Message reply status incorrect

[TheCreativeVAShop]

My star seller message response rate status shows that I didn't reply to a customer email within 24 hours. I just chatted with Customer Service who confirmed this is incorrect. How can I get this resolved? 

[CryzalisDesigns]

If customer service confirmed it was incorrect, could they not send it to the right department for you?

[TheCreativeVAShop]

It seems like that would be the solution but they said they can't adjust my status or be involved. I was given this as resolution

[CryzalisDesigns]

Maybe one of the moderators could advice, if your stats show all messages have been replied to maybe they can get it to the right department 

[TheCreativeVAShop]

That would be wonderful. Thanks for the suggestion. Moderators?

[ArtDollsbyJD]

Etsy has said that they will not make changes when errors occur.  It's in the star seller information. 

And Admin aren't always around or can answer everything on the forums. 

[BagmakerSupply]

@TheCreativeVAShop: Have you looked at the applicable CSV file available on your Star Seller page to confirm which messages Etsy thinks you did not answer within 24 hours? While Etsy has said that they will not adjust Star Seller stats, some of the moderators have been able (in some cases) to correct the underlying data (at least for shipping) and then the Star Seller stats auto update - but not retroactively.

[TheCreativeVAShop]

Yes I've seen the message and I have shared a screenshot with customer service showing that I did reply. I hope it can be corrected.

[TheCreativeVAShop]

Yes I've seen the message and I have shared a screenshot with customer service showing that I did reply. I hope it can be corrected.

[CryzalisDesigns]

@HerrMoostache

@ModMatt 

Is there anything you can do to help @TheCreativeVAShop ?

[ArtDollsbyJD]

Go back and check the message itself to see what the time frame is and if that is actually the message.  It could be another message actually triggering the lowering.  

And the screenshot is the message system and not the message system for refunds or other.  Those are not tied into the message system.

[TheCreativeVAShop · Accepted solution]

I went back and looked at the message history. It turns out what happened is the customer sent 2 separate messages, one after another with the same content. I guess I just missed the 2nd duplicate message

Thanks for your input.