Incorrect Customer Service Stats

[ReliableSprout]

My Customer Service Stats currently report a 92% response rate for "first messages" within 24 hours, which is inaccurate. I've consistently replied to all messages (new and otherwise) within 24 hours since December. Furthermore, my stats reflected a 95% response rate last month (February), during which time I replied to every message within 24 hours. I was shocked to see my stats fall today.

The only thing I can possibly think of that could have caused this: It seems that "First Response" Messages from my desktop do not register in the same way as those sent from the Etsy app on my phone. When I respond via mobile, I receive a “Nice job!” notification from Etsy, but not when replying from my desktop.

My shop maintains a perfect 5-star review rating, and I am proud of the positive feedback from my customers. If necessary, I can provide screenshots of my customer correspondence to demonstrate that my response rate is consistently 100%. Additionally, I send no fewer than two production messages to every buyer during the course of completing each transaction, and I can provide those as well. I wish Etsy cared about this as much as they care about responding to "potential buyers", because I know it goes a long way in my credibility with customers.

While I understand the Star Seller Badge does not directly impact sales, losing my badge has been discouraging and has diverted my focus away from providing excellent service. For example, I have orders to make and ship right now but am spending time posting a message to a board here on the site without knowing who reads it. Hopefully it at least helps other sellers in the same boat! 

[GieseDeseiGns]

Yes the app can be glitchy I always try to use browser on phone when answering messages. I got dinged a year ago because I answered in the app and it didn't go through, so now don't take any chances.

[ArtDollsbyJD]

Did you check the spam folder?  Legit messages can end up there because a buyer sending many messages at one time can have their messages marked as spam.

Look at the CSV for messages to see which ones caused the issue?  Is it ones from the app or is it something else?   

[EarringsOfGemstone]

I am having a similar problem, my stats just dived down to 86% overnight from 93%! I have failed to reply in time to one message once, yes once, for as long as I can remember which was because I had an internet outage back in January due to storm Eowan. Have contacted Etsy support but frankly don't understand their answer and got told to set up automated replies (already have) or post here! It can't be right. Hope you get things sorted.

[vintageNCtreasures]

Sorry but Etsy support won't do anything nor change your % for not answering a message for any reason.

There's nothing to sort out. 
You missed replying to a message within 24 hours.

One missed message can lower the % a lot especially if you don't get a lot of messages. 

Star seller only counts the previous 3 months.

Star seller for March is based on stats from Dec, Jan and Feb.

Star seller for April will include stats from Jan, Feb and March.

That unanswered message from Jan won't drop off until May and May will include stats from Feb, March and April.

[vintageNCtreasures]

Info below from the help pages on how the % is figured on messages.

How to Track Your Progress Toward Becoming a Star Seller – Etsy Help

Message response rate

The Message response rate section of your Customer service stats shows information about your response time in Messages. 

You’ll see the percentage of messages that received a response to the initial message within 24 hours. “Initial message” means the first message in a single conversation with a buyer, also known as a “thread.” You must respond to 95% of all your initial messages within 24 hours to qualify for Star Seller and receive the "Speedy replies" badge.

Message response rate is calculated by dividing the number of new messages you’ve responded to within 24 hours by the total number of new messages you've received during the calculation period.

Messages sent on the last 2 days of the 3-month review period may be excluded from the current review period and counted toward the next period instead. This is to allow sellers a full 24 hours to respond and not be penalized for messages received late on the final day of the review period.

[LadyWhoLovesBirds]

I couldn't be more frustrated about this issue. I have lost my Star Seller status for May because of it. I received and responded to 4 messages on the 29th of April, but they did not count. So upsetting. It doesn't make sense to me that Etsy's policy regarding NOT counting messages on the last two days of the month is to prevent sellers from being penalized for NOT responding. Instead, those of us who DO respond are penalized. And I realize Etsy has posted this if one searches for it, but really, they need to make adjustments to Star Seller criteria. Instead of saying February 1-April 30th to qualify, they need to say January 28th-April 28th. What they are doing undermines seller trust IMO.