Customer Response stat inaccurate

[WhatDuhBot]

Is anyone else seeing customer response times showing as "no response" on the star seller stats?  I responded within minutes of two customer inquiries and the Star Seller app shows "no response".  I sent an email to support and they said there is no issue.

[ArtDollsbyJD]

Did you look immediately?  Wait a bit before checking.  It can take 24 to 48 hours for the information to be displayed.

[WhatDuhBot]

Yes, it has been several days since the responses.  Today is day 5 so it should be updated.

[TonsOfPaper · Accepted solution]

Hello @WhatDuhBot,

We've double-checked the messages that are affecting your Star Seller, and it appears that the buyer sent you messages via two message threads. However, only one message thread received a response. Please note that messages from the same buyer will now be consolidated into fewer threads. But when a buyer reaches out via the Help With Order request, a new thread will be created which needs a response separately. These types of message threads need to be responded to in 24 hours to be counted positively toward your Star Seller score. New threads will now have notification badges showing if a message is a buyer’s first time contacting you, or a new help with an order request. 

For more information about this, you may check out the Message Response rate section in this Help Article.

Thank you very much!