I've just realized that my message response rate is 86%, and it shows that one message received a reply after 24 hours. However, I respond to all messages within a few hours, and this rate is surprising to me, especially because my shop is very small and new.
I contacted Etsy support agents, and they explained that one buyer sent me two different message threads about the exact same help request while my customer and I were already discussing the issue at the same time. The other thread was essentially the same help request, so it doesn't make sense that I should have replied to the same request while I was actively assisting that customer. Furthermore, the help request had nothing to do with me; it was related to the customer's card or an Etsy transaction problem.
Etsy argues that regardless of whether it's the same message or an accidental one, sellers need to respond to all these messages, as it directly affects our star seller score. This seems to lack common sense. I always strive to respond to my customers as promptly as possible, even when it's regarding issues that aren't my responsibility. It's frustrating that my response rate has dramatically dropped from 100% to 86% due to one technically resolved message, where I provided good customer service.
This significant negative impact on my business, especially as a new shop, could result in losing my star seller status. Etsy should consider revising its system, or it risks losing many good sellers to other platforms or websites. I'm seriously contemplating such a move right now.
Please resolve this.
Thank you.
