My Star seller response has not changed for 3 months

[JudysdesignsStore]

My star seller download has not changed for 3 months. There is a warning at top that it is not activated. I have had numerous questions from first time questions and they are not showing. Could someone check this.

[NanaLetha]

What star seller download? Do you mean your response to messages?

[LastCentury]

"I have had numerous questions from first time questions and they are not showing"

But are you responding to the questions within 24 hours?

I'm sure you know this, but if you look at your messages page, there is a circle with a number in it. If there are a lot of messages from other people with 1s, then they are waiting for a response from you to maintain your SS message rate.

If it's a glitch, you need to contact support. Link at the bottom of the Star Seller page. Keep replying to the automated response from Etsy until you get someone real to answer the problem. Include screen shots of any info to support your problem. 

[TonsOfPaper · Accepted solution]

Hello @JudysdesignsStore,

We've double-checked your Star Seller for the previous review period(October - December) and it appears that two messages didn't received a response within 24 hours. Please know that you'll need to respond to the messages within 24 hours for them to count positively towards your Star Seller. 

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 > Go to Last Review period > select the Message response rate tile > select the Export link called "Download Message History".

Thank you very much!

[TheArtfulTwig]

Be aware that help requests open new message threads, so, you have to reply to the message in the right place within the 24 hour timeframe, or, it doesn't count.  For example, you can't respond to help requests in the order convo (where it makes sense to me to do so, if the question is about the order!)  if they reach out from a help request or it doesn't count.  I just lost my star seller status for the first time over this because I replied within minutes but to the order convo thread.

Also, Etsy closes the window for the third months messages at least two days before the actual end of the month and doesn't count those replies in your calculation.  They follow UTC time, and say somewhere in the help that they do this to give sellers time to reply.