Message response rate seems inaccurate

[winksprint]

Etsy is showing 2 messages on my downloaded spreadsheet that were not answered within 24 hours. After checking those dates, and dates around them, no initial messages exist. 

How do I dispute this? 

[NanaLetha]

Did you get a help request?

[EmmasHeritage]

We’re they ‘Help with order’ messages?  Because no matter how soon you respond to those messages, they will count them against you.  I disputed the matter with Etsy and they were ‘tough luck, nothing we can do’ in response.  

[HazelsSewingSupplies]

All mine have counted...and not against me..but for me.   I responded within the 24 hours.

[winksprint]

As a matter of fact, they were. That's interesting. 

[BagmakerSupply]

@winksprint: In the CSV file you downloaded there is a link to the message thread so that you can see what the actual message was. Also keep in mind that Etsy Star Seller stats are in UTC not your time zone.

[winksprint]

The link suggestion helped identify the messages, thank you!

[winksprint]

EmmasHeritage- As a matter of fact they were "Help with Order" messages. Very interesting, and disturbing at the same time. 

[CraftyCornishMaids]

@winksprint 

You have to reply to the "help with order" message, from messages,

do not respond though the order, and they are not linked to other messages from the same seller

They start a new THREAD, and are not included with other messages from the buyer, as they are the ones that start the clock ticking to open a case.

so even if you replied to the other messages from the buyer, or through the order, you still have to reply to the help request message, it is it's own thread.

[SmudgePlant]

Were the messages from Thursday 10/26?

Etsy had a glitch where there was a frozen pop up about saved replies and that prevented us from accessing our messages.

I must have sent a message to my customer just before that glitch and I didn't get a response to that message. We had been messaging back and forth about a custom order and she always replied the same day. My last message had a link to her listing. Yesterday, I sent her another message with a copy of the Thursday message and explained about the glitch. She was happy I messaged her. She never got the Thursday message.

Don't know if it's just a coincidence or the glitch was the issue.

[winksprint]

Yes, I do indeed reply to all messages that appear in Messages, including redundant messages from customers, to make sure they are all answered. Help requests are answered first to quickly resolve the question.