Incorrect Message Response Rate

[FleetwoodCandles]

I have one message that was sent to me this month and I replied within 6 hours of receiving the message.

Etsy is saying that I have a 0% response rate.

[BagmakerSupply]

@FleetwoodCandles  :  Was this message a NEW THREAD ?   The Star Seller metric is that the FIRST message of a NEW thread must be replied to within 24 hours, other messages are not counted.

[HtoHdesign · Accepted solution]

Hi there!

Please note that if the buyer sends a help request message you need to reply to the help request instead of messaging the member using the direct message. The help request message is counted differently from the direct message from other users.

Thanks!

[FleetwoodCandles]

Yes, the buyer messaged me and I messaged them right back. It was the first thread.

[BagmakerSupply]

@FleetwoodCandles  :  If the message is recent, the stats may not yet have updated. Have you checked the appropriate CSV file from your star Seller page? It will tell you what messages (new threads) Etsy thinks you have not replied to.