Message response rate not calculating correctly (Lost my Star Seller Status)

[BirdzyShop]

This month I missed 1 message. It dropped my response rate to 94%.

Then I received 7 messages and it did not raise my response rate.

If 1 missed message = 6%... how does 7 responded messages not at least = 1%?

[CraftyCornishMaids]

the message response rate is 95%

so you have to have 95 good ones, to 5 bad ones

or at least 19 good ones, to 1 bad one

etsy has a service standard of 48 hours, so messages for this star seller were only counted up to midnight 28th Nov UTC, the rest will be in the following month

check your csv, you will see the numbers

[BirdzyShop]

Why would the last 2 days of the month not count?

How are we supposed to know this?

[CraftyCornishMaids]

@BirdzyShop 

They do count. but as etsy allows 48 hours to reply, they give everyone the 48 hours, before they count them.

so you will have the messages counted the last 2 days of August, in the last count

the messages from last 2 days of november, are in the  next count

check your csv's, they will be there

[BagmakerSupply]

@BirdzyShop: "How are we supposed to know this?" Per https://help.etsy.com/hc/en-us/articles/4403058372503-How-to-Become-a-Star-Seller?segment=selling "Messages sent on the last two days of the 3-month review period may be excluded from the current review period and counted towards the next period instead. This is to allow Sellers a full 24 hours to respond and not be penalized for messages received late on the final day of the review period"

Also Star Seller stats are in UTC not your time zone.

[Adorabilities]

What's calculated is the percentage of messages received that were answered on time. 

So 1 missed message out of 15 messages is 93.3%
or 1 missed message out of 16 messages is 93.8%
etc.

[SunLandBoutique]

Hi, I’m also frustrated with my message response rates (83%) as I do communicate with buyers 100% of the time. Once I receive an order, I send the buyer a “thanks! I’m getting your order ready to mail!” message. Often the buyer will reply “thanks!” I don’t reply to the thank you messages because the conversation is complete. Am I getting dinged by Etsy for not replying to these thank-you replies? 

[BagmakerSupply]

@SunLandBoutique: "Am I getting dinged by Etsy for not replying to these thank-you replies?" No, if the reply is in the same thread you started.

Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

You need to check the applicable CSV file available on your Customer Service (Star Seller page) 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) 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.

[CraftyCornishMaids]

no, you are not getting dinged by etsy for those,

you have to reply to each new thread once,

your csv will show you which ones etsy thinks you have missed....

you could be being dinged by the buyer, I mark messages like that as spam, they are

You can put a message when marking as complete,

or on the order,

they are then included in the e-mails we already get - no way do I want any more.

[GemmaLuna]

so this is where people go to express concerns and be ignored? i have a star seller badge issue also but i guess there's nothing that can be done about it. NICE

[CraftyCornishMaids]

This is a seller forum, mostly threads are not ignored by other sellers, we try to do our best with information.

It is not an etsy support forum, you need to contact them through help - contact us, and keep going until you het to - I still need help

.....

star seller is just bot data checks, and are not normally fixable, because they are not wrong, just misunderstood

[GemmaLuna]

i give up. star seller is fabulously exasperating. even if you do everything right a glitch in the system will screw it up for you .