Message response rate drops from 100% to 91% despite having no new messages?

[TheCreativeDoughCo]

Until yesterday I was on track to become a Star seller. Dispatch 100%, reviews 4.8% and message response rate 100%. Suddenly, and with no new messages in my inbox my response rate is dropped to 91%.

How can this have happened? and how can it be resolved? Thanks  

[CryzalisMasksUK]

Have you checked your spam box?

Download your message stats, it will tell you why it has dropped. 

[BagmakerSupply]

@TheCreativeDoughCo: Check the applicable CSV file available on your Customer Service 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. Star Seller stats (and the CSV file) are updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not.

[BookShopApocalypse]

It honestly doesn't matter anyway because you have no recourse.  I've lost my star seller status several times, for not responding to messages like "Okay thanks!" because they sent it in a new thread instead of the existing.  There's no way to even see it's a new thread when you're reading your messages in email notifications.    

Aside from offering ZERO Seller Support, they have made it clear that Star Seller is 100% AI automated and they can't even manually do anything to help you with that, even when it's not your fault! 

Last night,  after being ghosted by support for a week and a half, I FINALLY reached a chat support team member RE: a shipping glitch in Etsy's system where they have been for no discernable reason charging buyers $1.31 for Priority Mail.   A lot of sellers affected.  No timeline for a fix. 

Anyways, after an hour of repeatedly clarifying and re-explaining what the situation (was trying to get my promised refunds after shipping these affected orders as I was told to do by Etsy)  -- this person just went ahead and literally just VOIDED all the labels I was due refunds on instead of actually issuing the credits as promised! 

So now all those affected orders in question (Which have already been Delivered and Reviewed)  are stuck on my Orders screen as OVERDUE!  Now, I'm on track to lose my Star Seller status this month --- Again, for Something non-sensical and incompetent that an Etsy support member did. And have STILL not been Refunded!   It's beyond time to just Boycott Etsy.   Their Business model is US.  And they give nothing back.  At All. 

[O2FRESHOxygen]

Have you bought something from Etsy recently and received a message from the shop you purchased from? That happened to me. I ignored the message, ugh!