA:  I have used Auto Reply, but not as a rule.  I put it on when I was not here to run my Shop, medical emergency (I also quickly Deactivated my items, then Reactivated them when I returned).

[FAIRUN]

Thank you, Chillwolf Art!

[ShimmyBoutique]

If you would like to know the fix for your problem Etsy gives us the SPAM toll.

Just mark it spam from your PC & it will drop off in a day or 2.

It is too late for this month but it will not be counted next month.

[FAIRUN]

I thought it was counted on a three month basis. If this is the case, then I hope to make it for the first time next month. 

[audreytherese]

While for a long time you could go back and mark messages as spam, it appears the 'spam' tool has been changed and now only works if you mark the message as spam in the same 24 hours that a response is required. 

I think (but not 100% positive) that I saw an mod in here that even said as much on a recent post. Messages must now be marked as spam within 24 hours, after that point it doesn't matter what you do, the message is considered having no response and will continue to count against you for the full 3 months. 

[FAIRUN]

To all: Thanks for the replies! 

Didn't know this community was so great!

[AAANativeArts]

Someone posts this almost every day. You have to answer ALL messages at least once. Period. Or you can mark it as Spam. Those are your options. If you mark it as Spam retroactively, sometimes your Star Seller average will correct itself after a few days, but not always.

[AAANativeArts]

Someone posts this almost every day. You have to answer ALL messages at least once. Period. Or you can mark it as Spam. Those are your options.

If you mark it as Spam retroactively, sometimes your Star Seller average will correct itself after a few days, but not always.

[PillowDetails · Accepted solution]

Don't feel bad - many have fallen into the same mistake - I did at first.

It's ridiculous all around - maybe Etsy can change it to the "Star User" badge.  Or add an extra one Seller/Buyers - we need more flair up there.

[ShimmyBoutique]

The Spam tool has not been changed, that is inaccurate information.

It will drop off in a day or 2, including weekends!

[FAIRUN]

Thank you! 

I totally agree. Will keep moving forward and not aim for the badge next period. 

[audreytherese]

If you mark the message as spam now, please come back and let us know if it does drop off your report in a few days. 

I'm not trying to spread misinformation, but would love to confirmation that it is in fact still removing messages that were marked as spam well after the first 24 hours. 

[ShimmyBoutique]

Not only is it removing them as Spam Star Seller status is also being restored within the day or 2!