Messages answered rate is wrong

[Giloudogood]

Hello there,

Since  December my rate for the messages answered under 24h has been stick to 89% even though for the last two months I've always answered before this delay. It seems like the program takes into consideration one "late" response from september and keep putting it in the rate of each month. Any idea on how that could be solved? 

Thank you very much, have a nice day

[bradgoodell · Accepted solution]

The program averages over 3 months.  So if you have a late response from September, it counts now.  It will not count next month.

[CraftyCornishMaids]

The star calculation you have now, is for the three months August, September , and October

The star calculation you are working towards for 1st Dec, is for, is for the three months September , and October, and November

For the star calculation for January 1st , it will be Oct, Nov, and Dec, so Septembers will be dropped then

[BagmakerSupply]

@Giloudogood: If you look at the applicable CSV file you will see exactly how many and which messages apply to each Star Seller period.

[PaintPaperCreations]

Hopefully you set up your auto-reply - and its a good idea to check it every week because it's a manual setting every week unless you set it to the auto time and week auto reply.

[MandMRusticsDesigns]

mine too and I answer every message immediately 100% down to 89% overnight with no reason

[MandMRusticsDesigns]

I just figured it out, a customer messaged to cancel an order, i cancelled and sent message from the cancel screen, there are 2 separate message platforms. So even though i sent a message with the cancellation, it didn't "respond" to her message even though I did it immediately

[CraftyCornishMaids]

for future, if it's highlighted in blue, you have to answer

[MandMRusticsDesigns]

Check your direct messages!! I just sent you something regarding this issue

[Giloudogood]

Thank you so much! I did it and my % is back to 100% hehe 

[BagmakerSupply]

Cancellation requests in a new thread must be replied to in the actual message - replies using the cancellation form do not count as a response.

Help Requests always start a new thread.

If you are creating a custom listing based on a new thread, you still need to reply to the message.

At least for the time being, it appears that marking an unanswered message as SPAM (even after the 24 hour deadline has passed) will cause your reply percentage to change in a day or two if the original message was within the current star seller period. Note that subsequent messages from that account may go directly to the SPAM folder.