Message Response Stats

[VintageVivant]

We were on vacation and I missed a timely response to customer...yep, my bad!  This was on August 4th.  It immediately brought my score down to 93%.  It was early in month and knew that it would slowly rise given the volume of messages I get per month.  I've downloaded my message report, and while it says "as of 8/30" the last message posted is 8/22.  I've had 8 messages successfully answered w/in a few hours yet they are NOT factoring into my score improving.  I've had 3 people do the math for me and all concurred, my % should be 96% minimally.  

[BagmakerSupply]

@VintageVivant: It appears that a message will not be counted until after the answer by deadline has passed. Plus you are caught in the month end havoc where somethings seem to spill over into the following month.

[VintageVivant]

Thanks for taking the time to help me understand....I'm not sure I understand the first part of your response...the answer?  The last 2 messages that I answered were yesterday afternoon.  I realize that the LAST day of the month doesn't factor into the equation (as stated in info), but since Aug 22 I have had 8 successfully answered messages and they are not even listed on the report.  

[hopeandjoystudios]

Etsy is a bit hazy about end of the month data cutoff times. One would THINK it would include the last day of the month and certainly  data from the last week.  My GUESS is they have it figured in 30 day months and on 31 day months the last day is dropped.

[BagmakerSupply]

@VintageVivant: Should have said reply by deadline. What I meant by answer by deadline is that if a message is sent to you at 12:00 noon Tuesday, you have until 12:00 noon Wednesday to reply. Note that Etsy definition of 24 hours may be different than example illustrates.

Are you keeping in mind that the metric is really the number of new THREADS that have been replied to within 24 hours? Are any of the messages you are counting part of a previous thread? Only the first message of a new THREAD appears in the CSV file.

[BagmakerSupply]

@hopeandjoystudios  :  Time zones also play an issue - a message sent at 12:01 AM UTZ on the last day of the month would not be late until 12:01 AM UTZ on the first of the next month. Etsy has already said they calculate using UTZ. You need to do your own math to figure out what those times are for you. And if you are correct about some other calculation delays, errors, etc. then that just complicates it even more.

[HazelsSewingSupplies]

It takes a ratio of 19 answered to 1 unanswered to achieve 95%.  Do you have that many messages over the period involved?