Message Response Rate stats causing massive confusion

[YiskaDesigns]

My message response rate is showing 100% so you'd think I'd be getting the speedy replies star seller badge, but the 100% is for responding within 48 hours which is the basic requirement, while star seller wants responses within 24 hours and that stat now isn't available so you have no idea where you're at unless you go in and download your data and manually check it. It's confusing and annoying and I wish they hadn't changed it. At least show both stats so we know where we're at!

[DesertChains]

I see mine under Customer Service Stats.

[SoigneTreasures]

If you can't answer within 24 hours set up your autoresponse.

[CarpetCollectionAU]

Customer Service Standards are the mandatory basic Service Level Standards set for Sellers. These are more "lenient" than the "aspirational" SSP metrics. CSS and SSP are two completely different thinds. There are no consequences for Shops failing to meet SSP, but failure to meet CSS may see a Shop lowered in visibility, placed on a PAR or put on Vacation Mode (to name just a few consequences)

Where "Speedy Replies are concerned, yes, Etsy gives Shops 48 hours to remain within CSS expectations, but only 24 hours to meet SSP requirements.

Many Sellers were completely unaware of the CSS and the inclusion of this data on what used to be the Star Seller Page in Shop Manager has been a big "eye opener".

[moonbeamgifts]

Something is amiss on the stats anyway - on the customer service page from the dashboard, my rate is 95% and on the email they sent for awarding the December star, it's 100%.    I have replied to each and every message so it should be 100% across the board.   

[TastefulArtisan]

Same here. I've never not had 100% on messages until a few weeks ago, maybe just a week, time is relative to me, but I saw my number drop to 98% so I checked the CSV and it was a message that I was never shown.

I never got a message from a potential client until she ordered and I sent her a message to thank her and saw that there was already a message. One I had never answered because it never showed up.

I check spam 2x a day and it hadn't gone there. It was about the same time I noticed that a few of my replies weren't showing even though I had responded.

Whatever happened to the 1 message that dropped my score cost me both the 2% (I know, not a big deal but it still chafes) and the sale.

She asked to cancel because she hadn't heard back from me about her question.

I thanked her for her order 20 min after she placed it and when I did she wanted to cancel for the reason above.

I did it but what I really wanted to ask her was why place an order if she was irritated she "didn't hear back". But whatever. 

It was a small sale so not a painful loss but it is irritating.

Really wish Etsy hadn't fussed about with messaging as it was pretty much the only thing that worked the way it was supposed to work.

[DumpsterFireOffice]

Something has to be very wrong this month. My stats are much lower than I would expect. I respond to all messages almost immediately.

[TheDustyPigStore]

My response rate is showing 91%, but I answer every customer immediately.  There’s duplicate threads in my inbox and it shows one as answered and the other as not, but I had a full conversation with the customers. I’m getting a percentage knocked off for a duplicate that’s not answered.  Same person, same message and time! 

[BagmakerSupply]

@TheDustyPigStore: "I’m getting a percentage knocked off for a duplicate that’s not answered." Unfortunately as it says right on your Customer Service (Star Seller) page and elsewhere, you need to reply to (or mark as SPAM) 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.