Messages on star seller calculated incorrectly

[DYEGRL]

My replied messages were calculated incorrectly and Etsy won't change it. Their responses are repetitive and not helpful.  

[JJewellerySuppliesUK]

How were they calculated incorrectly?

[NanaLetha]

Did you download a CSV for your messages to see which ones are not replied to?

[DYEGRL]

Yes, 2 were not answered, making the percentage 94% up until May 29. From May 29 - May 31, I replied to 6 messages from customers which would have made my score 95.3%. Those were not calculated into the CSV when I re-downloaded it to check on May 30, May 31, June 1, June 2, etc.

[JJewellerySuppliesUK]

Messages from the last few days of the month are not included in the calculation so it looks like this is what has happened. 

[DYEGRL]

Where does it say that on Etsy? It says "may take up to 24 hours to calculate" but why would they just leave out days worth of messages spanning 72 hours before the new month?

[audreytherese]

I don't know where or if it's posted, but we know because numerous Etsy mods have specifically stated that in here on many posts questioning it over the years. 

[DYEGRL · Accepted solution]

Ughh.. that is the absolute worst. My business runs 365 days a year, no less. 

[audreytherese]

Here is where they state this:

Messages sent on the last two days of the 3-month review period may be excluded from the current review period and counted towards the next period instead. This is to allow Sellers a full 24 hours to respond and not be penalized for messages received late on the final day of the review period

How to Become a Star Seller – Etsy Help

[JustMeToo]

@DYEGRL   I deleted (sent to trash) ten pages of old messages.  For some reason that dropped my score to 90%, even though I respond to EVERY message - and quickly, because I hear a "bong" when I get one.  It doesn't seem to be showing in my shop though, for some reason.  I think it must be screwed up - like so many other etsy glitches.

[DYEGRL]

I would love to think it's not affecting my shop, but every time I raise any question / concern to Etsy Support I see a drop in sales for a few days. Usually get 7-10 sales per day and have gotten 0-1 every day in June. 

[BagmakerSupply]

@DYEGRL: "Where does it say that on Etsy?" Etsy often words things in ambiguous and unclear ways, but information from reading between the lines, from moderators and shared personal experience sometimes help to fill in the gaps.

1) The Star Seller metric is NOT all new messages but only the first message of all new incoming threads.

2) Every new thread counts. It does not matter who sent it, the subject matter, if it is a duplicate, SPAM, or blank or anything else.

3) Usually a new incoming thread is not included in the calculations until after the 24 hour reply window has passed regardless of when you replied.

4) Star Seller stats (and the CSV file) seem to be updated only once per day so there may be an additional day's delay.

5) Star Seller dates / times are in UTC (not your time zone).

6) Etsy does not use decimals in Star Seller percentages, and they do not round up - they truncate the decimal places.

[CraftyCornishMaids]

etsy is about 2 days late with the messages, to allow time difference, and to be able to reply in time.

so you will have ones from end Feb included, but not end May

the ones from end May will be included in the next calculation.

they are all counted, just offset a couple of days.

[RebekahsValentine]

I’ve literally been a Star Seller since they started the program then all of a sudden I’ve dropped to an 89% response rate in messaging! It will not go up! No matter what! I respond the same day hours after I receive the message from the customer even if I just say “You’re Welcome”. 
I get nothing…

what can I do?? 
rebekah

[BagmakerSupply]

@RebekahsValentine: SInce it requires 19 answered on time new threads for every 1 not answered on time new thread to be at 95%, the numbers drop in larger increments than they go back up.

And keep in mind that the Star Seller metric is NOT all new messages but only the first message of all new incoming threads.