message response via refund

[GinkgoByLaura]

Hi all,

I recently had a customer request a cancellation and refund of an order.  The request came via the 'request for help' message.  Instead of answering there, I immediately gave her a refund and left a message with her within the refund process.  Apparently, this doesn't count for star seller stats.  Is there a way to request to have this changed?  The customer got a rapid response from me (which is the point of the star seller targets...).  I get so few messages that if I make one mistake, I have to wait three months for the mistake to clear in order to become a star seller again!

Thanks,

Laura

[DrolmarinArt]

 I have the same problem... I made a refund immediately. I didn’t know that I needed to respond to this message, but I still decided to answer but the next day... it’s so disappointing, because I always answer on time! Etsy please do something about it. It is so unfair!

[TheHomespunLoft]

@GinkgoByLaura  @DrolmarinArt 

The rules are on your star seller board. You have to respond to EVERY message that you get. You can start a new thread or respond in an older one but unless you respond to the original new thread you will get dinged. 

[DrolmarinArt]

Yes, I understand... then it's a problem with the rules. because the request was for a refund, which I did immediately. and there was no other question to answer! If there is no question, then what and why should I write. I just don't understand the logic... I'm very upset...

[CryzalisDesigns]

The star seller system is flawed, you have sellers with outstanding customer service & products getting dinged or could never obtain the status and those questionable sellers receiving shining badges to legitimise their business.

I wish they would just get rid of it.

[TheHomespunLoft]

@DrolmarinArt 

I guess I see it differently,, I just had one last week and I responded to that customer with concern about their reason and of course I would do it. And let them know it might take a couple days to show on their card.. I find my customers just want reassurances. which I hope I did.

[CryzalisDesigns]

Sorry this has happened to both of you. Unfortunately Etsy will not change this as each new message requires a response even if the customer opens a new thread

[GinkgoByLaura]

OK.  It is all rather silly.  I wonder if the customers even care.  Thanks for the response....  Live and Learn.

[QuirkyAntiquesStore]

They do not. Us sellers are chasing what we think is a carrot on a stick-except Etsy forgot to add the carrot. And the beatings will continue until morale improves!

[BagmakerSupply]

@GinkgoByLaura: "left a message with her within the refund process" The message in a refund is appended to the default message thread you have with that (buyer) account. It does not append / reply to the Help Request most likely because there could be multiple Help Requests and it might "reply" to the wrong one, and since a Help Request starts the clock ticking on a potential case against the seller Etsy wants to see a real response to the actual Help Request thread so they know you saw it.

[LynnsLittleShop]

It didn't append to the message I got asking for a cancellation I received before we had Help Requests either. So this message on the refund shouldn't even be offered there as it is not counted as a message.

[LynnsLittleShop]

@GinkgoByLaura  and @DrolmarinArt  I did the exact same thing. The refund page says message your buyer or send a message to buyer or something like that, but we evidently sent the wrong message. I lost star seller over it too, as I don't get many messages but really I don't think it hurt me sales wise. The people who work on the Etsy site don't have a clue on what works for us sellers.   

[QuirkyAntiquesStore]

Its unfortunate but it's software-it doesn't account for good customer service. It just notes whether or not you respond to an email. I had the same thing happen to me. It will roll off in a few months and the best part is-only sellers give a rats *** about those stars. Buyers mostly don't even know they're there.

[AAANativeArts]

You have to reply both places. Etsy won't remove the error.

[EccentricHandbags]

You can also send messages to spam and it counts as a response.  Star seller is a game for sellers to play and really has nothing to do with providing good customer service.