Not meeting Customer Service Standards

[MikeyandSkull]

Just checked my stats for message response time, Sept 19 to November 18, 2024. Something is wrong.

Message response is 88%. If I recall correctly, this number increased by 2 points in the last couple of days.

Only 8 out of 21 sales are logged in MessageStats_Current. 18 sales were between Sept 19 and Nov. 18, and 3 sales were after Nov. 18.

Out of the 21 sales, one was a message from a client asking a question about her order, who connected me through Etsy Message and I replied the same day through Completed Orders. This was marked as not replying within 48 hours, and did not reach Star Seller target.)

What happened to the other 13 sales?

Do I need to go back and review all previous Message_Stats? Or all my Stats?

I still have 'not meeting standards.'

What's going on? All data should be included in Stats, correct?

What's really annoying, I know I provide very good service, and respond within 24 hours.

Look forward to hearing the method behind this.

Evelyn

[BagmakerSupply]

@MikeyandSkull: First off, sales have nothing to do with your Message response rate. The Star Seller metric is that you need to reply to (or mark as SPAM) the FIRST message of EVERY NEW INCOMING THREAD within 24 hours and within that thread. It does not matter who sent it, the subject matter, if it is a duplicate or blank or anything else.

Have you checked the applicable CSV file available on your Customer Service (Star Seller page) page? 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. Star Seller stats (and the CSV file) seem to be updated only once per day so there may be an additional day's delay. There is also a link to the actual message thread so you can verify if the data is correct or not.

[CatsBeadKitsandMore]

If you can't answer messages in 24 hours then you should set up an auto reply.

[BootifulLabels]

Message rates are based on the number of messages you received in the assessment period, not the number of sales you had.  

You had 8 messages, you missed answering 1 on time, which leaves you at 88%.

Responding in the Completed Orders area is not responding to the actual message.  You need to actually reply to every new message within 24hrs for SS or 48hrs for Customer Service standards, or mark the messages as spam if that is what it is.

[CraftyCornishMaids]

You have to reply to each new message THREAD, they are highlighted in blue so you can't miss them,

sending a note through a completed order, is NOT replying to the message thread.

...

sales have nothing to do with messages