I am missing a message that NEVER came through and lost my rating

[QiChi]

I never received a message on any of my browsers. I spoke with technical support they sent me here. 
there is a message that supposedly exists that I did not answer. The order was from 2019. There is nothing said anywhere. 
In another case, we spoke multiple times. Her last message thanks me again and even gives 5 star review. I had already thanked her previously so did not feel I needed to respond. Now I lost my five star rating through the holidays. This is going to hurt (already is). Why am I being penalized for a message that does not exist (both on Sept 1, 2023). 

[NanaLetha]

You only need 95% for message responses. There must be more than one unanswered.

[WitticismsRus]

@NanaLetha 

That's assuming the shop receives many messages. If they don't receive many then 1 missed message can easily drop them below 95%.

[PillowDetails]

* edited - sorry, you said the message was from Sept 1st of this year.

[PrimFun]

Check the CSV to see what messages are impacting.  Is it just this one and the buyer recently contacted you over the past few months.  Did you possibly respond on the order in the other area?  Messages are not connected to answering in any other area like on the order.  Is it possible you answered there/

The CSV will show the message and date.  Did you accidentally remove the message? 

Not sure why tech sends people here unless you were talking to chat.  If so those responders don't realize or understand we are only fellow sellers and can only guess why based on our experience.    

[WitticismsRus]

Its because the Help Center actually sends sellers here for issues with star seller.  Live chat and phone call back support basically just repeat whatever help center says.

https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller-?segment=selling

First gray highlighted bit says

"... If you think your Star Seller score was calculated incorrectly, you can let us know in the Technical Issues forum."

[hopeandjoystudios]

Because it is a dust off..they know we can't help and if there are enough reporting the same issue at the same time "Shipping labels won't let me buy a label" etc. they might do something about it.

[WitticismsRus]

I know that the phone support and live chat support folks tell you to post here for help but it's just us sellers here. The live chat and phone call back support people are just a call center folks. They are very very limited in the issues they can help with and pretty much just repeat what's in the help center articles. Unfortunately the Help Center article says the same incorrect thing- to post here.

Here is the link https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling

it says "Etsy Support can’t make changes to your Star Seller data or manually award Star Seller badges. If you think your Star Seller score was calculated incorrectly, you can let us know in the Technical Issues forum."

But they changed this to a peer to peer support forum a few years ago so it's just us sellers here sadly. Occasionally an admin will pop in if there is a major issue going on but generally it's just us sellers. If you need more help from etsy support you will need to contact them again but this time use the email option. That is the only one that will get you to an actual etsy employee vs the call center folks.

[PepperandPomme]

I sent a help request to another seller regarding an item I purchased. My message is showing as sent, but it’s also stating there are two other messages in that conversation, but they are not loading. It was also showing my sent message as a new message for me. Anyone having problems?