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[keystomycastle]

My replies are always timely yet I am not a star seller this month due to my reply score, why is that?

[BagmakerSupply]

@keystomycastle: Have you looked at the appropriate CSV file to see which messages Etsy thinks you did not answer in a timely manner?

[AAANativeArts]

You have to answer all messages, even if they are related to a purchase you made from someone else, or else you have to mark them as Spam. You have to answer the first message in each Convo. So if a customer asks the same question in two different convos, you have to answer both of them.

[HtoHdesign · Accepted solution]

Hi There!

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. Learn more about star seller here.

Thanks!