Message response rate incorrect

[TinySquarePixel]

Hello, I respond to customer messages straight away usually within 30 mins and always within an hour, yet my rating has dropped from 99% then to 97% and now to 94%, something is not working correctly. 

I have noticed that when I respond on mobile I get a notification saying great job for the quick response, but if I reply on desktop I don’t get a notification, is there a problem with the desktop recognising you are responding to messages perhaps?

[TheHomespunLoft]

Go to your dashboard  in the star seller section and download the files that show you what message Etsy says you missed-- then if you can prove they are wrong-contact Etsy and fight it out with them..We are just other sellers here and can't fix things for you.

I am on my laptop and have no issues with responding to messages.

[TinySquarePixel]

Thank you for your response. I was not asking anyone to fix my issue. I posted this to see if anyone else has this issue and may be able to help. 

Thanks. 

[BagmakerSupply · Accepted solution]

@TinySquarePixel: The best thing to do is to check 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. 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.

[TinySquarePixel]

Thanks so much for your help. I will check that. Much appreciated. Thanks again.