Incorrect Message Stats

[FullBobbinDesigns]

Etsy message stats claim 1 message was not replied to within 24 hours, this is incorrect.  My messages clearly show they were replied to within good time.  Etsy date stamps differ to my actual messages.  How do I get this resolved?

[WitticismsRus]

@FullBobbinDesigns 

"Etsy date stamps differ to my actual messages "

That may be a time zone issue. Star seller bits are in UTC time zone not your time zone or etsy time zone (east coast).  A message later in the day could easily be counted as the next day in UTC time just depends where you are located and the time difference. I'm in California so UTC time is 8 hours ahead of my time. It does impact things on the last day of the month.

Edit to add- ignore all of the above sorry. I should have looked at your location before posting. Pretty sure the UK is also on UTC time yes? Or GMT which is the same as UTC yes? No? I don't know...I'm questioning my own brain now and I'm totally blaming it on our dumb daylight savings time change here haha

[CappuccinoLace]

@WitticismsRus  We are on GMT, which is the same as UTC.

But until 29th October, we were on BST (british summer time) and were an hour ahead of UTC.

This could be the time difference the OP was mentioning, if they were looking at messages in October.

[BagmakerSupply · Accepted solution]

@FullBobbinDesigns: Are you basing this on the applicable CSV file available on your Star Seller page? As mentioned, when you look at the file remember that that the dates / times are in UTC (not your time zone). Only the first message of a new incoming thread is included (all that counts for Star Seller), and usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied. Star Seller stats (and the CSV file) seem to be updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not and you can do the verification math yourself.

Unfortunately Etsy has made it clear that they will not manually adjust Star Seller stats. However they have sometimes been able to correct errors in the underlying data and then the Star Seller stats will auto update (but not retroactively).