Inaccurate Message Response Time

[halfcentury]

For the 2nd time in a row I've been denied Star Seller status because my message response rate falls below 91%. This is not accurate. When I pull up the CSV it inaccurately shows no response to a thread between a buyer and I that is literally within minutes of each interaction and the CSV report shows the response time for the rest of the thread. I tried the Chatbot with no resolution offered. Is there a way of bringing this to someone's attention?

[BagmakerSupply]

@halfcentury: "... the CSV report shows the response time for the rest of the thread." Only the first Message of a new incoming thread is included in the CSV file. Usually this issue comes up because a buyer has started a second thread about the same issue and the first Message of one of the threads was not replied to. 

What happens if you look at the thread using the link in the CSV file? Does it show a response?

[halfcentury]

There's only a single thread between the buyer and I. The CSV shows one of the responses that is within minutes of the previous response as "No response".

[BookHorde]

Me too!! I checked my messages and it says everything from last month was answered within 24 hours. HOW IS MY PERCENTAGE LESS THAN LAST MONTH? Etsy math is incorrect. 

[BagmakerSupply]

@BookHorde: The August 1st badges and star were based on May, June, and July. Your current stats are based on June, July, and August. Most likely the May new threads not being counted anymore caused the drop. If you click on the 'Message Response Rate' card the popup will show you a breakdown of the calculation.