Incorrect Response Rate for Star Seller Badge - Etsy App discrepancy vs desktop site

[MadeWithBlackLoveLLC]

There is a discrepancy between what my message response rate reflects and what my actual response rate is. I contacted Etsy support and they directed me here.

When I am out and about, or possibly in bed, I use the Etsy seller app to respond to messages so that I can meet the 24 hour response time without issue. However, I recently used the app to respond to a message within minutes of receiving it, only to receive what I'm guessing was a push notification containing the same help request the day after I'd already responded.

While I see in the Etsy seller app that I sent a duplicate response 2 days in a row (the first response well within the 24 hour period), I only see one response on the desktop website view of my messages. To prove this even further, the desktop message count for this message thread says there have been 4 messages exchanged, but only show 2 when opened.

Additionally, I am located in Hawaii while the buyer is located in Africa. I'm not sure if our locations have affected the glitch, but thought it was worth mentioning.

I do believe this continues to happen to me with no resolve, as I was once consistently a star seller and make it a habit to promptly answer customer messages, but have noticed that my response rate seems to stay at 89% since I downloaded the most updated version of the Etsy seller app, despite my urgency to answer messages well within 24 hours. As this disrupts potential sells and Etsy support doesn't seem to handle these issues, I would appreciate someone from Etsy's technical support to reach out about this issue so I can provide evidence of the app and desktop discrepancies. I have seen others who echo this issue, and think that it isn't an isolated event. Thank you. 

[CryzalisDesigns]

The app is notoriously glitchy when it comes to messages and notifications on top of this, during the past 3 weeks normal messages have ended up in spam affecting stats for several sellers.

Have you checked your spam folder from your desktop to make sure it does not contain messages unanswered from customers?

I would download your message stats from the starseller page and compare to see what is causing the drop in stats

[BagmakerSupply]

@MadeWithBlackLoveLLC: Have you checked the applicable CSV file available on your Star Seller page to confirm which new Message threads Etsy thinks were unanswered or answered late?

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. Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

"... I would appreciate someone from Etsy's technical support to reach out about this issue ..." Just so you know, even if Etsy Support or the Help Pages sent you here this is a seller peer to peer forum, and should not be considered a way to contact Etsy, if that is your hope (although Etsy does sometimes read and reply to posts).