Incorrect Message Response %

[EverwindCreationss]

My message response is showing as 92%, however that has to be incorrect. I've only ever responded late to ONE message and it was spam. When I reached out to help support about this, they said my % was showing as 100% on their end. That was over a month ago and it still hasn't updated.

What can I do about this?

[audreytherese]

You need 19 new incoming messages to offset 1 missed message. 

You need to mark any spam messages as spam, otherwise Etsy doesn't know to omit it from the metrics. 

You can't mark as spam in the seller app, but you can do it in the buyer app or in any browser. 

A missed message will affect you for 3 months. 

[BagmakerSupply]

@EverwindCreationss: You need to confirm which message(s) Etsy thinks were unanswered or answered late using the the applicable CSV file available on your Star Seller page (previous period for December Star). The Star Seller metric for messages is very simplistic and binary - either you replied to (or marked as SPAM) that first message of a new incoming thread within 24 hours or you did not.

Star Seller calculations are simple math using data from the applicable three month period. The answered late message will be excluded from calculations when the month in which it was to replied by is no longer in that three month period.

Remember, as it says right on your Star Seller page and elsewhere, you need to reply to the FIRST message of EVERY NEW INCOMING THREAD within 24 hours. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else. If it is SPAM then it should be marked as such.