Etsy Support

Etsy support is horrible. Maybe worse than Amazon. Lost my Seller Star because of a message response not in 24 hrs. I sent support screenshots of the report and of my dated response in the message system requesting them to reinstate my star. Here is their response. I’m sure it was because their overseas support could not correct the issue so they just double down on it being my fault.

Support response
Sameeksha (Etsy)

Sep 26, 2023, 11:59 PM EDT

Hi Wade,

Warm greetings from Etsy!

My name is Sameeksha, and I am an Etsy Support Specialist.I’m sending you this email as a follow-up to our chat. I appreciate your patience.

First of all, let me congratulate you on getting two badges namely, Rave Reviews and Smooth dispatch for the month of September.

My investigation into your account revealed that one of your messages received a response after 24 hours, which affected your Star Seller Message rate.

Message from: Liz
Date of message: 2023-08-26
Time of message: 08:42:00

I regret to inform you that there is no way to override the statistics as they are system-generated and no manual intervention can alter them.

Your message response rate stat is based on:

The per cent of initial messages that you replied to in 24 hours or less, including by auto-reply

Only messages received in the current review period, excluding the last day.

These messages won’t be counted:

Anything after the first message in a thread (no need to worry about ongoing conversations)

Messages you mark as spam

Messages from Etsy admin

Try to set up an auto reply when you know you won’t be available. Note that marking a message unread doesn’t restart the clock, or count a message you’ve replied to as “new” again. It may take up to 24 hours for the information to update.

I trust you will continue to uphold the criteria’s consistency, and I ask that you not become discouraged.

I hope this solves your concern.

Please don’t hesitate to contact us if you have any additional questions or require additional assistance. We are always willing to assist. Have a fantastic day ahead of you! :sunflower:

Best regards,


Very annoying. Did you try marking it as spam? Since the stupid thing is bot driven, it might work. But not until next cycle, of course. :confused:


I think you can still mark it as spam. It’s a ■■■■■■ thing to do and I have no idea if it penalizes the buyer but Etsy knows this system is broken and refuses to fix it.


I marked it as spam but it is not going to change anything for this cycle. I pushed back at support that they did not acknowledge it was their fault nor have they replied which I don’t suspect they care. Just wanted to add to their FY collection.


Sorry to hear Etsy won’t work with you.

I recently received messages from two buyers about their orders. I responded quickly, but their inquiries and my replies did not show up under the Message tab. It was in the section with their orders. So their messages were not counted as a Star Seller statistic. It made no sense.


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