Message response rate is inaccurate.

[BourbonandBull]

Etsy is showing us with a 95% response rate within 24hrs. It should be 100%. There are no missed messages. 

This is what it shows: "In the current review period, you’ve replied to 95% of 111 first messages within 24 hours, and 95% within 24-48 hours" and this is incorrect it is 100%. 

Also of note, when I write a customer and send the message to the "chat box", I am left with the message still in my box as well as the "chat box."

Please Assist. 

[cutebutton]

what's the chat box?

[BagmakerSupply]

@BourbonandBull: "Message response rate is inaccurate." Have you checked the applicable CSV file available on your Star Seller page to see which new Message threads Etsy thinks were unanswered or answered late? 

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) seem to be 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.

[ArtDollsbyJD]

In messages there is no chat box.  If you accepted the first time message, you write the message in the box, hit send.  Then the message appears in the above space.  Sometimes need to scroll a bit to see it. 

Do you check to see if the message did appear?  If not then did you contact Etsy to discuss the issue?  If this happened the first time or second and did not post the message, it would have been better to contact Etsy via email right away rather than waiting.

If you are posting a message in the order, that does not count for answering the message in the message area.  They are two different reesponses.

[DontForgetTheFlowers]

Hi Are you looking at the "Star Seller Target" in purple? If so it is just saying that is what it takes to get Star Seller not what you actually have done. It is kind of confusing. Above the purple it say Service Standard which is what is normally expected but below what it takes to get Star Seller.