Message response rate

[DiscoChickenDigital]

Why am I getting a low message response rate, room to improve notification, when I do not have any messages to respond to? 

[JJewellerySuppliesUK]

The system is automated so if you haven't ever had any messages then there is nothing for it to assess which might be why you got that alert.  I would ignore it if it is irrelevant.  However, if you have ever had a message and didn't answer it within 24 hours then that would be why you got it. 

[UptownYvette]

I think the 'low message' response rate is because you didn't have any messages to respond to making it 'low'.   Etsy suggests that we respond within 24 hours for good customer service, and they look at the previous 3 months to calculate an average.  This average gets recalculated at the 1st of each month.

[DiscoChickenDigital]

This needs to be corrected. It's stating my search visibility is lower due to a low message response. However, I have not received any messages to respond to. This is a technical issue on Etsy & should be adjusted. 

[UptownYvette]

Wait to see what happens this Sunday since it will be September 1st and a recalculation will be done.  Maybe your search visibility will be corrected then.  There were issues this month with the message system.  Many including myself were getting notifications that appeared as if we weren't responding to messages in a timely manner when we actually were.  

[BagmakerSupply]

Perhaps this is just a case of poor coding and a 0% response rate (because of no new Message threads) is being lumped in with all under 95% response rates.

Hopefully this logic error is not replicated in the search visibility algorithm.

[PulpPourri]

I have the same issue, Etsy saying I have a low response rate so my search visibility will be lower but I haven't had any messages to respond to. This is just wrong, how do we go about getting this changed? This is busy season coming up and to have my visibility penalized for a non-issue could affect my shop's performance.

[DiscoChickenDigital]

It's so frustrating because there is practically NO customer service with Etsy. Everything is automated & this is clearly human error.