Message response rate

[DuckyCustomizedGifts]

My message response rate says 86% but actually I answered ASAP to each customer. how can that be?

[BootifulLabels]

On the Star Seller page, click the download link on the messages section and download the csv file.  That will show each message you received and whether or not you answered on time. It only counts the first response to a NEW message, if a buyer writes to you with a new enquiry using a previous message thread, that doesn't count as a new message.  All new messages, whether from buyers or other sellers, must be responded to within the 24 hr requirement.

[audreytherese]

"I answered ASAP to each customer."

It's not just counting customers. If you had a seller message you, those count too. 

[HazelsSewingSupplies]

Was the ASAP within the 24 hour window?

[DuckyCustomizedGifts]

Yes often in the instant.

[DuckyCustomizedGifts]

Yes always

[BagmakerSupply · Accepted solution]

@DuckyCustomizedGifts: 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. There is also a link to the actual message thread so you can verify if the data is correct or not. Keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

[DuckyCustomizedGifts]

Ok thanks!!

[DuckyCustomizedGifts]

Thank you will do!