Message response rate inaccurate rating

[ArmyCraftCo]

Hi, so I’ve seen similar issues to mine, but not the exact thing, and I can’t figure out if they’re related. So with the new rating system, I have a yellow zone “fault” with my message response rate. The dashboard says I have an outstanding message from last night (Aug 28), at 7pm that I have yet to respond to and it is counting against me as a search result deterrent. I’ve checked, and refreshed and cleared out my message box and there’s nothing from yesterday—the last was from another seller a week ago. 

Any ideas?

[NanaLetha]

Check your spam folder.

[BagmakerSupply]

@ArmyCraftCo: Are you checking Messages using an app or a browser? If the former, check using a browser (even your mobile browser) as there are many reports of issues with the app. As @NanaLetha suggested, check your other folders, particularly the spam folder, in addition to the inbox just in case.

[ArmyCraftCo]

Yep. Checked both app and browser, and just checked spam. There’s nothing. *shrug*

[herflyinghorses]

I'm having issues too. I have "Send a reply within 24 hours" and "First message from a potential buyer" written in blue but I HAVE responded to them.

In fact there have been several back and forths in the same convo but are still showing as new messages. 

[ArmyCraftCo]

Super frustrating that this affects our visibility and yet it’s a glitch (or seems to be). 

[BagmakerSupply]

@herflyinghorses: "... are still showing as new messages." Based on the numerous threads about this, the new message banner not going away appears to be only a user interface glitch which is not affecting any stats such as Star Seller. There have, however, been reports about other Message issues that are impacting a shop negatively.

[DiamondWillowSticks]

same thing happen with me. 

[AzanaPhotoFrames]

I had a message from the buyer last night, I replied via my app on iPhone - (green banner) 'Nice work etc' - The buyer replied to thank me. However on my desktop PC now, it's saying on the (blue banner) "Send a reply within 24 hours" and "First message from a potential buyer" I messaged to thank her for the order...(green banner) 'Nice work etc' -

It was supposed to be from the initial message that would only need a response once on the same message.

So why prompt me to reply on both the app and PC? .... Imagine I'm on vacation without a PC!

[Giftbagsandkeepsakes]

Same here, I alway reply and my message response rate is so low because of this trouble 

[BagmakerSupply]

@AzanaPhotoFrames: Two separate issues here - the 'New Message' banner not going away seems to be a user interface glitch that is not affecting shop stats (like Star Seller) and is essentially an annoyance. But there have also been reports of replies made using the app disappearing.

Best to check the applicable CSV file on your Star Seller page regularly. Keep in mind that usually a new incoming thread is not included until after the 24 hour reply window has passed regardless of when you replied and that Star Seller stats (and the CSV file) seem to be updated only once per day so there may be an additional day's delay.

"Imagine I'm on vacation without a PC!" Try using the browser on your mobile device.