Your Etsy message response rate shows how many of the first messages buyers send you are answered within a set time: for the Star Seller badge you need to reply to 95% of first messages within 24 hours, and for Etsy's customer service standard to 80% within 48 hours. Only the first message in a conversation and new "help with order" requests count; later messages in the same conversation and spam don't. Etsy's auto-replies also count as responses. This guide explains how it's measured, how to set up quick replies and auto-replies, vacation mode and Etsy's messaging rules.
How is the Etsy message response rate calculated?
Etsy evaluates messages with two separate measures:
- Star Seller: Reply to 95% of first messages within 24 hours. This measure also determines the "Speedy replies" badge.
- Customer service standard: Reply to 80% of first messages within 48 hours. According to Etsy, if this and the other standards aren't met, your search visibility may drop and you may lose eligibility for Etsy Purchase Protection.
Points to note in the calculation:
- What counts: the message in which a buyer contacts you for the first time, and a new "help with order" request.
- What doesn't count: follow-up messages in the same conversation, messages marked as spam and messages in Etsy's system folder. "Make an Offer" messages are also not counted in Star Seller's 24-hour measurement.
- The review period is the last 3 months. Messages received in the last 2 days of the period may be excluded from it to allow time to respond.
- Marking a message as unread after replying doesn't restart the 24-hour window.
- If you receive no messages during the period, the message measure isn't counted toward your Star Seller eligibility.
For the badge's other criteria, see our guide on how to become an Etsy Star Seller.
How to create quick reply templates
The ready-made answers once known as "saved replies" are now called quick replies on Etsy. Instead of rewriting answers to frequent questions every time, you save them once:
- Open any message in Messages.
- From the quick replies menu in the reply field, go to View all > Manage quick replies.
- Use Add new to add a template; enter a title, the message text and a category.
- Save it. You can insert the template into your next message with one click and adapt it to the buyer.
Rather than sending the template as is, add the buyer's name and a sentence specific to their question. A personal reply builds more trust than robotic text.
Ready-made message examples for print on demand
Print-on-demand sellers most often get the questions below. Preparing templates for them solves half the work. Since most buyers are abroad, write your templates in English:
- Delivery date: Explain that the item is made to order, the processing time and the estimated delivery window. Keep this consistent with your listing's shipping profile; for the settings, see our Etsy shipping settings guide.
- Size and fit: Say where the size chart is and how the fit runs (unisex, slim, relaxed).
- Order changes: Because made-to-order production starts quickly, state clearly how long an address, size or color change is possible.
- Where is my package: Share the tracking number and the stage the shipment is at.
- Damaged or wrong item: Apologize, ask for a photo and state the solution (reshipment or refund). For return rules, see our Etsy return policy guide.
How to set up an auto-reply
An auto-reply answers a buyer's first message with text you choose while you're offline, and it counts as a response in your response rate. Etsy offers two types:
- Temporary auto-reply: For times you'll be away for a set period. The maximum duration is 5 days.
- Weekly auto-reply: You set a recurring weekly availability schedule. First messages that arrive outside your available hours get an auto-reply. Etsy asks you to select availability on at least 4 days a week and for at least 8 hours a day.
Both types go only to a buyer's first message. If you sell from Türkiye to buyers in the US, some messages arrive at night because of the time difference. A weekly auto-reply keeps those messages from missing the 24-hour limit. Still, an auto-reply doesn't replace a real answer: say "I've received your message and will get back to you within X hours," then write the actual reply within the time you promised.
Vacation mode and messages
When you take a longer break, you can turn on Vacation Mode. If you set an auto-reply in vacation mode, it replaces any other active auto-replies you set up in Messages. Reply to pending first messages before turning vacation mode on, and always fill in the auto-reply during the break so buyers know when you'll be back.
Messaging a buyer from an order and attaching files
To write to a buyer about an order, find the order on the Orders & Shipping page in Shop Manager and use the Message button. That way the message stays linked to the order. You can attach images or documents to messages:
- Up to 3 files per message
- Formats: .jpg, .gif, .pdf or .png
- Size: up to 10,000 x 10,000 pixels or 100 MB
This attachment feature is enough to send a buyer a preview of a personalized design.
Etsy messaging rules: what to watch out for
Etsy scans messages with automated tools and reviews them manually when needed. The aim is to catch spam, scams and attempts to direct buyers to pay outside Etsy; Etsy may block some messages. So:
- Don't direct buyers to pay outside Etsy, and don't share contact or payment details for that purpose.
- Don't send unsolicited advertising or promotional messages to people who haven't written to you.
- Don't offer discounts or gifts in exchange for reviews. For the rules on asking for reviews, see our guide on how to get Etsy reviews.
- Keep the conversation on Etsy. If a case is opened, Etsy looks at the messages; a good message history protects you.
- If you receive a harsh or threatening message, don't argue; report it to Etsy.
Reduce "where is my order" questions with Printmeet
In print-on-demand shops, most messages are about order status and shipping. On Printmeet you can track the production and shipping status of your Etsy orders from the dashboard; orders are produced and shipped by our production partners in the US. Having tracking information at hand lets you answer these questions in minutes with a quick reply template. See the product creation and sending to Etsy flow on the how it works page.
Frequently asked questions
Do auto-replies count toward the Etsy response rate?
Yes. Temporary and weekly auto-replies sent to a buyer's first message count as responses in both the Star Seller message measure and the customer service standard.
How many hours do I have to reply to messages for Star Seller?
You need to reply to at least 95% of the first messages you receive in the last 3-month period within 24 hours. Follow-up messages in the same conversation and spam don't count toward this rate.
Where are Etsy quick replies (saved replies)?
Open a message in Messages and go to View all > Manage quick replies from the quick replies menu in the reply field. Use Add new to add a template with a title, text and category.
How long can a temporary auto-reply stay on?
A temporary auto-reply can be set for up to 5 days. For longer breaks, turn on vacation mode and use its auto-reply.