Message Response Rate

[SisterlineDesigns]

Hello! I am having an issue with my responses to messages not being accurately recorded. Within the last week, I promptly replied to 3 messages. Each reply was definitely within 24 hours, in fact the replies were within the hour. I am confused why those are not recorded and included in my rating. It’s a little frustrating because I otherwise would have achieved Star Seller status. Has anyone else had this problem? And, are there any tips to make sure that my responses are accurately represented? Thank you for your help. 

[BagmakerSupply]

@SisterlineDesigns: Where these messages all new threads? The Star Seller metric is NOT all new messages but only the first message of all new incoming threads. Also a new thread is not counted until after the 24 hour reply window has passed.

[SisterlineDesigns]

That makes some sense, for one of the messages. It was with a customer who had messaged me previously. However, there were 2 other new message threads that have not been counted and it has been past 24 hours. Thank you for your response! 

[Adorabilities]

It can take a lot longer than 24 hours for a message (or an order) to be recorded on the CSV. 

[BudgetableBunch]

I have had a similar issue.  I had a buyer contact me and request to cancel their order.  I replied and said that I canceled the order as they asked for.  It marked it as a new thread and not a response, showing that I never responded to their message so I lost my star seller status!

[WitticismsRus]

@SisterlineDesigns 

Were the messages on the last 2 days of the month? If so that's why. Help center explains here https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller-?segment=selling

"Messages sent on the last two days of the 3-month review period may be excluded from the current review period and counted towards the next period instead. This is to allow Sellers a full 24 hours to respond and not be penalized for messages received late on the final day of the review period"

[SisterlineDesigns]

That might be the problem.  It was from last week. 

[Posteralize]

The solution is simple. Welcome to september If you are still in august 24 hours later than reply, that counts. Otherwise, good luck for september

[StrangeWorkshopFR10]

Hi, I had the same problem. I have 3 messages that have not been taken into account for the month of August because they were received on 31 August. As a result, I've lost my Top Seller status because one of my messages received on a Sunday was answered after 24 hours.
I've contacted Etsy but they can't do anything, it's their data that's configured like that. It takes more than 24 hours for the stats to be updated.