Error in message replies

[1UpYourGame]

Hi, my message reply rate for this cycle (and last) was low, as if I didn't reply to a message.

However, when I look back at my message history, I have replied to all messages within 24 hours (other than a junk mail message from Etsy).  I did receive one while my shop was in vacation mode, but an auto-reply was sent.

How do I figure out what the issue is, and prevent it from happening again?

Thanks!

[dippeldiundscribble]

@1UpYourGame „other than a junk mail message from Etsy“

Legitimate messages from Etsy do not count. If this particular message counted, it was most likely not from Etsy.

How to know if a message from Etsy is legitimate:
https://help.etsy.com/hc/en-us/articles/360000343128-How-to-Handle-Scams-and-Suspicious-Messages#h_1

[1UpYourGame]

Thank you, it was a legitimate message from Etsy.

[dippeldiundscribble]

@1UpYourGame 

If that was a legitimate message from Etsy, you must have missed a completely different message.

As @ArtDollsbyJD suggested, you should download the CSV file to see exactly which message you have missed.

Go to your Star Seller dashboard (Customer Service Stats) and scroll down to the FAQ section.

https://www.etsy.com/your/shops/me/customer-service-stats

Frequently asked questions -> Messages -> What messages count towards the message response rate?

Your message response rate is based on just the first message in a conversation, not ongoing conversations. This means you just need to respond to the first message within 24 hours. This applies to messages both from buyer and seller accounts. Messages from Etsy staff do not count toward your response rate, and neither do messages that you mark as spam. You can also now find a breakdown of your message response rate score by downloading a CSV.

[1UpYourGame]

Thank you!  The CSV made it clear.

[ArtDollsbyJD · Accepted solution]

Check the CSv for messages and see which ones Etsy said were not answered.  Do you check the spam folder?  Legit messages have been ending up there and they do need to be answered within 24 hours. 

[1UpYourGame]

Thank you! The CSV made everything clear, apparently I missed a reply in early December by a couple of hours.