0% response rate error - please advise

[GiddyDesigns515]

My spreadsheet shows one message on 11/15 that I did not respond to.  That is the only message listed on the report.  I've checked every inbox, trash, spam, etc. I did not receive a message on 11/15.  How do I have this corrected?

[GiddyDesigns515]

Also - I tried clicking on the link it provides for the supposed message on 11/15 and nothing comes up. It just takes me to my inbox.  

[PlatypusDream]

Etsy can not, and will not, adjust your Star Seller metrics.

They are run by bots and employees can't access them.

If you don't trust Etsy, set an Auto Reply so ALL messages are answered automatically.

Sorry, better luck next time.

[GiddyDesigns515]

I'm looking to report an actual technical issue.  The report says I received a message I didn't receive.  Either the report has an issue or my inbox does. Am I in the correct spot?  When I go to the help center, it says this is where to report a technical issue.  I'm not looking for opinions from other sellers.  Just a response from Etsy.

[Jewels2at]

I went to set up an auto response to messages...

The only two choices are a temp message that lasts 5 days, or a message that goes out weekly. 

Am I looking at the wrong thing?

[cindylouwho2]

@Jewels2at there is no auto-reply Message that "goes out weekly." There is one that lets you set a weekly schedule and leave it forever; you do have to answer the Messages that come in during your "working hours" - at least 4 slots of at least 8 hours a week - within 24 hours. https://help.etsy.com/hc/en-us/articles/115015654988-How-to-Send-Messages-to-Buyers?segment=selling#... 

So it would only be sent when you get a Message during your off hours.

There is no way to permanently set a reply that goes out 24/7 forever, as that would defeat the purpose of having a Message response rate. 

[DumpsterFireOffice]

I am having a similar issue. My response rate is much lower than I would anticipate. How do you download this report you mentioned?

[GiddyDesigns515]

In shop manager, go to Customer Service, then change to "previous review period" then "Download Message & Shipping History"

My download only shows one message on 11/15 from someone named George.  I don't have ANY messages from the 15th, let alone one from George???

[TinLizziAntiques]

OP, did you look on the Etsy Seller app on your phone or on browser? Sometimes the app can show messages you might have missed. A Help Request opens a message thread.

[GiddyDesigns515]

I'm on browser on my laptop 99% of the time.  I just now checked the app to make sure I hadn't missed something on the app, but it's the same messages.  None on the 15th and none from a George.  Thank you!