Message response score seems to be incorrect

[StefanAustralia]

My message response score has dropped suddenly. However, as far as I can see, I have responded to every message immediately. So I don’t understand this. Is there anything that can be done to correct the score?

[VintageRescueSquad]

Did you download the csv that shows the reports? Are you aware that ALL messages (from other sellers, from Help requests) count? Are you aware that it only counts the last 3 months, so your score would've changed on July 1?

Etsy will not manually "correct" the scores.

[BagmakerSupply · Accepted solution]

@StefanAustralia: Have you looked the applicable CSV file available on your Star Seller page (previous period for July Star)? 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.

[GieseDeseiGns]

It may be that you had a better score in March than April-June and when that went off it lowered your score w/o you doing anything.

[audreytherese]

I agree that you need to check the csv download to see what they say you missed. 

A common mistake that happens is when a customer writes asking for a refund, the seller issues the refunds, and makes a note in the refund, thinking that would be considered responding. It's not. 

Or a buyer sends a message, then immediately sends a help request. Both of these require a response. Responding to just one doesn't satisfy Etsy. 

Or a seller made a purchase in another shop and that seller messaged them. Many people believe because they are the buyer, the message does not require a response. This is not the case. 

Because none of us can actually see your account (we're just other sellers) or know what might be applicable, these are just a few common scenarios. Downloading that report will tell you exactly which message was missed, then you can back track and see if you made a mistake somewhere. 

[StefanAustralia]

Thanks for the interesting responses. Clearly I must have made some sort of mistake. Although I am not sure what it could have been because I’m very diligent with responding.