Etsy Support can’t make changes to your Star Seller data or manually award Star Seller badges. If you think your Star Seller score was calculated incorrectly, you can let us know in the Technical Issues forum.
Star Seller eligibility is reviewed on the 1st of every month. If you meet the criteria, it may take up to 24 hours for your badge to appear. You can see how close you are to earning Star Seller in Customer service stats.
- Sign in to Etsy.com and go to Shop Manager.
- Select the Customer service stats tab.
- You’ll see your Customer service stats which refresh daily, as well as a monthly overview of your customer service performance at the top of the page.
- Sign in and go to More.
- Select Customer service stats under Performance.
- You’ll see your Customer service stats which refresh daily, as well as a monthly overview of your customer service performance at the top of the page.
Using this dashboard, you can track your daily progress across all the areas related to delivering stellar customer service. You can also track your progress toward earning individual Star Seller badges for message response rate, on-time shipping & tracking, and average review ratings.
Learn more about how Star Seller metrics compare to customer service standards.
Message response rate
The Message response rate section of your Customer service stats shows information about your response time in Messages.
You’ll see the percentage of messages that received a response to the initial message within 24 hours. “Initial message” means the first message in a single conversation with a buyer, also known as a “thread.” You must respond to 95% of all your initial messages within 24 hours to qualify for Star Seller and receive the "Speedy replies" badge.
Message response rate is calculated by dividing the number of new messages you’ve responded to within 24 hours by the total number of new messages you've received during the calculation period.
Messages sent on the last 2 days of the 3-month review period may be excluded from the current review period and counted toward the next period instead. This is to allow sellers a full 24 hours to respond and not be penalized for messages received late on the final day of the review period.
The Message response rate only applies to the first message in a thread with a buyer.
To help keep track of messages you should prioritize for Star Seller metrics, notification badges are displayed on messages when:
- A buyer’s first time contacting you
- You receive a new help with order request
Both of these types of messages need to be responded to in 24 hours to be counted positively toward your Star Seller score.
If you don’t receive any messages during the review period, the message response rate won’t be counted toward your Star Seller eligibility. You can still become a Star Seller based on the other Star Seller criteria.
Once you receive an initial message, the message response rate is applied toward your Star Seller eligibility, so be sure to reply within 24 hours.
Marking a message as unread after you’ve replied to it doesn’t restart the 24-hour response time window and doesn’t make the message you’ve replied to “new” again.
Messages marked as spam don’t count toward your response rate.
If you can’t respond to a new message thread within 24 hours, you have a few options:
- You can set up an Auto-reply. These are counted in your message response rate.
- Use Quick Replies to respond quickly to questions you get commonly asked.
- Download the Sell on Etsy app to respond to messages on the go.
- Go on Vacation Mode if you’re taking a break from selling on Etsy.
Before putting your shop in Vacation Mode, reply to any first messages from buyers that you’ve received, since these will affect your message response rate.
On-time shipping & tracking
The On-time shipping & tracking section shows the percentage of orders shipped on time according to the processing times you set in your listing description. You can also see a breakdown of your shop’s shipping performance. Shipping at least 95% of your orders on time with tracking will earn you the "Smooth shipping" badge. Learn more about how to set processing times and “ship by” dates.
Orders of a certain value need to have tracking or a shipping label purchased on Etsy. The requirement values are based on currency.
|
GBP |
£10 and above |
|
EUR |
€10 and above |
|
CAD |
$15 and above |
|
AUD |
$15 and above |
|
All other currencies (inclusive of USD) |
Tracking or a shipping label purchased on Etsy required for all orders. |
We use the total value of the items purchased before any discounts, not including shipping and taxes.
On-time shipping & tracking will be reviewed on sales of physical items only. Digital download orders aren’t taken into account for on-time shipping & tracking for Star Seller, but will still count toward your other metrics. If you’re listing a made-to-order or custom digital item, follow the steps in our guide to ensure that your listing is accurately listed as a digital item.
Tracking may not be visible for one of these reasons:
- The shipping carrier may not be supported on Etsy. If Etsy cannot process your carrier’s tracking events, consider using an alternate carrier.
- The number entered is not the tracking number, or a slight error was made in entering the number.
- There may be an occasional technical issue beyond your control. On-time shipping metric won’t recognize tracking added after the shipping date, and orders older than 3 months will not count toward Star Seller metrics.
Orders that don't have tracking because they are delivered or picked up in person are considered shipped without tracking, and do not meet the Star Seller criteria for shipping.
Average review rating
In the Ratings section, you can see your shop’s rating average for reviews over a period of time. The goal is for your completed orders to have an average rating of 4.8 stars during the review period. This will earn you the "Rave reviews" badge, and get you one step closer to Star Seller.
Orders
Changing your shop currency results in a reset of your order and sales progress for the month. Adjust currency settings only if it’s absolutely necessary.
The Orders section shows the number of orders you have completed within a Star Seller review period.
To be a Star Seller, you need to have received and fulfilled at least 5 orders within a review period. Orders that are canceled are not counted toward Star Seller. This section won't appear in your dashboard if you've already met the 5-order minimum.
Sales
The Sales section calculates the sales you made within the latest review period. This doesn't include shipping or any additional taxes collected. The items sold must meet certain thresholds, shown in the table below, within a review period. Canceled orders aren’t counted. This section won’t appear in your dashboard if you have already met the sales criteria.
|
USD |
$300 |
|
GBP |
£200 |
|
EUR |
€250 |
|
CAD |
$350 |
|
AUD |
$350 |
|
All other currencies |
$300 USD |