Why is my review score decreasing even though I have 5 stars including sub ratings?

[tanteatelier]

I have a problem with the review system. I only received one 4-star review out of 19 reviews, but my average score in the review system is 4.9. and item quality and shipping looks 4.6 stars. Before the last 5 stars I received, these two points were 4.7. After 5 stars, they dropped to 4.6.

When I wrote to Etsy help, the answer I got was that 5-star reviews are calculated separately from sub-ratings, and the customer gave me 5 stars but gave me low ratings in sub-ratings. But I see that this is not the case.

In my comment where I received only 4 stars out of 19 comments, the sub ratings were given low. This was months ago. Later, there were comments that I received 5 stars. In the last 5 star rating I received, the sub ratings were also 5 stars, but despite this, item quality and shipping were 4.6 instead of increasing. My score is decreasing in the review system for no apparent reason. It's obviously a mistake. 

The customer support agent only gives ready-made answers or talks about the star seller program. Even here I can only tag the topic as star seller. So I can't get any help or explanation from there. I don't know what I should do about this. 

[CraftyCornishMaids]

Etsy only count the stars on the main review, they do not count sub-categories.

The stars top left on the main page are for the last 12 months, not total reviews 

The stars for star seller are the last 3 months only

.... so you probably lost more 5* reviews that timed out, than you gained. if so, the rating will drop.

[TheVintagePineapple]

A shop's overall star rating (not the Star Seller rating) is based on a rolling 12-month period so it only includes your last 10 reviews.   The reviews from April 2023 just dropped off and caused the rating to drop a little.  Your shop front still shows 5 full stars though.

[CappuccinoLace]

not that sub reviews count for anything...

you have a review from october 2023 that has 4 for item quality and 3 for shipping.

The april 22nd 2023 review just dropped off, so the 5 star sub review for that review dropped off, bringing the average down over 12 months.

[LinneaBorealisPlants]

I completely agree & I’ve had so many issues w/ Etsy & their review system. It feels sometimes they don’t care about us small businesses on here. I had a customer leave a 3 star review complaining about a product that fit my description perfectly. Before she left 3 stars, in her messages to me, she admitted not reading the entire description & said she was happy w/ what she received. Then left a 3 star review saying pretty much the opposite. I asked Etsy to take the review down b/c the review didn’t match what she was messaging me & it was hurting my business. Etsy simply said, “she’s just giving her opinion….”

 So irritating. I wish you the best of luck on here!

[BagmakerSupply]

@LinneaBorealisPlants: Did this 3-star review meet any of the legally permitted reasons for Etsy to remove a review? The laws are very specific about which reviews Etsy (or even you if it were posted on your web site) can remove.

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