Message Response Rate Error affects my Star Seller Badge

[GabiesKnitGoodies]

The past two months I have not earned start seller badges because my response rate says that it is at 93% within 24 hrs. However, when I download the message history excel file every single message listed has a response rate within 24 hrs. That is 100% not 93%. How can I get this fixed?

[mommawhazelsquilts]

Check everything.  I have never found Etsy to be wrong in their math.....lol

And, believe me, I have tried.

[GabiesKnitGoodies]

How do I contact etsy to get it sorted out?

[NanaLetha]

@GabiesKnitGoodies  check your spam folder. Sometimes Etsy moves messages to spam when they are not.

[GabiesKnitGoodies]

I have checked all folders and nothing was missed. Also etsy creates an excel file with every message and the response times. All are under 24 hrs.

[GlassyFields]

perhaps you now have 100% for the current next review period which and will get your speedy message badge on Jan 1 (or 2nd if the holiday slows things down).

Etsy updates star seller badges on the first (or 2nd) of the month.

[GabiesKnitGoodies]

I have maintained the 100% the past few months but the % they state doesn't reflect that. Even though the excel sheet they created for me to download shows every message and a <24hr response. So frustrating. 

[dippeldiundscribble]

@GabiesKnitGoodies 

Did you download the CSV file from the previous review period?

Go to Customer Service Stats -> Previous review period -> Download Message & Shipping History 

https://www.etsy.com/your/shops/me/customer-service-stats

[PrimFun]

Download the previous CSV file.  That will show your messages.  If the current is showing 100% then September messages might be the reason.  It takes a certain amount to override a low score.

[GabiesKnitGoodies]

I have one message that was <48 hrs but more than 24 a couple of months ago. I didn't realize that it would affect my current status. I thought that it recalculated each period. Thanks

[BagmakerSupply]

@GabiesKnitGoodies: "I thought that it recalculated each period" It is - the December 1st badges and star were based on September, October, and November, the January 1st badges and star will be based on October, November, and December.

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.

[mommawhazelsquilts]

Looks like I was right.  Etsy figures are never wrong.  That's why I said to "check everything...lol"

[AioniosWatch]

I got the exact same problem. I checked the report and one of the "unanswered" messages is just not in my list of received messages. The other is a blank message. From an unknown person, and no content. 

[GabiesKnitGoodies]

That stinks. I don't know how you'd get that fixed. Let me know if you figure it out!