Etsy made mistake on star status reply to messages

[BeeoriginalCrafts]

I have been marked down to 92 percent because Etsy made a mistake on my customer response. It is marked as not responding, but I did respond in no more than an hour to a request on resizing a bracelet the customer ordered in an incorrect size.  Have copies of both her request and my reply and the time stamps on emails. This is the first time, it has happened before. I think there needs to more of a investigation before changes of star status is reported. 

[BootifulLabels · Accepted solution]

Did you have duplicate messages from this buyer?  Or did she open a Help Request which you replied to?  Even if a message is a duplicate, it still must be responded to, or marked as spam, within 24 hrs.  Also, if she opened a Help Request, that will automatically open a matching message in your inbox.  You must reply to this message, even if you have already replied to the Help Request.

[BeeoriginalCrafts]

I did respond to the message-I must have responded to the duplicate- what a mess

[BagmakerSupply · Accepted solution]

@BeeoriginalCrafts: " ... the time stamps on emails"  eMails are not counted for Star Seller, only Etsy messages. Have you checked the applicable CSV file available on your Star Seller page to confirm which message(s) Etsy thinks you did not reply to within 24 hours? (Remember the file is in UTC not your local time zone.)

[JJewellerySuppliesUK]

The system doesn't make mistakes.  Are you sure it is that message?  Go to your Star Seller page and click in the message box and then download the report.  This will tell you which one was missed. 

[BeeoriginalCrafts]

I responded to the message that was sent to my phone. Within minutes-

[MoonVinyl]

I've had the same happen to me.  It seems to be when customers message with the help request function rather than the 'normal' message.  There is certainly a problem here!