Message Response Rate is Missing Several Recent Conversations

[MiamiSupplyCo]

Hello, 

I'm writing regarding my "Message Response Rate" as it's one of the target required for being a Star Seller. I believe that I am missing several recent conversations from my tally as my number of responses and percentage has been static in over 10 days. I have downloaded my log and do not see them there either. 

I'm posting here as was suggested by the Etsy chat bot. 

Thank you in advance.

[NanaLetha]

Did you check your spam folder.

[MiamiSupplyCo]

Thanks for the reply, and yes, nothing in there. 

[BagmakerSupply]

@MiamiSupplyCo: "... I have downloaded my log and do not see them there ..." Keep in mind that the Star Seller metric is NOT all new Messages but only the first Message of all new incoming threads, and only that Message is in the CSV file. Also unanswered Messages sent to SPAM within the 24 hour reply window are not counted.

[MissPussinBoots]

Also, there have been several forum posts about the App not logging in your responses to messages, as if you NEVER RESPONDED even when you did. Your message just disappears (poof) and then you're dinged for 'not responding within 24 hours'.

[hopeandjoystudios]

I wonder instead of penalizing everyone for the snafu if they didn't just delete that few days info from  the stats? An easier fix. 

[TheHomespunLoft]

@MiamiSupplyCo 

Etsy knows about this-- I have  complained to them lol. ( a few times this month). the last personI spoke to  told me they would send it onto their team that handles this sort of thing. 

It musta worked because now my other shop is fine.. the missing messages have been credited.. it took about 2 weeks to get them tallied.. and 3 chat sessions.

Maybe try contacting them yourself again.. after I get a bot.. I just keep saying that I still need to chat with a human rep.. and I get one eventually.

[KirahleyKreations]

I have experienced this same issue. My star rating shows that progress is not quite there for the upcoming September badge, so I do some investigating... A client made a purchase with my shop and sent a follow up message after she ordered. On the app I had to "accept the message, or report as spam". I accepted the message and then it populated her TWO previous messages into my inbox from 6 days prior! There is just absolutely no way at all that I missed these. Customer service is SO important to me and I check several times an hour for any messages and respond to clients asap. I reached out to Etsy who at first said there was no bugs or issues, a second representative helped ans said it was likely a bug which they sent a ticket to the tech team. Now I am just waiting to hear anything back. I also get personal email notifications every time a client sends a message through Etsy, and I do not have the 2 original messages from her at all. It only shows messages from the date when I manually accepted her message in the app. SO frustrating!

[TheHomespunLoft]

@KirahleyKreations 

I would go over your CVS AND your messages again.. match everything up.. and if there is a discrepancy-- then do chat again. 

As I said- this month I have had problems with message counts on Both shops.. I contacted them 3x and it got resolved. Stay on chat til you get a human-- You can tell the difference between a human and a computer talk.

I do think it is good to make sure you get emails also when you get a message-- for me it is a PITA to do that.., but after the problems this month-- I added them to my list. And I take screen shots now of things.

Etsy wants SS badge to be so impt.. the least they could do is to make sure the things that count for it work correctly. IMO.

Make sure you know that for SS badge you have to respond to ALL messages-- even if they are dups. the first message in YOUR thread is what to make sure you respond to. If you did that.. get your proof and go back to Etsy.

[BagmakerSupply]

@KirahleyKreations: There have quite a few reports in the forum about issues with Etsy Messages and the apps. The consensus is that a seller needs to check their shop for messages and orders at least daily via a browser (even their mobile browser) until these issues are resolved.

As suggested, check the CSV file from your Star Seller page to confirm which Messages Etsy thinks were not answered or marked as SPAM within 24 hours.

It has been suggested to NOT mention Star Seller when trying to get these types of issues resolved otherwise support may just default to the 'we cannot adjust Star Seller stats' response.

[AllGold14k10k18k]

I have bad news for you… The same thing happened with me when moving two messages from the same buyer, from spam to my inbox. I got dinged in my stats for answering one and not the other, though only the first message from a buyer SHOULD count in the stats. I spoke to four people from Etsy in a chat. Three agreed there was an issue, but there is nothing they could do except let their technical team know. This was the at the end of December 2024. So nothing has happened in the four months since your issue occurred. No surprise there….  

[ArtDollsbyJD]

@AllGold14k10k18k   If these were two separate new messages then both needed to be answered.  It should have been answered from the spam folder rather than moving them.

Also the last two days of the month do not count for the next month.  So the end of December does not count for January but will for February.

And is there a glitch? Chat is outsourced and don't often have the best information.  If there is a glitch it is most likely way down on the list of items that need attention.  It would have to at least a quarter of sellers to have such issues for Etsy to spend time on.  /

[ArtDollsbyJD]

If they were new did you accept to reply to the message?

Do the responses show in the stream of messages?

THere have been some issues stated but not sure if this is what some were talking about. 

Contact Etsy.   

[TheHomespunLoft]

@KirahleyKreations @BagmakerSupply 

I don't use the app at all... If I want something resolved pertaining to Star Seller then that is what I talk about to Chat Human.  How else would Chat know what the problem is?

I would just do what you think is best to say.

[KirahleyKreations]

Thank you all for the comments and advice. Most all of my work is done on the actual computer. It is only when I am away from home, that I occasionally reply to clients on the app if a message comes through. I've gone over my CVS, I know exactly which message was flagged as not meeting the response within 24hrs. 

Here is the break down again to answer some of the questions posed...

- The client sent me TWO separate messages with pictures for a custom request on 8/12.

- I did not get either of the messages on that day through the computer or the app.

- The client ultimately made a purchase 6 days later on 8/18 and sent a follow up message asking about her custom requests. 

- When I opened the app 8/18 it stated "a potential customer is reaching out, accept message or report as spam".

- Once I accepted the message, then it populated the 2 previous messages in the same thread from 8/12, which I was only just seeing for the first time.

- As previously mentioned I also get an email notification every time I have a message, ora  sale etc from Etsy.

- BUT, if I go to my email history it only shows messages from this client only on 8/18 and after. The ones she sent on 8/12 I never received at all.

- Which to me means that Etsy likely sent them to spam or something, and I was never was notified through email either.

- I get between 2-3 messages a day asking for me to either accept the message or report as spam. I always accept them.

- This is the first time I have ever encountered this glitch and it's beyond frustrating that I do my best to stay on top of everything and then for them to say it's basically my fault. 

- Nope. My OCD can tell you I did not get the original messages on 8/12.

- I did a chat with 2 reps yesterday who were definitely live humans. The first said she could not find any errors, the second said it did sound like a glitch and he was sending a ticket to the tech team.

- I have no clue how the tech team resolve this, or how long it will take.

[TheHomespunLoft]

@KirahleyKreations 

The original problem with this acct that started the whole mess with me was similar.. Etsy said I missed a message... Like you I am connected ( well for me like 24/7!).. anyways. I also get email notifications.. I had none that I missed.. nothing was on my convo page either-- in spam, or email or otherwise.. I checked my CVS-- the message was only there and no place else.. I checked that message on the CVS and put it in to SPAM (which it really was) and then I contacted CHAT.. and got a human.. I asked them how could I respond to a message that I never received and didn't even know about?.. it was only in the CVS folder. and I would have never seen it if I didn't get that ding.,.AND I took screen shots along the way.. they asked to see my screen shots which I sent.. and told me it was a glitch and said they would pass it off to the correct dept..

It took about 1 week to fix.. All is well now and that missing message is totally gone from my CVS and everywhere that I know where to look.

[KirahleyKreations]

@TheHomespunLoft

Thank you so very much for all this info! Both of these certainly sounds like very similar occurrences. I am glad to know that you were able to resolve your issue! Gives me hope that mine will eventually be resolved as well. Thank you!

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