star seller wrong message included

[LarazzoStudio]

Hi, I just bought something with my etsy seller account and received an automativ order confirmation per messages. I didn't answer that message because it wasn't necessary. but now the message was included in the calculation of the star seller badge. as this wasn't my customer but an private order of myself, this should not be included.

[CappuccinoLace]

all messages you receive are included. You are a seller. it's 1 messages inbox.

[CraftyCornishMaids]

it's not automatic, if the message came though messages, the seller sent it to you specifically, it was not automatic,

Sellers can also be buyers, Etsy doesn't read messages, to see what they are about, it would have had the blue message, you need to answer

as it is another seller, I would mark it as spam

[TonsOfPaper · Accepted solution]

Hello @LazaroStudio,

Please know that the Message response rate counts initial messages in new threads from all Etsy members, both buyers and other sellers. You may want to create a Saved Reply in order to quickly and easily answer messages from other Sellers. Using a Saved Reply within 24 hours will count as answering the message. 

If the message you've received is not a spam message, it requires a response within 24 hours. If it is a spam message you can mark it as such and it won't count towards your score. Marking a message as spam will remove it from your inbox.

While it is not possible to retroactively remove this message from your score, I do understand your concern, and really appreciate you sharing your experience with me. We've gathered your feedback and we'll be sure to share it with the appropriate teams. 

Thank you very much!
 

[MagicalExtrasShop]

Adding a +1 to the feedback that it is unclear as a new seller that messages received from other sellers (where you are the buyer) are counted in the Star Seller scoring. In my case, a seller for an item I purchased sent a purely informative message (with a link to a tracking number) that did not clearly warrant a reply. Unfortunately, that counts against my Star Seller scoring, and as a new shop without high message volume, puts me in a hole towards achieving the 95% target. The only metric where my shop is not 100% on target.

I understand these stats can't be retroactively altered, but please do consider ways of improving the clarity of message response time for new sellers, ESPECIALLY as it relates to messages that are unrelated to your shop. Thanks!

[TheArtfulTwig]

Also be aware (I learned the hard way) that if a buyer reaches out via a help request, it opens a new message thread.  You must reply to the new thread, even if you already have a convo thread going on with the order.  If you reply on the order thread (which makes sense to me since the help request is usually about the order), your shop will get dinged for not replying to the new message thread.

I know this is unrelated to your issue as a buyer receiving a seller message, but I'm finding that there are all kinds of things I didn't know about the SS program!