~ We will be available on Monday to answer any questions. Or we should post a sign in the window (aka an auto reply) That says our shop is closed and reopens on Monday, please enjoy looking at our items in the sales window. The OP's complaint is unreasonable - it just takes one time a day convenient for the shop owner that we respond to messages and every message will be responded to within 24hrs. If ETSY shops lag in responding to customer queries, it will hurt the reputation of everyone who has a shop on ETSY eventually. Of all the metrics this is the most reasonable ETSY has come up with. When I was in the military and in the corporate world that was the standard minimum. If you are taking some personal or family time, turn on auto-reply with a brief message about when you will get back to them. (We refuse to use the "app" for customer communication so want to be at our computer - Less mistakes and the format is cleaner.) That's all it takes is one time every day that you set aside for present & future customer communication. Yes, every night after packing up our customers treasures we answer all messages for the day. We are running businesses and I think they picked a good compromise for small one or two proprietor businesses. What do you think is an appropriate length of time in which to respond? They decided on 24hrs. Customers want communication in response to their queries in a timely manner. Thank youĮTSY was looking for some customer service related metrics. We love you Etsy-very much-but please consider this portion of your new concepts. I will message you as prompt as possible and your custom order will be timely, Thanks.") One more comment-When an item leaves me-its time of arrival is out of my hands. I guess I can put up a new shop notice on my heading saying ("Nope I don't work to be a Star messenger shop (that is quite second grade) because I know I do my job and I do it well. It simply is not a factor that should be critiqued. It simply needs to be stated as normal (This shop generally responds within 24 hours), though weekends and time zones can alter that communication time.) Let's have total common sense on this one, Etsy. Can you see this point? Or you may message me from another country and it is turning a new day for me, or you, and then you have that discrepancy to deal with in time as well. If you message me at night from California-I may have already ended a day here across the other side of the United States, or here in America when you are in day-time in your country but I am in the night. I appreciate all of my clients, and have always answered with great time frame.
This is a craft oriented shop, with high tech lasers, and I simply cannot sit here answering messages all day or there would be no time to get the creations out, nor can I walk away from such a large device to do so. I am not faulting Etsy for who they answer or when they answer, nor should I be faulted. What you are saying to the sellers is ("you be on here every day -7 days a week, 24 hours a day-and answer incoming.") Etsy rarely answers in those time frames if they get to at all. The reasoning of this message response and deducting a point attribute is unreasonable. However, I do within 24 hours respond to the majority of messages, but when they enter the weekend meaning Saturday morning, I do not always sit here in focused messages nor am I always available to message back until Monday.
There are some that I do not speak with for various reasons. I speak with most who message during the day.
The reasons that I give is that I am on all day. I am concerned about the message response rate being part of the venue at all. Good Afternoon to anyone that is reading.
PLEASE TRY TO COMPREHEND FROM A SELLER'S POINT OF VIEW-YOU DO NOT SIT IN ALL OF OUR SEATS AND SOMETIMES NOT EVEN IN THE SAME COUNTRY OR TIME ZONE!!!!!!! WE LOVE YOU ETSY-BUT SOME CONCEPTS SIMPLY DO NOT WORK THE SAME FOR ALL PEOPLE ON ALL NETWORKS.
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