Message

[BayAreaLaserKreation]

I'm not sure why I'm getting a ding on a message that I initiated.  I asked the customer she answered my question end of the conversation but I'm going to lose my star seller badge because of this.  Is there a way to get this fixed?  I don't get enough messages to fix it.

[BagmakerSupply]

@BayAreaLaserKreation: Are you basing this on the data in the appropriate CSV file? You should make sure that there is not some other message that Etsy thinks you did not reply to. A thread which you started should not count against you and should be reported to Etsy. Hard to tell, though, if they will do anything to adjust your star seller data.

[HtoHdesign · Accepted solution]

Hi there!

The Message response rate shows the percentage of ALL initial messages (from both buyers and other sellers) that a seller replies to within 24 hours in their current 3-month review period; this includes Help Request messages. So even if you initiated a message and if a buyer creates a help request you need to reply to that help request as well within 24hrs.

To get a closer breakdown of your messages that were counted as late, you can download a CSV by going to your Shop Manager dashboard > Star Seller dashboard page > selecting the Message response rate tile > selecting the Export link next to Message breakdown.

Thanks!