We replied to 21/22 messages within 24 hours in the last star seller cycle.
4 of them aren't on the CSV, making our score 94% (June 1st-August 29th), and not 95% (actual percent responded to within 24 hrs during the scoring period (June 1st-August31st).
The rep I chatted with, Charlotte, typed out some basic math to me in the chat "18-1=17, 17/18=.94, .94=94%" and told me that "Messages sent on the last two days of the 3-month review period may be excluded from the current review period and counted towards the next period instead. This is to allow you and other sellers a full 24 hours to respond and not be penalized for messages received late on the final day of the review period."... I said to connect me with someone who could fix the issue, that didn't happen. Then I said to open a case and escalate it. I was then mysteriously logged out of my account entirely, and the chat was closed before I could reply or rate her service? How odd. And now I can't click on anything that lets me chat with Etsy directly. Hmm.
So what I learned is... the period to have earned a badge this cycle was actually June 1-August whenever, or possibly May 28th-August 28th? 29th? Regardless, it isn't the actual dates communicated to sellers within which we are meant to have met certain criteria.
Charlotte thought I should open this up to tech support as a bug, which is odd since she explained it to me as a feature of the program.
We did what we needed to in order to fix our score and get back to star seller status and we don't get recognized for it and are told to wait another month. I'd just like the badge we worked so hard for.
