VanillaGurumi
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Message Response rate not getting updated!!

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Hi everyone! My message response has not been updated in a week now, it is currently at 90% since I did not respond to a customer that asked me to cancel his order (I responded to him through the cancellation process tho!) After that, I have received new "first messages" and responded them within 24 hours but my message respond rate is not getting updated!!!! I have contacted support 3 days in a row and they keep telling me that it is updated daily which clearly is not. If this does not get fixed, I am going to loose my star seller badge.

I have been advised by the person I spoke to in the chat to leave the issue here. Does anyone knows how this work? Since fortunately, is the first time I have reported anything on Etsy. Thank you everyone in advance!!

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Re: Message Response rate not getting updated!!

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Hi @VanillaGurumi,

 

We've double-checked your Star Seller, and it appears that your Message Response Rate has been updated. 

Thank you very much!

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Re: Message Response rate not getting updated!!

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I can't speak to why they are not updating - I understand it does take time.

What I do know is that it takes 19 replied to message to offset that 1 not replied to so a couple of messages not updating may not make that much difference unless a seller receives a lot of messages.

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VanillaGurumi
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Re: Message Response rate not getting updated!!

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Hi! Thank you so much for replying.

 

When I realised the 90% I had 9 messages responded within 24 hours and that message not responded. After that, I have received 7 new messages and responded to them withing 24 hours so I should be almost on the 95% they ask to keep the star seller badge. Hopefully they update it because is so so unfair.

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Re: Message Response rate not getting updated!!

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Check your messages.

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Re: Message Response rate not getting updated!!

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If you download the CSV, you can see which ones are counted, and which ones are not,

sometimes it takes a few days for the most recent ones to count

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VanillaGurumi
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Re: Message Response rate not getting updated!!

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Thank you for your response! Hopefully that happens before the next review on the 31st, I don't understand why they keep telling me in the chat that that info is updated every 24 hours when clearly is not

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Re: Message Response rate not getting updated!!

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it's probably updates every 24 hours,

but with the info from 2 days ago!

 

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Re: Message Response rate not getting updated!!

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@VanillaGurumi: Have you checked the applicable CSV file available on your Star Seller page? When you look at the file 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.

 

Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

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Former_Member
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Re: Message Response rate not getting updated!!

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Look at the CSV file and dump all of the ones it says you didn't respond to into the SPAM folder.

Wait 48 hours and then see what your % is. Should go back to 100%

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Re: Message Response rate not getting updated!!

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Hi @VanillaGurumi,

 

We've double-checked your Star Seller, and it appears that your Message Response Rate has been updated. 

Thank you very much!

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